Conversations

Conversations is where you can review your organization’s past customer conversations across supported channels.

You can search and filter conversations, open a complete conversation, review conversation details, and download matching conversations for further analysis.

Conversations can include chats handled through Knowledge Bases and Workflows across supported channels such as Web, Voice, WhatsApp, and Microsoft Teams.

Conversations is for reviewing past conversations. It is different from live chat monitoring, chatbot testing, and conversation reports.

Before you begin

To access Conversations, you need:

• Access to the Conversations section from Monitor.
• A supported chat-bot subscription.
• A Super Admin or AI Bot Analyst role.

Filtering conversations by Workflow in the unified Conversations view requires an Enterprise plan.

Open Conversations

To open your conversation history:

1. Open Monitor.
2. Select Conversations.

The Conversations page contains the conversation list, conversation viewer, and details for the selected conversation.

Conversations Layout

The Conversations page is organized into the following areas:

• Filters and toolbar — Find conversations using dates, resources, categories, search, and additional filters.
• Conversation list — Displays conversations that match your selected filters.
• Conversation viewer — Shows the messages or transcript for the selected conversation.
• Details panel — Shows information about the selected conversation.

Set a Date Range

The date range determines which conversations are included in the list.

By default, Conversations shows the last 30 days.

You can select a date range of up to 90 days at a time. To review older conversations, select another date range.

The selected date range must be within the 90-day limit before the conversation list can be loaded.

Filter by Feature

Use the Feature filter to choose what powered the conversation.

You can select:

• Knowledge Base — View conversations handled by a selected Knowledge Base or all available Knowledge Bases.
• Workflow — View conversations handled by a selected Workflow or all available Workflows.

You can search for a specific Knowledge Base or Workflow from the resource selector.

Filter by Category

Use Category to find conversations that have been assigned specific categories.

Category filtering supports multiple selections, so you can select more than one category.

For Super Admins, Manage Categories is available from the category filter and opens category management.

Categories selected here are also applied when downloading conversations.

Search Conversations

Use the Search field to find conversations using text.

Search works together with the other filters, allowing you to narrow the conversation list using a combination of search terms, dates, resources, categories, and additional filters.

Add Filters

Use Add filter when you need to narrow the conversation list further.

Available filters include:

Each selected filter appears as a removable filter chip.

Filter by Resolution

Use the Resolution filter to find conversations based on their resolution status.

You can select:

• Unresolved chats
• Resolved chats

If both options are selected, the resolution filter is cleared and all conversations are shown.

The conversation details can also show additional resolution states:

• Resolved
• Unresolved
• Inconclusive
• Evaluating

Filter by User Feedback

Use User Feedback to find conversations based on whether users provided feedback.

You can select:

• With feedback
• Without feedback

If both options are selected, the feedback filter is cleared and all conversations are shown.

When feedback is available, the full feedback text can be opened from the conversation details.

Filter by Channel

Use Channel to view conversations from a specific channel.

Available channels are:

• Web
• Voice
• WhatsApp
• Microsoft Teams

The available channel options can change depending on the selected feature and other filters.

Filter by Language

Use Language to find conversations based on the detected language.

This is useful when reviewing conversations from customers using different languages.

Filter by URL and Location

The URL and Location filters are available for Web conversations.

• URL — Find conversations that started from a specific website page.
• Location — Find conversations based on the customer’s captured location.

These filters are not available for non-Web conversations.

Reset Filters

Use Reset to return the conversation filters to their default state.

Reset clears filters such as:

• Date range
• Feature and resource
• Categories
• Additional filters
• Search

The Reset option appears when your current filters differ from the default settings.

Filter Compatibility

Some filters cannot be used together because they apply only to specific conversation types.

For example:

• Knowledge Base conversations are available for Web conversations only.
• Flags are not available for Voice conversations.
• URL and Location filters are available for Web conversations only.

When you select incompatible filters, unavailable options may be removed automatically to keep the search valid.

Review Conversations

After applying your filters, matching conversations appear in the conversation list.

Select a conversation to open it.

The viewer displays the conversation history, while the Details panel provides additional information about the selected session.

Knowledge Base Conversations

Knowledge Base conversations use the Knowledge Base conversation viewer to display the conversation history.

Workflow Conversations

Workflow conversations use the Workflow conversation viewer to display the conversation flow and messages.

Voice Conversations

Voice conversations use a voice transcript when available instead of a standard text conversation view.

Conversation Details

The Details panel provides additional information about the selected conversation.

Details are organized into:

• Chat Info
• Metadata
• Origin

Chat Info

Chat Info provides basic information about the conversation.

Metadata

Metadata provides information about the conversation’s outcome and user interaction.

Origin

Origin shows where the conversation started.

Long URLs and location values can be viewed using the available tooltip.

Download Conversations

You can download conversations that match your current filters as an Excel spreadsheet.

To download conversations:

1. Set the required date range.
2. Apply any filters you need.
3. Review the conversation list.
4. Click Download Chats.

The download uses the same filters currently applied to the Conversations page, including:

• Date range
• Search
• Categories
• Flags
• Resolution
• User feedback
• Language
• URL
• Location
• Feature and resource
• Channel

The downloaded file is provided in XLSX format.

Download Chats is available when the current conversation list contains at least one conversation.

Manage Conversation Categories

Categories help organize conversations so they can be filtered and analyzed later.

Super Admins can manage categories directly from the Category filter.

To manage categories:

1. Open Conversations.
2. Open the Category filter.
3. Select Manage Categories.
4. Create or manage the available categories.

Categories are shared across the organization and can also be used when generating conversation reports.

Conversations and Reports

Conversations and Reports serve different purposes.

To open Reports, go to Monitor → Reports.

Conversations at a Glance