Managing Conversations

Review, filter, export, and delete your agent's conversations from the Logs page.

Every conversation your agent has, on every channel, is saved in Logs. In your agent, go to Activity > Logs.

Find conversations

Filter the list by:

• Date range: Last 24 hours, Last 7 days, or Last 30 days.
• Channel: All channels, Playground, Public chat, Web widget, or WhatsApp.
• Feedback: conversations where customers rated replies.

Select a conversation to read it.

Read a conversation

You’ll see every message from the customer, the AI, and any teammates, along with events such as a handoff or a lead being captured.

Reading conversations is the best way to improve your agent. Look for:

• Questions the agent couldn’t answer: add the missing knowledge.
• Wrong or off-tone answers: adjust the instructions or add a Q&A.
• Missed chances to capture a lead or hand off: refine your trigger conditions.

Export a transcript

Open a conversation and select Export transcript to download it.

Delete a conversation

Open a conversation and select Delete conversation. This permanently deletes the conversation and its messages, and can’t be undone.

To delete all of an agent’s conversations at once, use Delete conversations in the agent’s Settings.

Handed-off conversations

Conversations handed to your team are managed in the Helpdesk. See Live Support and Tickets.