The Conversations tab shows all customer conversations with your support agent.

Conversation list

Each conversation shows:

• Preview text — The first message from the customer.
• Status badge — Active (green), Escalated (orange), or Abandoned.
• Relative timestamp — e.g. "2 hours ago".
• Message count — Total messages in the conversation.
• QA score — A coloured dot indicating quality (green = good, amber = fair, red = poor).
• Negative feedback count — How many assistant messages received a thumbs-down.

Filtering

You can filter the list to show only conversations that "need attention" — those with low QA scores or negative feedback.

Conversation detail

Click a conversation to view the full transcript, including:

• All user and assistant messages with markdown rendering.
• Per-message QA scores and quality flags (e.g. "missing knowledge", "tone mismatch").
• Customer feedback (thumbs up/down) on assistant messages.

Archiving conversations

Use the archive icon on hover to hide conversations from the list. Archived conversations are not deleted — they are just hidden from the default view.

Deleting conversations

Use the trash icon on hover to delete conversations.