Conversations tab
The Conversation tab is a crucial feature of your AI agent that provides invaluable insights into user interactions, exporting conversations and sharing insights with clients.
Key Features
Real-Time Monitoring
Watch live conversations as they unfold between users and your AI agent.
Performance Analysis
Gain insights to continuously improve your agent’s responses and effectiveness.
Easy Sharing
Share specific conversations with clients or team members using unique URLs.
Customizable Tags
Organize and categorize conversations for efficient management and analysis.
The Conversation tab is divided into three main sections.
Left Panel: Conversation List
The left panel provides a list of all conversations, date, platform and offers various sorting options.
Conversation Fields
Each conversation in the list displays the following information:
ID
Unique identifier for each user (auto-generated or set via the API)
Interactions
Number of user messages in the current chat
Timestamp
Start time of the conversation
Channel
The channel were the conversation took place (Website, discord, instagram etc. See integrations for more information.) This is viewed as the TV screen on the left side.
Sorting Options
There are three ways of sorting your conversations. All of them can be used in conjunction withy each other.
Central Panel: Conversation Transcript
The central panel displays the selected conversation transcript and offers session management features.
Session Selection
Choose from sessions by ID using the list at the top of the panel.
Conversation Flow
Review the back-and-forth messages between the user and AI agent.
Pin Session UI
Click the pin icon in the upper right to keep the session UI visible while scrolling. Handy when a user has many sessions to go through.
A new session starts each time a user with an ID initiates a conversation on your website. Because of this, one user might have many sessions.
Right Panel: Conversation Management
The right panel provides tools for managing tags, using the handoff feature or sharing conversations via transcript URL.
Transcript URL
Share specific conversations easily with a unique URL for each conversation. This is especially useful during the demo phase, as sharing a conversation with a client for feedback is more effective than presenting an agent that’s still a work in progress.
If configured, URLs are hosted on your agency’s domain and will always be whitelabeled.
Handoff Takeover
For information on live agent handoff, please refer to our Handoff Documentation.
Pin Session UI
Click the pin icon in the upper right to keep the session UI visible while scrolling. Handy when a user has many sessions to go through.
Using Tags
Exporting Conversations
Exporting and storing conversations makes for many useful applications. Data storage and further data manipulation can provide deep insights into user behavior and preferences. These capabilities also offer excellent opportunities for upselling to clients by offering detailed data analysis.
Export options:
As CSV
Download or copy conversation data in CSV format.
As Text
Download or copy conversation transcript as plain text.
Export All
Export all conversations in your preferred format.
Deleting Conversations
If you only want to store some conversations or clean up after testing, deleting conversations is a good way to maintain a more organized and relevant dataset.
Deleting conversations is permanent and cannot be undone. Use caution when deleting conversations.
Best Practices for conversation tab:
Regular Review
Set aside time to review conversations regularly for continuous improvement.
Tag Consistently
Use a consistent tagging system to make sorting and analysis more efficient.
Share Insights
Use the transcript URL feature to share notable conversations with your team or clients.
Backup Important Data
Regularly export crucial conversations to maintain a record outside the platform.