> ## Documentation Index
> Fetch the complete documentation index at: https://docs.botbrains.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Conversations

> Browse, filter, and analyze customer conversations to improve AI performance

Your [conversation history](https://platform.botbrains.io/~/conversations) 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](/concepts/chat-performance#conversation-status) (resolved, unresolved, escalated) and an [AI involvement level](/concepts/ticketing-performance#why-involvement-rate-not-resolution-rate) (autonomous, public, private, not involved). You can manually change a conversation's status by clicking the status tag on the conversation detail page.

## Filters

Use filters on the [conversations page](https://platform.botbrains.io/~/conversations) to drill down to specific segments.

| Filter          | Description                                                                          |
| --------------- | ------------------------------------------------------------------------------------ |
| **Date range**  | Focus on a specific time range (last 7 days, 30 days, 90 days, or custom)            |
| **Involvement** | Segment by AI participation level                                                    |
| **Channel**     | Filter by communication channel (Web, Zendesk, Salesforce, Slack, WhatsApp, Email)   |
| **Labels**      | Include or exclude conversations by label-see [Labels](/concepts/labels) for details |

<img src="https://mintcdn.com/botbrains/mrGgmLFCJjw3qsuy/images/conversations/filters-panel.png?fit=max&auto=format&n=mrGgmLFCJjw3qsuy&q=85&s=df4d68b2d5739246096954a2aff6a24f" alt="Conversations page with filter dropdowns for date range, involvement, channel, and labels" data-generation-prompt="Navigate to platform.botbrains.io/~/conversations. Set viewport to 1920x1080 and collapse the sidebar. Open one of the filter dropdowns (e.g. channel or involvement) so it is visibly expanded. Show the conversation list below the filter bar. Capture the full page." width="1920" height="1080" data-path="images/conversations/filters-panel.png" />

Click **Show advanced filters** for additional options:

| Filter     | Description                                                             |
| ---------- | ----------------------------------------------------------------------- |
| **Topic**  | Filter by automatically detected conversation topics                    |
| **Status** | Filter by resolution outcome (Resolved, Unresolved, Escalated)          |
| **Rating** | Filter by customer satisfaction score (1–5 stars, Abandoned, Unoffered) |

<Tip>
  Filter to ratings 1–2 and status Unresolved to find the most problematic conversations requiring immediate attention.
</Tip>

## 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.

<img src="https://mintcdn.com/botbrains/mrGgmLFCJjw3qsuy/images/conversations/detail-view.png?fit=max&auto=format&n=mrGgmLFCJjw3qsuy&q=85&s=9a29a106a979229e9569138fba06ab20" alt="Conversation detail view showing message timeline, conversation header with status and rating, and user information sidebar" data-generation-prompt="Navigate to platform.botbrains.io/~/conversations, click on any conversation with good sample data (multiple messages, an AI response, and a customer rating). Collapse the sidebar and set viewport to 1920x1080. Capture the full conversation detail view including: the header (message count, topic, status badge, star rating), the message timeline (user message, AI response with visible source attribution, and optional operator message), and the right sidebar with user profile info and labels. Show at least 3-4 messages to demonstrate the timeline layout." width="1920" height="1080" data-path="images/conversations/detail-view.png" />

### 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.

### 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.

### 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](#batch-operations).

## 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.

<img src="https://mintcdn.com/botbrains/mrGgmLFCJjw3qsuy/images/conversations/knowledge-sidebar.png?fit=max&auto=format&n=mrGgmLFCJjw3qsuy&q=85&s=086d2b7d0b1d084de818b0cb93310b42" alt="Knowledge sidebar showing used and unused sources for an AI response" data-generation-prompt="Navigate to a conversation detail view at platform.botbrains.io/~/conversations. Click on any AI response message to open the knowledge sidebar on the right. Set viewport to 1920x1080 and collapse the sidebar. Capture the right panel showing the 'Used Sources' section (with at least one source card showing document name and snippet) and the 'Available Sources' section below it showing unused sources. Include the AI message visible on the left to provide context." width="1920" height="1080" data-path="images/conversations/knowledge-sidebar.png" />

<Note>
  "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.
</Note>

## 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.

<Warning>
  Batch hide is permanent. Hidden conversations cannot be recovered. Use this only for spam or test data.
</Warning>

## Exporting Data

Click **Export** on the [conversations page](https://platform.botbrains.io/~/conversations) to download conversations matching your current filters as CSV or JSON. You can also set up recurring exports in your [data export settings](https://platform.botbrains.io/~/settings/data-export).

## Next Steps

* [Message Search](/concepts/message-search) - Find specific content across all conversations
* [Topics](/concepts/topics) - Understand what users are asking about
* [Metrics](/concepts/metrics) - Monitor aggregate performance indicators
* [Improve Answers](/guides/improve-answers) - Use conversation insights to refine AI responses
* [Labels](/concepts/labels) - Organize conversations with custom categorization