Conversation history

Conversation history provides the insights of your chatbot performance showing where your assistant shines in helping users and helping to identify areas for improvement. 
It also fosters team collaboration through custom tags, simplifying organization and communication.
In the conversation history tab, each item in the list corresponds to a conversation. It is possible for one user to have multiple conversations, and thus multiple items in that list.
Conversations that will not be shown in this table:
The test conversations you had with your bot in the "test your bot" window will be shown in the conversations tab under emulator. These conversations don't count towards the number of conversations used in the pricing
Empty conversations that do not contain any message from the user to the bot will not be shown in the conversations tab. These conversations will count towards the number of conversations used in the pricing.
Conversations through a voice channel will include both transcripts of the entire conversation and audio file, if your bot contains start/stop recording actions or if all conversations of that channel are being recorded. Read more about voice bot recording here.​
Filtering conversations
Effortlessly filter conversations by customer ID, user name, external user ID, campaign ID, channel, and date range. Customize your reading experience for optimal insights!
Viewing transcript
Explore all available transcripts in the by clicking one of conversation on the left hand list. Each transcript provides a turn-by-turn record of each user interaction and what intents they hit along the way. Click on triggered intents to navigate to the intent page for deeper insights.
By clicking the triggered intent, you will be redirected to intent page
Extension area 
On the right in the Conversation history page you'll find the extension area. It is designed to quickly give you relevant context information of the current customer and conversation details, and it provides tools that can be useful when evaluating conversations. You can resize extensions for a personalized view. 
Tagging conversations
Enhance collaboration with custom tags! Organize transcripts effortlessly in the Conversation Details. Click to add your own tags and find important conversations with ease!
Filtering tagged conversations
You can easily filter your tagged conversations for improved organization and efficiency. 
Voice and phone conversations
Conversations through a voice channel will include both transcripts of the entire conversation and audio file, if your bot contains start/stop recording actions or if all conversations of that channel are being recorded. Read more about voice bot recording here.​
If your voice bot is being recorded, please make sure you inform your user about this in your voice bot flow (if the user hasn't given their explicit consent yet) to obey privacy laws.
Last modified 2mo ago