Conversations¶

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

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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

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Accessing Conversations¶

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

The Conversations menu (the conversation list panel on the left) is collapsible — collapse it to free up screen space for the conversation detail view.

Conversations admin page — the conversation list on the left is the collapsible Conversations menu, and the Filters button at the top reveals filters that are collapsed by default

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Continuous Conversations — No Hard Expiry¶

Conversations no longer reach a hard, user-visible expiry state. The chat input remains active across long idle periods, and post-processors run iteratively as the conversation continues.

Concept	Behavior
Soft expiry on the backend	When the configured stale period is reached, the backend triggers a soft expiry — Conversation Post-Processors run automatically, generating the initial outcomes (summaries, metadata extraction, CRM updates) just as before
Iterative post-processing	If the user resumes the thread later, the new message is appended to the existing context. When the conversation hits the stale period again, post-processors re-run and update / overwrite the previously generated outcomes based on the newly accumulated context
User-visible state	The chat input remains active across long idle periods — no "conversation expired" lockout

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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)

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Filtering Conversations¶

Filters appear collapsed by default behind the Filters button (visible in the Conversations Page Layout above). Expand to reveal the controls below.

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

Analysis Filter (Conversation Analyzer Outputs)¶

A new Analysis option under Filters lets you slice conversations by any Conversation Analyzer field and value. The value is free text, works on a contains-match, and is case-insensitive — e.g., filter by conversation Type: Sales to surface every conversation the analyzer tagged as a sales chat.

Analysis filter — pick a Conversation Analyzer field (e.g., conversation Type), enter a free-text value (e.g., Sales), and Save. Applied filters appear as removable chips below

See Post-Processors → Conversation Analyzer for how the underlying fields are configured.

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Conversation Analysis — Per-Conversation Post-Processor Inspection¶

Click the Conversation Analysis button on any conversation to view every post-processor that ran on it, with:

• Status — Ready, Processing, or Failed
• Extracted values — fields and JSON output from each analyzer / summary run
• Error details — if a post-processor failed
• Last-updated timestamps — most recent run for each post-processor

This makes analyzer outputs actionable at the individual conversation level, not just in aggregate reports.

Conversation Analysis modal showing every post-processor run on the conversation — Conversation Analyzer (Processing), Conversation Analyzer 2 (Ready, with extracted conversation Type: Sales, competitor Mentioned: N/A), and Summary Post Processor (Failed, "Batch Models not found") — each with its last-updated timestamp

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Conversation Observability — Debug Info¶

A unified Debug info panel surfaces everything that happened on a conversation turn — the language model that produced the reply, the pre-processors that ran (with the tags they applied), the tools called, the memory state used, the raw request trace, and the request's stop reason. Diagnose truncated or off-looking responses directly instead of guessing.

What it shows¶

Section	What's captured
Language Model	The model used for the turn (e.g., Gemini 3.1 Pro), status (Completed / Running / Failed), and TTFT (time-to-first-token)
Pre-Processors	Each pre-processor that ran on the turn, with status and timing. Tags applied by these processors flow downstream and are surfaced here too
Tools	Each tool invocation — name, status (Completed / Running / Failed), and timing. Useful for spotting slow or erroring tools
Memory	The user/context memory state for the turn. Shows: At Message Time (snapshot when the user's message landed), Current (live state — may have been edited since), and the Memory Map (raw memory contents). An "Edited since" badge appears if memory has changed since the turn — Copy buttons let you snapshot each block
Request Trace (View screen only)	The raw JSON request sent to the model — metaData, prompt turns, etc. Not persisted: closing the page or navigating away drops it
Stop Reason (in Debug Logs)	Per-call stop reason (e.g., STOP, MAX_TOKENS) alongside request/response headers, response body, and timing. Available from the separate Debug Logs view

Debug info — Language Model + TTFT, Pre-Processors with status, Tools (Completed / Running), Memory snapshot with Edited Since banner + Copy controls, and the Request Trace JSON tree. Surfaces everything that shaped the turn

Debug Logs — per-call wire detail¶

The companion Debug Logs view captures the raw provider-level calls behind each turn, with per-call stop reason alongside full request/response wire details. Reach it from the agent's debug area; each entry expands into one or more Calls showing:

• Provider (e.g., google) and request ID (e.g., fetch_f3357751-021)
• Stop status (e.g., STOP) and timing (e.g., 2.9s, in 5374 / out 344 tokens, optional cacheR 4046 for cached reads)
• Tabs: Request · Response Headers · Response Body · Stop Reason
• Request timestamp + a Copy JSON action

Filter the log stream by WIRE / TOOL / INFO / DEBUG / ERROR / WARN / LOG levels, by date, or by free-text search (e.g., tool_use, req_011, max_tokens).

Debug Logs — a single conversation entry expanded into three Call records. Each call exposes the wire-level request/response, timing, token counts, and a dedicated Stop Reason tab — the place to confirm whether a turn ended with STOP, MAX_TOKENS, or another terminator

Access — existing Debug permission¶

Debug info is gated by the existing Debug permission in the agent role editor — the same Debug chip in the General permission group that has always controlled debug-mode access in the chat (e.g., Show Context Sent to API). No new permissions were introduced for this surface.

• Admins have Debug by default
• Any other role granted the Debug chip (under General) sees the ⓘ icon and can open Debug info on both the View and Conversations screens

When to use¶

• Truncated response? Check the Stop Reason in Debug Logs — MAX_TOKENS means the model hit its output limit; raise the language model's Max Output Tokens.
• Wrong-feeling tool behavior? Inspect the Tools section — confirm the right tool fired and check its timing for slowness.
• Memory not picked up? Compare At Message Time vs Current memory — the "Edited since" badge tells you whether the answer was grounded in an older state.
• LLM not behaving as expected? Open the Request Trace on the View screen to see the exact payload sent to the model (system prompt + turn history + generated_tags + metadata).

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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

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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

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Bulk Actions¶

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

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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

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Conversation Analytics¶

Aggregate Metrics¶

• Total conversations
• Average messages per conversation
• Average conversation duration
• Completion rate
• Escalation rate
• User satisfaction score

Trends¶

• Conversations over time
• Peak usage hours
• Common topics
• Escalation patterns

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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)

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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

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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

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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

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Related Topics¶

• Agent Reports - Aggregate analytics and metrics
• Agent Builder - Improve agent based on conversation insights
• Version Control - Track changes to agent configuration