Every call and chat your agents handle lands here automatically — there is nothing to switch on. This is the page you use to find out what the agent actually said, and why a conversation went wrong.
It is also the fastest way to improve an agent: read the bad ones, then fix the instructions.
Before you start
- Conversations appear once they finish. Ongoing ones are in the Inbox.
- The AI analysis is not instant — it is generated after the conversation has been quiet for a while, so the whole exchange can be read at once.
Steps
- 1
Pick the channel
Tabs across the top: Call, WhatsApp, Chat Widget, Email, Instagram, Messenger. Each channel keeps its own list and its own columns, so if you cannot find a conversation, check you are on the right tab.
The channel tabs - 2
Narrow it down
Filter by agent and by status. For calls the statuses are In Progress, Processing, Completed and Failed; email uses Active and Closed.
Filter to Failed first. Those are the conversations where the agent broke, and they usually point straight at a missing instruction or a tool that is not responding.
The filters above the list - 3
Open one
Click any row. The conversation opens in a panel over the list, so you keep your place and can move through several in a row.
A conversation open in its panel - 4
Read the summary, score and transcript
The panel has its own tabs:
Tab What's in it Overview The summary, the success score, and the data the agent collected Transcription Every line of the conversation, plus the recording for calls Client Data The variables that were sent when the conversation started Meta Data Technical details — useful when reporting a problem AI Analysis Sentiment, escalation, churn and upsell signals, topics, suggested actions If AI Analysis shows Analysis not ready yet, nothing is wrong. It tells you roughly when it will be ready, and fills in by itself.
The conversation detail tabs - 5
Check the tool calls
When your agent used a tool, the transcript shows the call: the URL requested, the parameters the AI extracted, the response, and how long it took.
A tool showing Error is the usual reason an agent goes quiet or improvises mid-conversation. Check the requested URL and the response before blaming the prompt.
A tool call inside a transcript
Good to know
- Copy the conversation ID from the detail panel when you report a problem — it is the first thing support asks for.
- A conversation with an empty transcript usually means the caller hung up before the agent finished its first message. Consider shortening it.
- Nothing is deleted here, so this is also your record of what a customer was told and when.