Conversations

Viewing Conversations

The Conversations tab gives you a complete log of every chat your agent has had. Each conversation shows the full message history, visitor information, and timestamps.

Conversation List

The left panel shows all conversations, sorted by most recent. Each entry displays:

• Visitor name (if captured via lead form) or "Anonymous"
• Last message preview — the most recent message in the conversation
• Timestamp — when the conversation started or was last active
• Channel badge — which platform the conversation came from

Channel Indicators

Conversations can come from multiple platforms:

Reading a Conversation

Click on any conversation to see the full message thread. Each message shows:

• Sender — visitor or agent
• Message content — the full text, including any formatted content
• Timestamp — exact time the message was sent
• Feedback — thumbs up/down ratings from the visitor (if given)

Searching and Filtering

Use the search bar and filters to find specific conversations:

• Search — search by visitor name or message content
• Date range — filter conversations by start date
• Channel — filter by widget, WhatsApp, Instagram, or Slack

Conversation Insights

Use conversations to improve your agent:

• Spot common questions — if many visitors ask the same thing, add a Q&A pair for a perfect answer
• Identify gaps — if the agent fails to answer, add more knowledge sources
• Monitor tone — check that the agent's personality matches your brand
• Track feedback — look for patterns in negative ratings