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Conversations

View, analyze, and manage conversations between users and your AI agents.

Overview

The Conversations view provides access to all chat interactions with your agents, enabling you to: - Monitor agent performance in real conversations - Identify common user queries and issues - Review conversation quality - Export conversations for analysis - Debug agent responses

Accessing Conversations

  1. Navigate to MY AGENTS
  2. Select your agent
  3. Click Conversations from the agent menu

Conversation List

The conversation list displays:

  • User ID: Anonymous or identified user
  • Start Time: When conversation began
  • Duration: Length of conversation
  • Message Count: Number of messages exchanged
  • Status: Active, Completed, Escalated, or Abandoned
  • Rating: User satisfaction rating (if provided)

Filtering Conversations

Filter by:

Date Range - Today - Last 7 days - Last 30 days - Custom date range

Status - Active (ongoing) - Completed (ended normally) - Escalated (handed off to human) - Abandoned (user left mid-conversation)

User Attributes - Location - Device type - Language - User segment

Quality Metrics - High satisfaction (4-5 stars) - Low satisfaction (1-2 stars) - Escalation occurred - Error encountered

Viewing Conversation Details

Click on a conversation to view:

Message Thread

  • Complete conversation history
  • User messages
  • Agent responses
  • System messages (escalations, errors)
  • Timestamps for each message

Metadata

  • Session ID
  • User information (if available)
  • Agent version used
  • Models invoked
  • Tools called
  • Response times

Analytics

  • Average response time
  • Tool usage count
  • Knowledge base queries
  • Tokens consumed
  • Cost per conversation

Conversation Actions

Export Conversation

Export individual conversations in multiple formats: - JSON: Full conversation data with metadata - PDF: Formatted conversation transcript - CSV: Tabular message data - Text: Plain text transcript

Share Conversation

Share conversation links with team members: 1. Click Share button 2. Copy shareable link 3. Set access permissions (view only, edit) 4. Set expiration (optional)

Flag for Review

Flag conversations that need attention: - Quality issues - Agent errors - Inappropriate responses - Training opportunities

Add Notes

Add internal notes to conversations: - Document context - Note follow-up actions - Tag team members - Link related conversations

Bulk Actions

Select multiple conversations to: - Export in bulk - Tag for categorization - Delete (compliance) - Archive

Search Conversations

Search across all conversations:

Full-text Search - Search message content - Find specific keywords or phrases - Use quotes for exact matches

Advanced Filters - User ID - Agent version - Date range - Message count - Response quality

Conversation Analytics

Aggregate Metrics

  • Total conversations
  • Average messages per conversation
  • Average conversation duration
  • Completion rate
  • Escalation rate
  • User satisfaction score
  • Conversations over time
  • Peak usage hours
  • Common topics
  • Escalation patterns

Privacy & Compliance

Data Retention

  • Conversations stored for 90 days (default)
  • Configurable retention period
  • Automatic deletion after retention period
  • Compliance with GDPR, CCPA

User Privacy

  • PII detection and redaction
  • Anonymous user tracking
  • Right to deletion (on request)
  • Data export on request

Access Control

  • Role-based access to conversations
  • Audit logging of conversation views
  • Secure data transmission (encryption)

Troubleshooting

Conversation Not Showing

Issue: Recent conversation not visible in list

Solution: - Refresh the page - Check date range filter - Verify user has proper permissions - Allow 1-2 minutes for conversation to sync

Cannot Export Conversations

Issue: Export button is grayed out or fails

Solution: - Verify you have export permissions - Check if conversations contain PII (may require admin approval) - Try smaller date range (large exports may timeout) - Contact support if issue persists

Best Practices

Regular Reviews

  • Review conversations weekly
  • Identify patterns and common issues
  • Use insights to improve agent instructions
  • Flag excellent interactions for training

Quality Assurance

  • Sample conversations randomly for QA
  • Check agent adherence to instructions
  • Verify tool usage is appropriate
  • Ensure knowledge base retrieval is accurate

User Feedback

  • Monitor satisfaction ratings
  • Follow up on low-rated conversations
  • Incorporate feedback into agent improvements
  • Thank users for positive feedback