Insights > Conversations lists the finished conversations of the project you are in. From here you can narrow the list down, choose which columns you see, open a single conversation and export the list. What you see after you open a conversation is covered in Conversation Details. The date range, remembered filters, paging and which conversations are included work the same on every Reports page, and they are described in Reports.
You need the Conversations permission to open this page.
What the list shows
The page opens on Today, newest first, ordered by the time each session started. It lists only conversations that have ended, so a conversation that is still in progress is not in the list, whatever the filters. To find one of those, search for its exact ID (label 1 below).
Filtering the list
Set the filters you need in the panel beside the list and click Filter at the bottom of the panel. Clear removes your selections.
1. Conversation/Session ID: Finds a conversation by its exact conversation ID or session ID. The search ignores the date and every other filter, and it also finds conversations that are still in progress. When exactly one session matches, that conversation opens straight away.
2. Date: Default: Today.
3. Duration (sec): A slider from 0 to 3600 seconds, in steps of 10. A handle left at either end sets no limit on that side. So with the left handle at 600 and the right one at 3600, the list shows every conversation of ten minutes or longer, including those over an hour.
4. Customer Information: Choose the customer field to search, which is Phone (the default), Name, Email or Id, then type the value. A conversation matches when that field contains what you typed.
5. Channel: One or more channels.
6. Resolution Type: One or more of No Customer Interaction, Live Agent Handover and Self-service.
7. Rating: One or more scores from 1 to 5. A conversation rated more than once is matched on its last rating.
8. Customer Sentiment: One or more of Negative, Neutral and Positive.
9. Matching Intent: One or more intents, grouped by virtual agent. A conversation matches if any of its messages recognized the intent.
10. AI Agent and 11. Tool: One or more AI agents, and the tools they used. The Tool list offers the tools of the agents you selected. Both filters appear only where AI agents are available to you.
📝 Note: Some older conversations are not covered by the AI Agent and Tool filters, and an info icon beside them warns you when your date range reaches back that far. A conversation whose execution details have been removed by the retention policy also stops matching these two filters.
12. AI Insights and 13. Custom Attributes: Click + Add AI Insight Filter or + Add Custom Attribute Filter to filter on a recorded value. Both appear only when Conversation Attributes is switched on for the project. See Conversation Attributes for how these values are recorded.
Choosing columns
By default the list shows Date, Conversation ID, Channel, Duration and Last Intent. Date and Conversation ID are always shown.
To add columns, click the wrench icon (Column options) to the left of Export. Use Add column or type in Search column name, then click Save. These are the columns you can add:
| Column group | Columns |
|---|---|
| Rating | Rating, Rating Comment |
| Customer | Customer Sentiment, Phone, Name, Email, Id |
| Outcome | Resolution Type |
| Conversation Attributes | One column for each AI Insight and each Custom Attribute |
An AI Insight or Custom Attribute cell shows up to three values followed by +N. Hover over it to see all the values. These columns cannot be sorted.
Your column selection, order and widths are saved in your browser, and they stay the same when you switch projects.
Apart from the default newest-first order, you can sort the list by Duration.
When masking is switched on, customer Name, Phone and Email appear masked in the list.
Opening a conversation
Click the Date in a row to open that conversation. Clicking anywhere else in the row does not open it. Conversation Details covers the transcript, the side card and the single-conversation export.
Exporting the list
Click Export at the top right of the page. The file is built in the background, and a notification in the notification panel tells you when the .xlsx is ready. Export is disabled when the list is empty.
The file contains every conversation that matches the filters, not only the page you are viewing, in the list's current sort order, up to the newest 100,000. Its columns are always the same, whatever you chose in Column options: Date, Conversation ID, Session ID, Project, Channel, Duration, Last Intent, Rating Score, Rating Comment, Customer Sentiment, Phone, Name, Email, Id and Resolution Type. After those comes one column for each AI Insight and Custom Attribute. Where a conversation has more than one value, the values are separated by commas.
⚠️ Warning: The export ignores the Conversation/Session ID search box. If you search for one ID and then click Export, you get every conversation that matches the other filters, not only the one you searched for.
Example: last week's handovers with a low rating
Suppose you want last week's conversations that were handed over to a live agent and got a rating of 1 or 2, with each customer's comment next to the conversation.
- In Date, choose Last 7 days.
- In Resolution Type, select Live Agent Handover.
- In Rating, select 1 and 2.
- Click Filter.
- Open Column options, add Rating and Rating Comment, and click Save.
- Click a row's Date to read that conversation, or click Export to download the whole list as a spreadsheet. The export includes Rating Score and Rating Comment whether or not you added those columns.