Conversations

Conversations is the record of everything your agents have done. Every call, every message thread, every web chat, in one list you can filter, read, and export. It is where you go when something went wrong and you need to know exactly what was said.

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Prerequisites

• An agent that has taken at least one conversation, from Dispatch

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Where conversations live

Conversations appears at two scopes, under Monitor in the sidebar. The selector at the top of the sidebar decides which one you are on. It reads All agents for the whole organization, or the agent’s name when you are inside one. Active is at All agents only: the stream behind it has no per-agent view. Web chat appears only on its agent’s Conversations tab, not at All agents.

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What a row is

One row is one conversation. A voice row is one call. A messaging or web chat row is one thread, which already covers every message in it. The Channel column tells you which kind you are looking at, and Length follows it: 4:12 for a call, 9 msgs for a thread.

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Chronological and Threaded

The two tabs on the right of the toolbar change how the list is drawn, and it opens on Chronological: newest first, one flat row per conversation. Threaded groups conversations by the person on the other end, using the last ten digits of their number, so a call and an SMS to the same number sit together. Each group lands where its newest member would have been. Inside it, members run oldest to newest, joined by a connector line. Threaded ignores the Sort control: groups are always newest first. Changing the sort still changes which rows load, so the list can shift under you without reordering. It still draws one row per conversation. Threading changes the order, not the unit.

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Find a conversation

The list opens on the newest conversations and pages as you scroll, with a Load more button under the table. There is no date filter, so reaching something from last week means loading your way back to it. Five controls narrow the list, and a sixth changes how it is sorted and what it shows. Some search everything you have; others only look at the rows already on screen, which is called out below where it matters.

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The search box

Searches the rows already loaded, across the contact’s number, the contact’s name, the pathway name, and the conversation ID. An agent’s name on a call is not in that list. Use the Agent filter for that. It does not search transcripts. For that, open a conversation and use the search field inside it. If you know the conversation exists and search finds nothing, it is almost always still unloaded. Press Load more and search again.

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Agent

Pick one agent or several, and the list narrows to their conversations. It only exists at All agents. Inside an agent you are already narrowed to one.

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Call source

The select beside the search box reads Live calls, and that is a filter.

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Filter

The Filter button opens a condition builder. The channel select inside it covers every conversation. The conditions under it only apply to the rows already loaded. Add conditions on Status, Direction, Escalation, QC tags, or Contact. With more than one you get an All and Any switch, and it starts on All. Direction and QC tags only carry data on calls, so a positive condition on either drops every message thread and web chat from the list. The status filter offers seven values and the list can show more than that. A status the chip does not recognize reads No Answer, so filter on Status to narrow, not to conclude. Name a set of conditions under Saved filters and it stays in this browser.

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Saved views

The chips above the toolbar are one-click filter presets. Two ship with the product: Failed & No-Answer and Escalated. A view you create lives for one page load. If you want to keep it, build it under Filter as a saved filter instead.

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Sort and columns

Sorting is behind the Sort button, not the column headers. Clicking a header does nothing. There are two fields to sort on, Started and Last activity, and a Newest and Oldest switch. The Columns button shows all twenty, eleven of them on to start with. Of the nine that are off: Your choice is stored in this browser, not on your account.

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Read a conversation

Click a row and a panel opens on the right. The page behind it stays live, so you can keep working the list. Drag the left edge to make it wider, and use the chevrons at the top to step to the previous or next conversation in the list you filtered. The copy icon in the panel header offers Copy Conversation ID, and on a call Copy all Logs, which is a raw JSON dump rather than a readable transcript. Copy transcript beside it works on message threads and web chat. On a call it stays disabled: a call’s words live in the timeline, which has a search of its own. On a call there is also a Flag, the same one as on the row.

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A call

The middle of the panel is the call itself: an event strip across the top, the timeline under it, and the recording pinned to the bottom if there is one. Click an event in the strip and both the timeline and the audio jump to it. The timeline has its own search, and on a call that ran a pathway it has three views: Transcript, Detail, and Logs. It opens on Transcript. Hover a turn and the actions it supports appear, up to four of them.

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A message thread or web chat

You get the transcript, with speakers labelled Agent, User, and Rep. A web chat thread loads newest first, with Load earlier messages above it. On a message thread you can also step in yourself, on an enterprise plan. Take over hands the conversation to you and pauses the agent. The agent stays paused until you press Return to agent. You can also send one message as a human and leave the agent running. End closes the thread. A message that failed to send can be retried from its own bubble.

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The right-hand column

Only Metadata starts open, and it is the one that answers how the conversation went. It holds the ID, the channel, the direction, the agent, when it started and ended, and a written summary at the end. Duration and cost are on calls; a message count is on threads. Notes, Memory, Pathway Tags and QC Tags follow it, closed, and carry what you and the agent put there. Four more sections are there and stay empty: Variables, Citations, Guardrails & Alerts and Metrics. Nothing writes to them. Three things here sound alike and are not. The Dispositions column on the list is the tag the call ended on. Status is whether it connected at all. The Disposition row inside Metadata is a messaging-thread field and is not on a call. Notes are voice only. Hide the whole column with the panel toggle at the top when you want the transcript full width.

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Open in Testbed

The test-tube icon in the panel’s top bar opens the whole conversation in Testbed. It is an icon rather than a labelled button, and it appears on calls only. There is also a Testbed button in the list toolbar, which opens it empty.

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Flag what needs looking at

Every voice row has a Flag button at the far right, and the same button is in the panel header. Flagging either opens a new issue, which takes a name, a severity, a description and a note, or adds the call to one that already exists, which still takes a note. The note is required on both, and the submit button just stays disabled until you write one. To do several at once, tick the rows and use Add to Issue in the bar that appears at the bottom. That is a different, shorter form: a new issue there takes only a title. Issues hold calls, so any message threads in your selection are counted and skipped.

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Export conversations

The download icon in the toolbar opens Export conversations. Calls and message threads export as separate files. Pick one under Data to export. There is no web chat export. The rest of the modal is the date range, the timezone it is read in, the email address the file goes to, and Exclude columns for trimming the file. The range defaults to the last 30 days and cannot exceed 180. Transcripts are excluded from a call export by default, because they are enormous. You do not get a download. The job runs in the background and emails you a link when it finishes.

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Look up a contact

Contacts is the people on the other end, built up as they interact with your agents. One row per person, with how many messages they have sent, how many of your agents they have met, and what the agent remembers about them. This tab is organization-wide even when you open it inside an agent. Click a row for the profile: their details in your organization’s own schema, then Memory, Agents, Timeline, CRM, and Raw. Profile in the header edits the schema itself, the fields every contact record carries and the patterns they are validated against. CRM sync connects HubSpot or Salesforce over OAuth and keeps them fed: contact identity, summaries, memory entities, deals and opportunities, and interaction history, each switchable on its own.

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Watch calls in flight

Active is the calls happening right now, at All agents only. ID, status, a duration that ticks, from, to, and the objective. Click a row for a live transcript as it happens. You can also listen in, which is an organization setting: if it is off you get a padlock and a link to turn it on. With nothing running, the empty state offers to call your own number, which is the fastest way to watch the tab work.

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Common failures

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Next steps

Docs for agents: llms.txt