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Conversations shows every chat your agent has had, so you can see what people ask and how the agent answers. It’s the fastest way to improve an agent: find a weak answer, correct it, and the agent gets it right next time.
Conversations: a list of two website chats, one marked Positive, and the open conversation with two questions and the agent's answers, each with a confidence score and a Revise answer button

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Read conversations

Open your agent and click Activity > Conversations.
  • The menu at the top chooses the channel: Web, WhatsApp, Messenger, LINE, or Telegram. Web includes the website chat, the shareable link, the Playground, and voice calls.
  • Each conversation in the list shows the visitor’s country, device, and browser, the time, the first message, and its sentiment once it’s been analyzed. A phone icon marks conversations with a voice call, with the number of calls when there was more than one.
  • Click a conversation to read it. Scroll down and click Load more conversations for older ones.
  • The refresh icon beside Conversations loads new messages without reloading the page.

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Filter conversations

On the Web channel, click the filter icon beside Conversations to narrow the list. The filters apply as you pick them, appear as chips under the channel menu, and can be removed one at a time or with Clear all. Under each answer, a percentage shows how confident the agent was. Low scores point to questions its knowledge doesn’t cover well.
Conversations on Slack, email, phone calls, Basecamp, and the REST API aren’t listed here.

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Voice calls

When a visitor calls your agent from the chat widget, the call is part of the same conversation as their typed messages. To list only conversations with a call, turn on Conversations with a voice call in the filters. In the conversation, a marker shows where each call starts, with its time and length, and another where it ends and why: the caller left, the call ended after silence, it reached the time limit, or an error ended it. A call where nobody spoke gets a single marker. Each message of a call carries a tag: Details lists every call with its date, length, number of exchanges, and how it ended, plus the total talk time.

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Conversation details

Click Details above the conversation to see who the visitor was and where they came from.
The Details tab: Contact Anonymous, Source Playground, Status Ongoing, Sentiment positive, Messages 4, Country Singapore, Language en-US, Timezone Asia/Singapore, Browser macOS - Chrome, an IP address, Created, Last activity, and Conversation ID
To name visitors who are signed in to your website, pass their details to the chat. See Chat widget for developers.

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Revise an answer

When the agent gets something wrong, click Revise answer under the answer. Write the answer it should have given in Expected Response and click Save.
The Revise Answer window with the User Message What classes do you offer?, the agent's response, and an Expected Response to edit
The question and your answer are added to Knowledge as a Q&A, and the answer is marked Revised. The agent uses your answer from the next question on.

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Export and delete

  • To download the conversations, click the ⋯ menu beside Conversations and choose Export as PDF or Export as JSON. The export contains every conversation of the channel, not only the filtered ones. It isn’t available for Telegram.
  • To delete a conversation, hover over it in the list and click the trash icon. Deleting can’t be undone.

Analytics

Chats, messages, and feedback over time.

Leads

Details your visitors left.