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Understanding the Conversations

The Conversations tab gives you a central place to review and analyse all interactions your AI agent has with customers. From here, you can:

  • View details of each conversation, including transcripts, insights and outcomes.

  • Filter conversations by date, agent and other attributes to quickly find what you need.

  • Identify patterns in customer questions, issues, or feedback.

This section helps you monitor performance, spot improvement opportunities, and ensure your AI is delivering the right experience to your customers.

Viewing Conversation Details

  1. In the left sidebar, click on the Conversations tab.

  2. A list of all calls and chats handled by your AI will appear.

    • Example: You might see a conversation from 30.08.2025 at 16:27.

  3. Click on a conversation to open its details. You’ll see:

  • Number - The phone number of the caller (available for calls only).

  • To - The agent who participated in the conversation.

  • Started At – When the conversation began (e.g., 16:27 on 30.08.2025).

  • Duration – How long it lasted (e.g., 5 minutes).

  • Collected Data – Information captured by the AI (e.g., Company Name: ABC Corp, Satisfaction Score: 4/5).

  • Summary – A short description of what the conversation was about (e.g., “Customer asked about product delivery”).

  • Transcript – A full word-for-word record of the interaction.

    • Example:

      • Customer: “When will my order arrive?”

      • AI: “Let me check… It will arrive on June 15.”

If a customer reports an issue, you can read the transcript to understand what happened and adjust your AI’s behavior if needed.

Filtering Conversations

When you have many conversations, filtering helps you quickly find the ones you need.

  1. In the Conversations tab, look for the filter icon (a funnel symbol near the top-right of the list of conversations).

  2. Click the icon to open filter options.

  3. Choose filters such as:

  • Agent – View only conversations handled by a specific AI (e.g., Company X Voice DE).

  • Conversation Length – Focus on short conversations (e.g., less than 1 minute) or long ones (e.g., more than 10 minutes).

  • Date Range - Select a specific time period to explore conversations.

  • Conversation Type - You can search for chat only or voice only.

  • Data Fields – Search by information collected in the conversation (e.g., Product ID: 12345).

  1. Click Apply to update the list with your chosen filters.

Example: To see all conversations handled by Company X Voice DE that lasted more than 5 minutes, set:

  • Agent = Company X Voice DE

  • Conversation Length = More than 5 minutes

  • Then click Apply.

Best Practices

  • Use filters regularly to focus on conversations most relevant to your analysis.

  • Review transcripts for edge cases where the AI misunderstood a customer.

  • Pay attention to the collected data for insights into customer needs and recurring topics.