Browsing and Filtering Conversations

The Conversations page is where you read every chat your Agents have had with guests. One search bar finds them all: type a word to search the messages, or add filters like channel:whatsapp or unanswered:true to zero in on the chats that need you. Open any Conversation to see the full transcript and who the guest is. It's your window into what guests are actually asking and how your Agents respond.

Why This Matters

Reading real Conversations is the fastest way to understand how your Agent is doing. You'll see the questions guests ask, the answers your Agent gives, and the moments where it could do better. Use it to spot knowledge gaps, check the tone, and decide what to improve next.

Opening the Conversations Page

In the left sidebar, click Conversations (near the top, under Home). The page opens in columns:

On the left, the list of Conversations, most recent first.
In the middle, the transcript of whichever Conversation you select.
On the right, the Conversation context card with the guest's details. It shows on wide screens only.

Across the top sits the search bar, where you search and filter the list.

The Conversations page with a channel:whatsapp chip in the search bar, the Conversation list on the left, the transcript in the middle, and the Conversation context card on the right.

Reading the Conversation List

Each row in the list gives you a quick summary so you can scan without opening anything:

Tags -- small labels above the title that show what happened in the chat:
- No answer -- the guest wrote something the Agent didn't reply to. These chats likely need you, so this tag comes first.
- What the Agent did -- for example Knowledge search, Handover, or Contact details. The row names the first two and counts the rest (like +3).
Title -- the guest's first message, so you can tell at a glance what the chat is about.
Guest -- the guest's name, email, or phone number, when the Agent knows it.
Channel -- a badge for the Channel, like Web or WhatsApp.
Agent -- the name of the Agent that handled the chat. This shows only when your Organization has more than one Agent.
Date -- when the last message was sent.
Flag count -- a flag badge with a number if any messages in the Conversation have been flagged. See Flagging an Agent Message.

Scroll the list to load more. It keeps loading older Conversations as you go.

Searching and Filtering

Everything happens in one search bar. Each filter you add turns into a chip, and the list shows only the Conversations that match all of your chips. To remove a chip, click its ×. To start over, clear the whole filter with the × at the end of the bar.

The search bar with two filter chips, unanswered:true and -channel:whatsapp, and a third filter being typed that suggests the Organization's Agents.

Search the Messages

Type a word and press Enter to find every Conversation where it came up, like parking or breakfast. A few things to know:

Whole words only. pool finds "pool", but poo doesn't.
Several words narrow the list. late checkout finds Conversations that contain both words, anywhere in the chat.
Paste a Conversation ID to jump straight to that Conversation.

Add a Filter

Click the search bar to see every field you can filter by, with a hint for what each one accepts. Pick a field, then a value. Or type the filter yourself as field:value:

Filter	Finds Conversations...	Example
`channel`	on a Channel: `web`, `sms`, `whatsapp`, or `email`	`channel:whatsapp`
`agent`	handled by one Agent (only for Organizations with more than one Agent)	`agent:Concierge`
`unanswered`	with guest messages the Agent didn't reply to	`unanswered:true`
`handover`	where a handover to your team was requested	`handover:true`
`ability`	where the Agent used a skill, like searching your Knowledge	`ability:search_knowledge`
`link_provided`	where the Agent shared a `booking` or `support` link	`link_provided:booking`
`link_clicked`	where the guest clicked a `booking` or `support` link	`link_clicked:booking`
`flagged`	with at least one flagged message	`flagged:true`
`flagged_by`	flagged by you (`me`) or a colleague	`flagged_by:me`
`complaints`	by number of flagged messages	`complaints:>2`
`messages`	by number of messages	`messages:>=10`
`name`	with a guest whose first or full name starts with this	`name:Jane`
`last_name`	with a guest whose last name starts with this	`last_name:Doe`
`email`	with this guest email	`email:jane@example.com`
`phone`	with this guest phone number	`phone:+4915112345678`
`ext`	with a guest identifier from your systems, like a reservation number	`ext:reservation_number:12345`
`started`	that started on a date or in a date range	`started:2026-09-01..2026-09-30`
`last_message`	whose last message falls on a date or in a date range	`last_message:>=2026-10-01`

The flagged and flagged_by filters show only if you're able to flag messages. See Flagging an Agent Message for how flags work.

