Conversations
Review your agent's past conversations and customer feedback to find gaps in its knowledge and improve its answers.
Reading real conversations is the fastest way to improve your agent. In your agent, go to Activity > Logs to see every conversation on every channel. See Managing Conversations for filters, exports, and deleting.
Each agent reply shows its action steps and the widget the visitor saw. Select the summary line to see what ran, what it sent and received, and why other actions did not run. Widgets are read-only and labeled Shown to the visitor or Dismissed by the visitor.
A simple review routine
Once a week, or after a busy period:
Start with feedback
In Logs, filter by Feedback and read conversations where visitors marked a reply Not helpful.
Find the cause
For each poor answer, decide what went wrong: missing information, outdated information, or the agent misunderstood its role. Under each reply, Read N sources lists the knowledge it used; expand it to check whether the right pages were found.
Fix it
- Missing information: add a knowledge source or a Q&A.
- Outdated information: retrain the source.
- Wrong behavior or tone: update the instructions.
Check the fix
Ask the same question in the Playground.
What else to look for
- Repeated questions: if many visitors ask the same thing, add it as a suggested prompt or make it clearer on your website.
- Missed leads: visitors who showed interest but weren’t asked for their details. Adjust Collect Leads.
- Missed handoffs: visitors who wanted a person. Adjust Escalate to Human.
- Actions that didn’t run, or failed: read the reply’s action steps in Logs, or try the same message in the Playground: what ran, what it sent and received, and why other actions didn’t run.
- Spam or abuse: tighten the rate limit or allowed domains.