Overview
The Conversations page lets you view and analyze all chat interactions between your agent and website visitors. Monitor what users are asking, how your agent responds, and export conversation data for analysis or compliance purposes.Accessing Conversations
Navigate to Conversations in your agent’s sidebar menu. The page displays a split-view layout:| Panel | Purpose |
|---|---|
| Left Panel | Scrollable list of all conversation threads |
| Right Panel | Detailed view of the selected conversation |
Conversation List
The left panel shows all conversations (threads) with your agent, sorted by most recent activity.Thread Preview
Each thread in the list displays:- First message: The visitor’s initial question or message
- Agent response preview: Beginning of your agent’s first response
- Message count: Total messages exchanged in the thread
- Time since activity: How long ago the conversation occurred (e.g., “5 minutes ago”, “2 hours ago”)
Selecting a Conversation
Click any thread in the list to view its full contents in the right panel. The selected thread is highlighted with a blue background for easy identification.Loading More Threads
Conversations are loaded in batches of 50 for performance. When more threads are available:- Scroll to the bottom of the thread list
- Click Load More to fetch additional conversations
- The button shows how many threads are currently loaded out of the total
Viewing Conversation Details
When you select a conversation, the right panel displays the full interaction with two tabs:Chat Tab
The Chat tab shows the complete message history:- User messages: Displayed in blue bubbles, aligned to the right
- Agent responses: Displayed in white/gray bubbles, aligned to the left
- Timestamps: Each message shows the date and time it was sent
- Sources: If your agent cited knowledge base sources, they appear above the response with a clickable indicator
Timestamps are displayed in your local timezone and follow your browser’s locale settings for date/time formatting.
Details Tab
The Details tab provides metadata about the conversation:| Field | Description |
|---|---|
| Thread ID | Unique identifier for this conversation (useful for support tickets) |
| Messages | Total number of messages exchanged |
| Created | Date and time when the conversation started |
| Last Activity | When the most recent message was sent |
| First Message | The visitor’s opening question or message |
Searching Conversations
Use the search bar at the top of the conversation list to find specific interactions.How Search Works
- Type your query in the search field
- Wait briefly for results (search is debounced for performance)
- The thread list updates automatically to show matching conversations
- Clear the search field to return to the full list
Search Tips
| Search For | Example |
|---|---|
| Specific topics | ”pricing” or “refund” |
| Product names | ”premium plan” |
| Error mentions | ”error” or “not working” |
| Feature questions | ”how do I” |
Filtering by Date
Filter conversations to a specific time range using the filter dialog:Select Date Range
Click the date field to open the calendar picker. Select a start date, then an end date to define your range. The calendar shows two months side-by-side for easy range selection.
Apply Filter
Click Close to apply the filter. The conversation list updates to show only threads within your selected dates.
Exporting Conversations
Export individual conversations for record-keeping, compliance, or analysis. Each conversation can be exported in multiple formats.Export Formats
| Format | Best For |
|---|---|
| JSON | Technical analysis, importing into other tools, programmatic processing |
| Documentation, sharing with stakeholders, archiving | |
| CSV | Spreadsheet analysis, bulk data processing, reporting |
How to Export
Open Export Menu
Click the menu button (three dots ⋯) in the conversation header on the right panel.
Exported files contain all messages in the conversation, including timestamps and message roles (user/agent). Source citations are included where applicable.
Refreshing Data
Click the refresh button (circular arrow icon) to reload the conversation list with the latest data. This is useful when:- New conversations have occurred since you loaded the page
- You want to see updated message counts
- You’re monitoring active conversations throughout the day
Understanding Conversation Patterns
Use the conversation list to identify patterns and improve your agent:High Message Counts
Conversations with many messages might indicate:- Complex questions requiring multiple clarifications
- Engaged users exploring your agent’s capabilities
- Potential areas where your knowledge base needs expansion
Recent Activity
Monitor recent conversations to:- Catch issues with agent responses quickly
- Understand current user interests and questions
- Identify trending topics or concerns
Common Questions
When you notice the same questions appearing repeatedly:- Copy the visitor’s question from the conversation
- Navigate to Sources → Q&A
- Create a new Q&A entry with the question and your ideal answer
- Your agent will now provide consistent answers to similar questions
Best Practices
Review conversations regularly
Review conversations regularly
Set a schedule to review recent conversations - daily or weekly depending on volume. This helps you catch issues early and continuously improve your agent.
Search for problem patterns
Search for problem patterns
Periodically search for terms like “error,” “don’t understand,” “wrong,” or “help” to find conversations where visitors may have had negative experiences.
Export for compliance
Export for compliance
If your industry requires conversation records, export conversations regularly in PDF format for archival purposes.
Use insights to improve
Use insights to improve
When you notice repeated questions or topics, add that content to your knowledge base. If responses are incomplete, update your sources or system prompt.
Track alongside analytics
Track alongside analytics
Combine conversation review with the Analytics page to correlate user questions with traffic patterns and identify your most impactful content.
Share insights with your team
Share insights with your team
Troubleshooting
No conversations showing
No conversations showing
Possible causes:
- Your agent hasn’t had any conversations yet
- Date filters are excluding all conversations
- Search query has no matches
- Deploy your agent and interact with it to create test conversations
- Clear all filters using the filter dialog
- Remove or modify your search query
Old conversations missing
Old conversations missing
Possible causes:
- Date filter is set to recent dates only
- Conversations may have been deleted
- Data retention policies may apply
- Check your date filter settings and clear if necessary
- Contact support if you believe data should be present
Export not downloading
Export not downloading
Possible causes:
- Browser blocking downloads
- Pop-up blocker interfering
- Large conversation causing timeout
- Check your browser’s download permissions and pop-up settings
- Try a different export format (CSV is typically fastest for large conversations)
- If the conversation is very long, try again after a moment
Search not finding expected results
Search not finding expected results
Possible causes:
- Search looks at message content, not metadata
- Spelling or phrasing differences
- Try alternative keywords or partial words
- Use broader search terms
- Scroll through conversations manually if searching for a recent interaction
Conversations not updating
Conversations not updating
Possible causes:
- Browser caching old data
- Page hasn’t been refreshed
- Click the refresh button to reload conversations
- Hard refresh the page (Ctrl+Shift+R / Cmd+Shift+R)
Privacy Considerations
When reviewing conversations, keep these privacy best practices in mind:- Handle sensitive data carefully - If visitors share personal information, handle it according to your privacy policy
- Team access - Only workspace members with appropriate permissions can view conversations
- Data retention - Consider your data retention policies and export/delete old conversations regularly
- Compliance - Ensure your conversation storage practices comply with applicable regulations (GDPR, CCPA, etc.)
Next Steps
View Analytics
Track usage metrics and identify trends in how visitors interact with your agent.
Add Knowledge Sources
Expand your agent’s knowledge to better answer the questions you see in conversations.
Create Q&A Entries
Add Q&A pairs for common questions you’ve identified in conversations.
Modify System Prompt
Adjust your agent’s behavior based on conversation insights.