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The Conversation tab is a crucial feature of your AI agent that provides invaluable insights into user interactions, exporting conversations and sharing insights with clients. Conversation Tab Overview

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Key Features

Real-Time Monitoring

Watch live conversations as they unfold between users and your AI agent.

Performance Analysis

Gain insights to continuously improve your agent’s responses and effectiveness.

Easy Sharing

Share specific conversations with clients or team members using unique URLs.

Customizable Tags

Organize and categorize conversations for efficient management and analysis.
The Conversation tab is divided into three main sections.

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Left Panel: Conversation List

Left Panel The left panel provides a list of all conversations, date, platform and offers various sorting options.

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Conversation Fields

Each conversation in the list displays the following information:

ID

Unique identifier for each user (auto-generated or set via the API)

Interactions

Number of user messages in the current chat

Timestamp

Start time of the conversation

Channel

The channel were the conversation took place (Website, discord, instagram etc. See integrations for more information.) This is viewed as the TV screen on the left side.

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Sorting Options

There are three ways of sorting your conversations. All of them can be used in conjunction with each other.
  • Recent: Display newest conversations first
  • Oldest: Display oldest conversations first
  • More: Sort by highest number of interactions
  • Less: Sort by lowest number of interactions
Filter conversations using custom or predefined tags. Funnel email rules and tag routing write tags such as hot_lead or omar_alert when a lead qualifies — use those filters so each closer only sees their slice. See Lead Qualification Funnel.

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Central Panel: Conversation Transcript

The central panel displays the selected conversation transcript and offers session management features. Central Panel

Session Selection

Choose from sessions by ID using the list at the top of the panel.

Conversation Flow

Review the back-and-forth messages between the user and AI agent.

Voice Notes

Voice messages from channels such as WhatsApp appear as voice notes with an inline audio player and a Transcription panel when auto-transcription is enabled. Long transcriptions can be expanded with Show more.

Pin Session UI

Click the pin icon in the upper right to keep the session UI visible while scrolling. Handy when a user has many sessions to go through.
A new session starts each time a user with an ID initiates a conversation on your website. Because of this, one user might have many sessions.

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Right Panel: Conversation Management

The right panel provides tools for managing tags, using the handoff feature or sharing conversations via transcript URL. Right Panel

Transcript URL

Share specific conversations easily with a unique URL for each conversation. This is especially useful during the demo phase, as sharing a conversation with a client for feedback is more effective than presenting an agent that’s still a work in progress.
If configured, URLs are hosted on your agency’s domain and will always be whitelabeled.

Handoff Takeover

For information on live agent handoff, see Live Handoff.

Pin Session UI

Click the pin icon in the upper right to keep the session UI visible while scrolling. Handy when a user has many sessions to go through.

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Using Tags

  1. Click the + icon
  2. Enter a name for your custom tag
  3. Add as many tags as needed
  • Good Example: Marks with a checkmark (green)
  • Bad Example: Marks with an X (red)
  • Leave for later: Marks with a bookmark (purple) — use for conversations that need team review when they cannot clearly be marked good or bad

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Exporting Conversations

Exporting and storing conversations makes for many useful applications. Data storage and further data manipulation can provide deep insights into user behavior and preferences. These capabilities also offer excellent opportunities for upselling to clients by offering detailed data analysis.

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Export options

Use the Export dropdown in the conversation list toolbar (select one or more conversations first for selected exports).

As CSV

Export the selected conversations as CSV. Requires at least one row selected in the list.

As Text

Export the selected conversations as plain-text transcripts.

Export All

Export conversations matching your current filters (archive view, tags, search). Runs client-side against Firestore with a platform cap.

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Export limits

To protect workspace data and control Firestore read costs, exports are capped:
If you hit an API rate limit, wait for the time shown in the error message (or the Retry-After header) before retrying. For large archives, export in batches or use the Conversations API.
Need programmatic exports? See Export Agent Conversations (V3 API) and Export Convos (V2 API).

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Deleting Conversations

If you only want to store some conversations or clean up after testing, deleting conversations is a good way to maintain a more organized and relevant dataset.

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Deleting conversations is permanent and cannot be undone. Use caution when deleting conversations.

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Funnel scores and sales tags

If Lead Qualification Funnel is enabled, conversations also carry a lead score (0–100), matched qualification steps, and tags from email rules / percent splits. Filter the left list by those tags after a notify fires. Funnel sends one team email per conversation; tagging is how you keep routing visible in this tab.

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Best practices for the conversation tab

Regular Review

Set aside time to review conversations regularly for continuous improvement.

Tag Consistently

Use a consistent tagging system to make sorting and analysis more efficient.

Share Insights

Use the transcript URL feature to share notable conversations with your team or clients.

Backup Important Data

Regularly export crucial conversations to maintain a record outside the platform.