Fine-Tune a Filter

Several values: separate them with commas to match any of them. channel:web,whatsapp finds chats on either Channel.
Exclude: put a minus sign in front. -channel:email hides every email Conversation.
Compare: numbers and dates take >, >=, <, and <=, or a range with ...
Spaces: wrap a value with spaces in quotes, like name:"Jane Doe".

Mix filters and words freely. For example, channel:whatsapp unanswered:true breakfast finds WhatsApp chats about breakfast that still wait for an answer.

When Nothing Shows Up

The list tells you why it's empty:

No conversations match this filter. -- your filter works, but nothing fits it. Remove a chip to widen the search.
This filter cannot be used. -- the search can't read one of your filters, and the message below it says which one and why. Fix or remove that chip.
No conversations yet. -- there's no filter, and your Organization simply has no Conversations so far.

Viewing a Conversation

Click any row to open its transcript. At the top you'll see the Conversation's title, its Channel and Agent badges, a pill showing the count of flagged messages if there are any, and the Conversation ID.

Below that is the full back-and-forth:

User messages (from the guest) sit on the left.
Agent messages (your Agent's replies) sit on the right.
Staff and System messages appear too, labeled clearly, so you can see the whole picture.

Each message shows who sent it, the Channel it went through, and the time it was sent. If a message has been flagged, you'll see the flag right there on the message. The transcript reads top to bottom, oldest to newest.

An open Conversation transcript showing guest messages on the left and Agent replies on the right, with timestamps.

Seeing Who the Guest Is

On wide screens, the Conversation context card sits next to the transcript. It shows what your systems know about the guest, so you can help them without asking again:

Name, Email, and Phone
Identifiers from your systems, like a reservation number
Property and Stay dates
Loyalty -- whether they're a new or returning guest, and how many stays they've had

The Conversation context card with the guest's name, email, phone, reservation and guest IDs, property, stay dates, and a link to see all 8 of their Conversations.

The card shows the guest as they are now, not as they were during the chat. If a guest changed their email since, you'll see the new one. The card is read-only. Your guest data platform owns these details.

Two shortcuts help you follow a guest:

Filter by a value. Hover a row on the card and click the filter icon. The value joins your search as a chip, like email:jane@example.com, and the open Conversation stays open.
See all their Conversations. If the guest has chatted more than once, click See all … conversations to list every one of them.

If the card says No guest context, the Conversation isn't linked to a guest, or the guest's details have expired.

Sharing a Conversation With a Colleague

Every open Conversation has its own web address, and that address also holds your search. When you click a Conversation, its link appears in your browser's address bar. Copy that link, send it to a teammate, and when they open it they see the same Conversation, with the same filtered list around it.

This makes handing something off easy. Spotted a reply worth a second look, or built a filter your team should check every morning? Copy the link, drop it in a chat or an email, and your colleague sees exactly what you see. The only requirement is that they're a member of the same Organization.

The browser address bar showing the URL of an open Conversation, ready to copy and share.

Good to Know

Conversations are read-only. You review what happened here, you don't reply to guests from this page.
The list shows the Conversations with the most recent messages first and keeps loading older ones as you scroll.
The list skips Conversations with only one message, like a welcome message nobody answered.
Anyone on your team who's a member of the Organization can open the Conversations page.

What's Next

Flagging an Agent Message -- mark a reply that missed the mark so it can be improved
Navigating the Backoffice -- find your way around the rest of the product
How the Agent Works -- the mental model behind your Agent's answers