Conversations

Conversations shows every customer conversation with your support agent.

Conversation list

Each conversation shows:

• Summary — What the conversation is about.
• Status — Active (a message in the last 10 minutes), Inactive or Escalated.
• Message count — How many messages it has.
• Tags — Quality findings (such as Missing knowledge or Hallucination), Low QA, Thumbs down and the customer's intent.
• Customer and time — Who the customer is, if known, and how long ago they wrote.

Search and filters

Search conversations by text, or use Filter to narrow the list by status, quality and customer, for example to show only conversations with a low QA score or negative feedback. The filters are part of the page's URL, so you can bookmark or share a filtered list.

Conversations from Preview against your live agent are marked Test, and conversations from the API's shadow mode are marked Shadow. Untick Show tests to hide both.

Conversation detail

Pick a conversation to read the transcript beside the list. The detail shows:

• Who the customer is, their intent, where they came from (widget, portal or API), and when and for how long they chatted.
• Every message as the customer saw it, with its QA score and any feedback the customer gave.
• Quality findings, each next to the message it's about, with Fix with Lexey and Dismiss.

Review with Lexey opens Lexey looking at the whole conversation. Admins can choose Save as test from the More actions menu to keep the conversation as a Test Lab case.

Archiving conversations

Choose Archive from a conversation's menu to hide it from the list. Archived conversations aren't deleted, and you can undo from the message that appears.

Deleting conversations

Choose Delete from a conversation's menu. Deleting is permanent, so the portal asks you to confirm first.