Conversations

Conversations is the central place to view all the interactions your agents have had with clients. It provides a complete historical record of every conversation.

Each entry in the list represents a single conversation. Clicking on one will show you detailed information about that interaction, including:

• Interaction Logs: The full transcript of messages exchanged between the agent and the client.
• Summary: A brief overview of the conversation's main points.
• Client Intentions: An analysis of what the client was trying to accomplish during the interaction.

This feature allows you to easily review past interactions, monitor quality, and gain insights into your clients' needs.

Filtering Conversations

The conversation list is initially filtered by a specific agent. You can switch between agents using the dropdown menu located at the top of the conversation list.

There are also two optional filters to help you narrow down your search:

• Channel: This filter allows you to select a specific communication channel and view only the conversations that happened through it.
• Date Range: Use this filter to display conversations that occurred within a specific period.