Conversation History
Every conversation is permanently stored and accessible in the Activity → Chat Logs tab of each agent. You can search, filter, and read the full transcript of any session.
Accessing chat logs
1
Open your agent
Go to Agents and click your agent.
2
Click Activity
Select the Activity tab in the left navigation.
3
Select Chat Logs
Make sure the Chat Logs sub-tab is active (it's the default view).
4
Browse or filter conversations
Apply filters to narrow the list, or scroll to find a specific session.
5
Click a conversation
Click any row to open the full transcript in a slide-over panel.
What each conversation row shows
| Column / Badge | Description |
|---|---|
| Visitor name | Captured name, or "Anonymous Visitor" if no name was collected |
| Email / Session ID | Visitor's email if collected, otherwise the internal session ID |
| Channel badge | Source channel: Widget, WhatsApp, Instagram, Messenger, or Email |
| Confidence badge | Green (>70%), Yellow (40–70%), or Red (<40%) — the average AI confidence score for this conversation |
| Sentiment badge | Positive 😊, Neutral 😐, or Negative 😟 — the overall detected sentiment |
| Feedback badge | 👍 Good or 👎 Bad — if the visitor submitted a rating |
| Last message time | When the most recent message in this session was sent |
| Message count | Total number of messages exchanged |
| Improve button | Opens a quick Q&A editor to add the question and a better answer directly to the knowledge base |
Filters
| Filter | Options |
|---|---|
| Search | Free-text search across visitor name and email |
| Date range | All Time, Today, Last 7 Days, Last 30 Days, or Custom Range (pick start and end date) |
| Confidence | All, High (>80%), Medium (50–80%), Low (<50%) |
| Sentiment | All, Positive, Neutral, Negative |
| Feedback | All, 👍 Positive, 👎 Negative, No Feedback |
Exporting chat logs
Click Export in the filter bar to download all visible conversations as a CSV file. The export respects your current filter state — apply date or feedback filters first to narrow the export.
Using conversation history to improve your agent
- •Filter by Low Confidence to find questions the agent struggled with — add those as Q&A pairs in the knowledge base.
- •Filter by Negative Sentiment to spot frustrated visitors and identify gaps in your content.
- •Filter by Negative Feedback (👎) to read the exact exchanges visitors rated poorly.
- •Use the Improve button on any conversation to quickly add a corrected answer without leaving the chat logs view.
- •Look for recurring questions that aren't covered — add a new document or Q&A to address them.
Pagination
The conversation list is paginated. Use the Previous / Next buttons and the numbered page links at the bottom of the list to navigate. The total conversation count is shown alongside the page indicator.
💡
Review conversations with Low Confidence at least once a week in the first month after launch. Agents improve fastest when you regularly add corrected Q&A pairs based on real visitor questions.
Was this page helpful?