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Conversations

Conversations is the inbox for everything your assistants have done. Every web chat, phone call, WhatsApp message, Messenger DM, Instagram thread, and Telegram session is here, side by side. Read the transcript, listen to the recording (for voice), check what the assistant captured, and use it as the raw material for QA, coaching, and compliance review.

What you can do with it​

  • QA sampling (contact center) — A team lead pulls a random 10 conversations per assistant per day, reads through, and flags ones where the assistant got something wrong. The flagged transcripts drive the next round of prompt tuning.
  • Transcript review for compliance (healthcare / fintech) — A compliance officer reviews every voice call from the last 24 hours where the contact mentioned billing. They search by date and assistant, scan transcripts, archive the ones that passed.
  • Coaching live agents — A support manager reviews every escalation a human agent took over from AI, looking for handoff quality and resolution time.

How the page is laid out​

Two-pane layout:

  • Left tile column — list of conversations as cards. Each card shows the contact name (or phone/email if no name), channel icon, last-message preview, and timestamp.
  • Right transcript pane — clicking a card on the left renders the full transcript and any attached recording on the right.

Defaults​

  • Date range — last 7 days. Use the date picker to widen.
  • Page size — 50 per page.
  • Polling — the list refreshes every 20 seconds, so live conversations show up without a manual reload.

Filters​

  • Date range
  • Assistant
  • Channel (chat, phone, whatsapp, sms, messenger, instagram, telegram)
  • Status (open / closed)
  • Contact search (by phone / email)

CSV export​

Click Export in the toolbar. Two things to know:

  • You must select an assistant first. Export across all assistants is not supported — pick one assistant in the filter, then export.
  • The CSV includes one row per conversation with metadata + a transcript blob column.

Voice calls​

Phone widget conversations include:

  • The full transcript (speaker-labeled).
  • A recording you can play in-line.
  • Call duration and answering-machine detection result (live human vs. voicemail).

Where to next​

  • Forms captured — structured data the assistant pulled from these conversations.
  • Human agents — live takeover when the assistant escalates.
  • Usage — see what these conversations cost in credits.