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Your conversation history is the most valuable source of insights for improving your AI. Browse, filter, and analyze conversations to identify knowledge gaps, track satisfaction, and validate improvements. Every conversation has a status (resolved, unresolved, escalated) and an AI involvement level (autonomous, public, private, not involved). You can manually change a conversation’s status by clicking the status tag on the conversation detail page.

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Filters

Use filters on the conversations page to drill down to specific segments. Conversations page with filter dropdowns for date range, involvement, channel, and labels Click Show advanced filters for additional options:
Filter to ratings 1–2 and status Unresolved to find the most problematic conversations requiring immediate attention.

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Conversation Details

Click any conversation to open the detail view. The header shows message count, topic, status, rating, channel, and timestamps. The timeline displays user messages, AI responses (with source attribution), and operator messages in chronological order. Conversation detail view showing message timeline, conversation header with status and rating, and user information sidebar

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Customer Feedback

If the customer rated the conversation, a feedback card appears at the top of the timeline showing the star rating (1–5), the label (Terrible to Amazing), and any text feedback.

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User Information Sidebar

The right sidebar shows the user’s profile (ID, email, device info, location), channel details, and applied labels. Click the user to view their full conversation history.

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Hiding a Conversation

Open the conversation, select the three-dot menu in the top-right corner, then choose Hide Conversation. A hidden conversation disappears from your metrics and conversation list views, which makes this the quickest way to clean up test conversations you created while configuring your AI. To hide many at once, use Batch Operations.

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Improving Answers

Click any AI message to open the knowledge sidebar, which shows which sources the AI referenced and any available but unused sources. From there you can add missing information as a snippet, navigate to source documents to correct errors, or adjust guidance for tone and style. Knowledge sidebar showing used and unused sources for an AI response
“Used Sources (0)” means the AI answered from general knowledge rather than your data-this signals a knowledge gap. Create a snippet to address it.

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Batch Operations

Select multiple conversations by clicking the selection circle on conversation cards. The batch toolbar lets you apply labels, remove labels, export data, or hide conversations in bulk.
Batch hide is permanent. Hidden conversations cannot be recovered. Use this only for spam or test data.

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Exporting Data

Click Export on the conversations page to download conversations matching your current filters as CSV or JSON. You can also set up recurring exports in your data export settings.

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Next Steps

  • Message Search - Find specific content across all conversations
  • Topics - Understand what users are asking about
  • Metrics - Monitor aggregate performance indicators
  • Improve Answers - Use conversation insights to refine AI responses
  • Labels - Organize conversations with custom categorization