Chatlayer Documentation
Get in touchAbout Chatlayer
  • Welcome
  • What's new
  • Send feedback
  • start quickly
    • Leadzy tutorial
      • 0. Introduction
      • 1. New bot, new block
      • 2. Understand your users
      • 3. Collect and display user input
      • 4. Steer the conversation with Conditions
      • 5. Empower your bot with Actions
      • 6. Set up a channel and publish your bot
    • Templates
      • Banking
      • E-Commerce Returns
      • E-Bike Shop
      • E-Scooter Support
      • Feedback
      • Find Nearest Location
      • GPT
      • 🆕Gym
      • Job applications
      • Knowledge base AI template
      • Lead generation
      • 🆕NPS
      • Restaurant
      • Retail
  • navigation
    • Analytics
      • Dashboard
      • Customers
      • Conversations
      • User flow
      • Intents
      • 🆕Funnels [Beta]
    • Bot builder
      • Flows
        • Canvas functionalities
        • Collaborate with team members
        • Manage your flows
        • 🆕[Beta] Export and import flows
      • Bot dialogs view
      • Translations
      • Events
    • NLP
      • Dashboard
      • Intents
      • Expressions
      • Entities
      • Train
      • NLP settings
      • Improve
    • Knowledge base AI
      • Add content to your KBAI
      • Build your KBAI flow
      • Use your KBAI source URL in a button
      • Use tags to limit your KBAI content
      • 🆕Use Tables to store your KBAI questions
      • 🆕Manage handover where KBAI is unsatisfactory
    • History
      • Conversations
      • Execution logs
      • Versions
    • Channels
    • Tables
      • Create a table with records
      • Column types
      • Operate on your records
        • Insert record
        • Update record
        • Retrieve record
        • Delete record
      • API
    • Settings
      • Bot settings
      • Offloading
      • Variables
      • Voice
      • Import/Export
  • build your bot
    • Conversation design
      • Plan your bot
      • Conversation design workflow
    • Flow logic
      • Blocks
        • Message
        • Condition
        • Collect input
        • Action
      • Go-to connections
    • 🆕Emulator
    • Tips & best practices
      • Route your flow depending on the time
      • Improve the Not understood block
        • How to create better not understood messages
        • Not understood counter
        • Not understood Google search
      • Go to previous block
      • Recognizing a returning user
      • Skip introduction message
      • Route your flow depending on the channel
      • Reuse flows
      • Connect two bots to each other
  • understand users
    • Natural language processing (NLP)
      • Basic NLP concepts
      • Detect information with entities
        • Match entities
        • Contextual entities
        • System entities
        • Composite entities
      • NLP best practices
        • Word order and diversity of expressions
      • AI intent booster
      • Train your NLP
      • Context
      • NLP import & export
      • Sentiment analysis
    • Languages
      • Supported languages
      • Make your bot multilingual
      • Change language within the conversation
  • set up channels
    • Add a channel to your bot
    • All channels
      • 🚨Facebook Messenger [Deprecated soon]
        • Facebook Admin Removal
        • Facebook Webview Whitelisting
        • Facebook Messenger API updates for Europe
      • 🚨Google Assistant [Deprecated soon]
      • Webhook
      • Web
        • 🚨Web V1 [Deprecated]
          • Customize web widget
          • Live example web widget
        • 🆕Web V2
          • 🆕From Web V1 to V2
          • 🆕Web V2 methods and options
    • Sinch Conversation API
      • Configure your Sinch Conversation API
      • 🆕 Make the most of RCS with Carousels
      • WhatsApp Business API
  • integrate & code
    • API calls
      • Configure your API integration
      • Advanced API features
      • V1 API Reference
      • Custom integrations 101
    • Code editor
      • [Example] Sending data to Airtable (POST)
      • [Example] Retrieving data from Airtable (GET)
      • [Example] Making SOAP requests
    • App integrations
      • Airtable
      • Freshdesk
      • Freshdesk Messaging
      • 🆕Gmail
      • Intercom
      • Mailgun
      • OpenAI: GPT-3, ChatGPT and GPT-4
      • Salesforce
      • 🆕Slack
      • Topdesk
      • Zendesk Support
      • Zendesk Sunshine (beta)
    • 🆕Expression syntax
    • Human handover & live chat
      • Sinch Contact Pro
      • #Interact
      • Genesys Cloud
      • Offloading Webhook
      • Salesforce Service Cloud
      • Sparkcentral by Hootsuite
      • Zendesk Chat
    • Chatlayer messages specifications
  • Publish
    • Publish your bot
      • Publish a flow
  • Analyze & maintain
    • Analytics definitions
    • Data retention
    • Maintenance
    • Session
    • Track events for analytics
  • VOICE
    • 🆕Send bot response as audio
    • Voicebots
      • Create a voicebot
      • Voicebot-specific actions
      • Test your voicebot
      • From chat to voice
  • access & support
    • Identity & Access
      • Single Sign-On (SAML SSO)
    • Billing & subscription
    • Get in touch
    • Chatlayer glossary
    • SaaS Regions & IP Ranges
    • Status
    • Debug your bot
      • No correct response
      • Collect input not working
      • Video isn't working
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On this page
  • Overview
  • Read transcripts
  • Voice recordings
  • Automatic audio recording transcription
  • Filter conversations
  • Delete conversations
  • Tag conversations
  • 🆕 Conversation flow [Beta]

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  1. navigation
  2. History

Conversations

Analyzing conversation history reveals your chatbot's strengths and areas needing improvement.

PreviousHistoryNextExecution logs

Last updated 9 months ago

Was this helpful?

The Conversations page fosters team collaboration through custom tags, simplifying organization and communication.

Overview

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:

  • 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.

Read transcripts

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.

On the right in the Conversations 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.

Voice recordings

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.

Automatic audio recording transcription

This feature is currently only available for Wavy WhatsApp channel.

View audio recordings and their transcriptions in the conversation history.

Filter 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!

Delete conversations

When you delete a conversation, it will also be permanently removed from our backend systems.

Tag 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!

Use tags in your filter to work with your team.

🆕 Conversation flow [Beta]

Now, you can debug directly within conversation history, allowing you to effortlessly track responses and streamline the debugging process. This enhancement simplifies understanding and refining bot 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.
The Conversations page.
By clicking the triggered intent, you will be redirected to intent page
Extend the view of the transcript.
Conversations page for voice bots.
Filter the Conversations using the Filter button.
Delete conversations
Tag conversations in the history.
Conversation flow in Conversation History.