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Viewing Conversations

The Conversations page shows everything Theo has discussed with your customers. Here's how to use it.

Accessing Conversations​

  1. Click Conversations in the left menu
  2. You'll see a list of all chats and calls

Understanding the List​

Each conversation shows:

  • Contact name or phone number
  • Channel - Phone call or website chat
  • Date and time of the conversation
  • Duration - How long it lasted
  • Preview - First few words of the conversation

Icons​

  • Phone icon - Voice call
  • Chat icon - Website chat

Filtering and Searching​

Type a name, phone number, or keyword to find specific conversations.

Filters​

By Channel:

  • All conversations
  • Phone calls only
  • Website chats only

By Date:

  • Today
  • Last 7 days
  • Last 30 days
  • Custom date range

Sort By:

  • Newest first
  • Oldest first

Viewing a Conversation​

Click on any conversation to see the full details.

For Phone Calls​

You'll see:

  • Full transcript - Everything said during the call
  • Recording - Audio playback (if available)
  • Call duration - How long the call lasted
  • Phone numbers - Caller's number and your number

Listening to Recordings​

  1. Click the play button
  2. Audio will play in your browser
  3. Use controls to pause or resume

Note: Recordings are kept for 90 days.

For Website Chats​

You'll see:

  • Full message history - All messages exchanged
  • Visitor information - If they provided any
  • Duration - How long they were chatting

Reading the Transcript​

The transcript shows the conversation like a text message thread:

  • Right side - What the customer said
  • Left side - What Theo said

Special Indicators​

Tool Usage​

Sometimes you'll see notes about actions Theo took:

  • "Checked calendar availability"
  • "Captured contact information"
  • "Looked up business hours"

Knowledge Citations​

If Theo referenced specific information from your knowledge base, you might see which facts it used.

To enable this feature, go to your agent's configuration, open the Advanced Settings section, and turn on AI Reasoning Capture.

What to Look For​

When reviewing conversations, check for:

Good Signs​

  • Customer got their question answered
  • Appointment was booked successfully
  • Contact information was captured
  • Customer seemed satisfied

Things to Improve​

  • Theo said "I don't know" too often
  • Incorrect information was given
  • Customer got frustrated
  • Theo misunderstood the question

Best Practices​

Review Weekly​

Set aside time each week to review recent conversations. This helps you:

  • Spot patterns in customer questions
  • Identify knowledge gaps
  • Improve your agent's responses

Act on Leads​

When you see new leads in conversations:

  • Follow up promptly
  • Add notes to their contact record
  • Schedule any follow-up actions

Learn from Mistakes​

If Theo made an error:

  • Don't worry — AI isn't perfect
  • Figure out why it happened
  • Add the correct information to prevent future errors

Common Questions​

How long are conversations kept?​

Transcripts are kept as long as you have your account. Audio recordings are kept for 90 days.

Can I delete a conversation?​

Yes, you can delete conversations by selecting them and clicking on Delete Selected on the top right corner.

Why can't I see a recording?​

Some calls may not have recordings due to:

  • Technical issues during the call
  • Very short calls
  • Calls that went to voicemail before connecting

Need Help?​