Reading conversations

Every chat a visitor has with your agent is recorded so you can read it back. Conversations are the single best way to understand what people actually want, how well your agent answers, and where your knowledge base has gaps. Open the Conversations tab in your project to get started.

The conversation list

The list shows your chat history across all channels, newest first. Each row gives you the essentials at a glance:

• Channel — a coloured badge showing where the chat happened (for example Widget, iFrame, Hosted page, or Custom domain). You may also see badges for channels that are still coming soon, such as WhatsApp.
• Visitor — a short, anonymous identifier for the visitor. If the chat has been evaluated, a one-line summary appears underneath, with a coloured sentiment dot.
• Msgs — how many messages were exchanged.
• Started and Last message — when the chat began and when it last had activity.
• Status — Active (the visitor is currently chatting) or Ended.

Click any row to open the full thread.

Filtering and searching

Three controls at the top of the list help you find what you're looking for:

• Search message content — type a word or phrase and press Enter to show only conversations that contain it somewhere in their messages. Clear it with the × to return to the full list.
• Channel — narrow to a single channel, or show All channels.
• Status — show only Active or Ended chats, or All status.

The filters work together, so you can combine a content search with a channel and status to zero in quickly.

Reading a thread

Click a conversation to open the thread detail view. The header shows the visitor, the channel badge, the status, and when the chat started and ended.

The main panel replays the full back-and-forth between the visitor and your agent, in order. Each agent reply shows the time it was sent, and — where available — the tokens and credits it used. If the agent used a tool (for example, searching your knowledge base), you'll see a compact tool entry summarising what it did, such as how many pieces of content it retrieved.

Session info panel

Beside the thread is a Session info panel summarising the whole conversation:

• Visitor and Channel — who chatted and where.
• Messages, User turns, and AI turns — the size and shape of the conversation.
• Chunks retrieved — how many pieces of your knowledge base the agent pulled in to answer across the whole chat.
• Tokens used — the total volume of text processed for this conversation.
• Credits used — what this conversation cost against your plan's allowance.

These usage figures only appear when there's something to show. For more on what they mean and where else to monitor them, see Usage & credits.

What's next

• Understand the panels above the list in Engagement & evaluation.
• Learn how usage is measured in Usage & credits.