Browsing and Filtering Conversations

The Conversations page is where you read every chat your Agents have had with guests. You can search across all of them, filter by Channel or Agent, zero in on the ones that need attention, and open any Conversation to see the full transcript. 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 two panes:

• On the left, the list of Conversations, newest first.
• On the right, the transcript of whichever Conversation you select.

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

Reading the Conversation List

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

• Title -- the guest's first message, so you can tell at a glance what the chat is about.
• Last message -- a short preview of the most recent reply.
• Channel -- a badge for each Channel the Conversation used, like Web or WhatsApp. A single Conversation can span more than one Channel.
• 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

The filter bar helps you find exactly what you're looking for. You can combine any of these, and a Clear link resets them all at once. The result count on the right tells you how many Conversations match.

Search

Type in the search box to find Conversations by their content. The search matches the text of any message in the Conversation, so you can look for a topic (like "parking" or "check-in time") and find every chat where it came up. You can also paste a Conversation ID to jump straight to a specific one.

Channel

Filter by where the chats happened. Pick one or more Channels:

• Email
• SMS
• Web
• WhatsApp

Agent

If your Organization runs more than one Agent, choose a single Agent to see only its Conversations. Orgs with just one Agent won't see this filter, since there's nothing to narrow down.

Flagged

Focus on Conversations that contain flagged messages. This filter appears when you're able to flag messages:

• Any status -- no filter (the default).
• Flagged -- Conversations with at least one flag from anyone on your team.
• Flagged by me -- Conversations you personally flagged.
• Not flagged -- Conversations with no flags.

See Flagging an Agent Message for how flags work.

Viewing a Conversation

Click any row to open its transcript on the right. 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.

Sharing a Conversation With a Colleague

Every open Conversation has its own web address. 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 land right on the same Conversation, already scrolled into place in the list.

This makes handing something off easy. Spotted a reply worth a second look? 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.

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 newest Conversations first and keeps loading older ones as you scroll.
• 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