Conversations

Conversations is the operational center of the agent dashboard. It is where you verify whether the agent is actually helping users.

What The Main List Supports

The conversation list includes filters for:

• status
• channel
• assignee
• dates
• message count
• free-text search

Use it to move quickly from "something feels off" to the exact conversations that explain why.

Conversation Detail View

Open a conversation to inspect the full operating context, not just the transcript.

The detail view can include:

• full message history
• channel type and state
• assignment details
• takeover, resume-AI, and close actions
• end-user profile information
• feedback tied to that conversation
• voice session history and recording playback
• tool-call diagnostics from voice sessions
• observe mode for watching without taking over

Common Use Cases

Review a bad answer

Open the conversation and inspect:

• what the user actually asked
• whether retrieval found the right context
• whether an interceptor should have fired
• whether the conversation should have escalated earlier

Handle a live escalation

• claim or open the conversation
• take over as a human
• reply directly if the channel supports it
• hand control back to AI only when the user is stable again

Debug voice issues

• open the voice session details
• review the recording if available
• inspect tool calls and latency
• verify whether the issue was speech, retrieval, or tool behavior

Best Practices

• review real conversations every week even if metrics look healthy
• use filters to isolate one failure pattern at a time
• pair conversation review with Feedbacks and Analytics
• update Sources, Interceptors, or Agent Settings only after you understand the failure mode

Related Docs

Takeover Queue

Find escalations and claim conversations needing human attention.

Feedbacks

Review low-rated chats and comments to find quality issues.

Users

End-user profiles, channel identities, history, and metadata.