Overview
Conversations is the log of every chat one of your agents has had. Each conversation shows the visitor’s name, email, status, resolution state, message count, timestamp, and any tags. You can search, filter, and sort, then open a conversation to read the full transcript and its AI insights.
Before you start
You need at least one published agent before conversations appear. If you have not launched an agent yet, see Managing Your Agents.
Opening your conversations
Select Agents in the left sidebar, under External Agents.
Select the agent whose conversations you want to read.
The agent opens on its Conversations tab.
If you have more than one agent, use the agent selector beside the tabs to switch agents without returning to the Agents page.
Reading a conversation
Each row in the list shows:
Visitor name, or “Anonymous Visitor” if the visitor did not share one
Visitor email address, if captured
Conversation status: Active or Completed
Resolution status: Unresolved, Resolved, Spam, or Archived
Message count
Time of the last message
Up to two tags applied to the conversation
Select any row to open the full transcript. The conversation detail page has its own back link to the list.
Insights shown on each conversation
When you open a conversation, the AI Insights panel shows values drawn from the conversation content:
Field | Possible values |
Sentiment | Positive, Neutral, Negative |
Lead Score | Hot, Warm, Cold |
Intent | Sales, Support, Information, Other |
Buyer Stage | Awareness, Consideration, Decision |
Follow-up Priority | High, Medium, Low |
These values are generated automatically. A Hot lead score with a Decision buyer stage, for example, signals that a visitor is actively ready to purchase.
Filtering and sorting conversations
Use the controls above the list to narrow results:
Enter keywords in the search field to find conversations by visitor name or content.
Use the Status filter to show All statuses, Active, or Completed.
Use the Resolution filter to show All, Unresolved, Resolved, Spam, or Archived.
Use the Tag filter to show only conversations carrying a given tag, or All tags for everything.
Use the sort control to change the order: Newest, Oldest, Most messages, Fewest messages, Last activity, or Name (A-Z).
Select the clear-filters button (the X icon) to remove all active filters at once.
Loading more conversations
If there are more conversations than shown, select Load More Conversations at the bottom of the list.
Exporting a conversation
With a conversation open, select the download icon in the header and choose Export as CSV or Export as PDF.
What happens next
Conversations you mark as resolved move under the Resolved filter. Visitors whose email was captured appear in Contacts automatically, with the same insights on their contact record.
You can also ask your assistant about this data. Open Home and ask which leads to focus on, or have it draft a follow-up. See Meet Your In-App Assistant.
Troubleshooting
No conversations are showing. Confirm you are looking at the right agent. Check the agent name beside the tabs, or use the agent selector. If you just published a new agent, wait for the first visitor before conversations appear.
Conversations are not updating with new messages. The list refreshes when you return to the browser tab. To force an update, navigate to another tab on the agent and back.
The filters show no matches. Your active filters may be excluding everything. Select the clear-filters button to reset them.
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