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Conversations

The chat logs provides a detailed view of all user interactions with your AI agent. It allows you to review individual conversations and evaluate your agent’s responses. Each log includes user messages, agent responses, and any triggered actions, helping you identify issues, optimize responses, and improve overall user experience.
AI agent Activity Filters
The chat logs can be filtered by the following:
  • Channel
  • Topics
  • Date range
  • Confidence Score
  • Feedback
  • Contains voice sessions
  • Sentiment
  • Contact ID or email
    AI agent Activity Filters

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Revise Answer

This feature allows you adjust the AI Agent’s response if it wasn’t accurate or satisfactory. When you click the Revise Answer button, a form appears showing the user’s original question, the AI Agent’s response, and a field where you can enter the expected answer. Once the answer is updated, the question and answer are added automatically to the Q&A section of your sources. 
Improve Answer Feature
Matched Q&A When a response matches a Q&A source, you can now click the Matched Q&A to open the corresponding Q&A directly, without having to manually search for it in your sources.
Improve Answer Feature

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Pausing a Conversation

Pause Conversation You can pause a conversation manually from the chat logs. Open the conversation and use the pause control. While a conversation is paused, the agent stops replying to that user until you resume it. This is useful when a user is abusing the agent. Manual pausing is supported for conversations on these channels:
  • Chat bubble, iframe, Center Stage, and Help page
  • API
  • WhatsApp, Messenger, and Instagram
  • Playground, Q&A preview, and Action preview
Conversations can also be paused automatically when Spam detection flags them under Build > Guardrails.

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Confidence Score

This indicates how confident the AI Agent is in its response based on the sources you’ve trained it on. You can review responses with low confidence scores and revise them to improve their accuracy.

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Exporting Conversations

You can export the conversations in the chats log directly from the dashboard using the Export button. The export can be downloaded as JSON, PDF, and CSV.
Exporting Conversations

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Automatic conversation ending

Idle conversations are now automatically ended after 3 hours of inactivity. If a conversation hasn’t received a new message within this period, it will be marked as ended automatically. For now, conversations from the following channels are excluded and will not automatically end due to inactivity:
  • WhatsApp
  • Messenger
  • Instagram
  • Slack
  • Email
  • Salesforce
  • Zendesk
  • Zendesk Messaging
  • Phone

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Leads

This section shows the collected leads along with their submission date. Custom fields configured on the Collect Leads action each get their own column. You can filter leads by date and export them as CSV or PDF. The leads form can be configured Build > Actions and creating the Collect Leads action

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Collected data

This section shows the submissions collected by your Collect Data actions, along with their submission date and an Action column showing which action collected them. Each field configured on a Collect Data action gets its own column. You can filter submissions by date, export them as CSV or PDF, and delete the ones you select.