Viewing Conversations
The Conversations page shows everything your AI agents have discussed with customers. Use it to review transcripts, listen to call recordings, and monitor agent performance.
Accessing Conversations
- Click Conversations in the left menu
- You'll see a list of all chats and calls
The conversation list automatically refreshes every 5 seconds, so you'll see new conversations as they happen.
Understanding the List
Each conversation shows:
| Element | Description |
|---|---|
| Contact name | The customer's name (or phone number for unknown callers) |
| Channel icon | Phone icon for calls, SMS icon for text messages, chat icon for website chats |
| Agent info | Which agent handled the conversation |
| Timestamp | When the conversation occurred |
| Preview | First few words of the conversation |
Status Badges
Conversations may show these badges:
| Badge | Meaning |
|---|---|
| Live | Conversation is currently in progress (green pulsing indicator) |
| Test | A test conversation (from the Test Chat panel or test call) |
| Voice Call | Conversation was a phone call |
| SMS | Conversation was via text message |
| Voicemail | Caller left a voicemail |
| Duration | Length of phone calls (e.g., "2:34") |
| Message count | Number of messages for chat conversations |
Filtering and Searching
Search
Use the search bar to find conversations by:
- Customer name
- Phone number
- Message content
- Agent name
Search starts automatically after you stop typing — no need to press Enter.
Filter Sidebar
Click the Filters button to open the filter panel with these options:
Channel Filter
Filter by conversation type:
- All — Show all conversations
- Calls Only — Show only voice calls
- SMS Only — Show only SMS text conversations
- Chats Only — Show only website chat conversations
Sort Order
Choose how to sort the list:
- Newest First — Most recent conversations at the top (default)
- Oldest First — Oldest conversations at the top
Date Filter
Filter by when the conversation occurred:
Quick Presets:
- Last 7 days
- Last 30 days
- Last 90 days
Custom Range:
- Click "Custom"
- Select a start date (From)
- Select an end date (To)
When filters are active, the Filters button shows an "Active" badge so you know results are being filtered.
Selecting Multiple Conversations
You can select multiple conversations to perform bulk actions:
- Click the checkbox next to any conversation
- Or use "Select all" to select everything on the current page
- A purple bar appears showing how many are selected
- Click Delete Selected to remove selected conversations
Deleting conversations is permanent and cannot be undone. This removes both the transcript and any associated recordings.
Viewing a Conversation
Click any conversation to open the detail panel. What you see depends on the conversation type.
For Phone Calls
The detail panel shows:
| Section | Description |
|---|---|
| Call Info | Phone number, duration, agent name |
| Recording | Audio playback with play/pause controls |
| Transcript | Full text of everything said |
| Tool Usage | Actions the agent took during the call |
Listening to Recordings
- Click the play button in the recording section
- Audio plays directly in your browser
- Use the progress bar to skip forward/back
- Adjust volume as needed
Note: Recordings are kept for 90 days after the call.
For SMS Conversations
The detail panel shows:
| Section | Description |
|---|---|
| Contact Info | Phone number and name if known |
| Agent Info | Which agent handled the SMS conversation |
| Message History | Full text message thread |
| Tool Usage | Actions the agent took during the conversation |
For Website Chats
The detail panel shows:
| Section | Description |
|---|---|
| Contact Info | Name, email, phone if provided |
| Agent Info | Which agent handled the chat |
| Message History | Full conversation thread |
| Tool Usage | Actions the agent took during the chat |
Reading Transcripts
The transcript displays like a messaging app:
- Customer messages appear on the right side
- Agent messages appear on the left side
- System events appear in the center (tool usage, etc.)
Tool Usage Indicators
You'll see notes when the agent took actions:
| Action | What It Means |
|---|---|
| "Checked calendar availability" | Agent looked up open appointment slots |
| "Captured contact information" | Agent collected name, email, or phone |
| "Booked appointment" | Agent successfully scheduled an appointment |
| "Transferred call" | Agent forwarded to a human |
| "Searched knowledge base" | Agent looked up information to answer a question |
AI Reasoning (Advanced)
If you've enabled AI Reasoning Capture in your agent's Advanced Settings, you can see the agent's thought process for each response. This helps you understand:
- Why the agent chose a specific response
- What information it considered
- How it interpreted the customer's question
Learn how to enable AI Reasoning →
What to Look For
When reviewing conversations, watch for these patterns:
Good Signs
- Customer questions answered accurately
- Appointments booked successfully
- Contact information captured
- Natural conversation flow
- Appropriate escalation to humans when needed
Areas for Improvement
- Frequent "I don't know" responses
- Incorrect information provided
- Customer expressing frustration
- Agent misunderstanding questions
- Missed opportunities to book appointments or capture leads
- Conversations ending without resolution
Best Practices
Set Up a Weekly Review
Dedicate time each week to review recent conversations:
- Filter to the last 7 days
- Scan for any "Voicemail" badges (missed opportunities)
- Open 5-10 random conversations to spot-check quality
- Note any recurring questions for your knowledge base
Act on New Leads
When you spot a new lead in conversations:
- Click the contact name to go to their profile
- Add notes about their inquiry
- Schedule a follow-up if needed
- Mark the lead status appropriately
Learn from Mistakes
If your agent made an error:
- Don't worry — AI isn't perfect
- Identify what went wrong (missing knowledge? confusing prompt?)
- Add or update information to prevent recurrence
- Test similar scenarios in the Test Chat
Monitor Live Conversations
Look for the green "Live" badge to see ongoing conversations. This is useful for:
- Checking agent performance in real-time
- Intervening if something goes wrong (contact the customer directly)
- Understanding peak traffic times
Pagination
Results are shown 20 at a time. Use the pagination controls at the bottom to:
- Navigate between pages
- See total conversation count
- Jump to next/previous page
Common Questions
How long are conversations kept?
- Transcripts: Kept indefinitely while your account is active
- Audio recordings: Kept for 90 days, then automatically deleted
Can I delete a conversation?
Yes. You have two options:
- Single delete: Open the conversation and click Delete
- Bulk delete: Select multiple conversations and click "Delete Selected"
Both options permanently remove the conversation and any recordings.
Why can't I see a recording?
Some calls may not have recordings due to:
- Technical issues during the call
- Very short calls (under a few seconds)
- Calls that went to voicemail before the agent connected
- Recordings older than 90 days (automatically deleted)
Why does it say "Anonymous"?
For chat conversations, "Anonymous" means the customer didn't provide their name. The conversation is still captured, but we don't know who they are.
For voice calls, you'll see the phone number instead of a name unless we've matched it to an existing contact.
Can I export conversations?
Currently, conversations can be viewed in the dashboard. Contact support if you need to export conversation data for analysis.
Need Help?
- Check our Troubleshooting Guide
- Email support@needtheo.com