What you will learn
- How to filter conversations
- How to open a conversation thread
- How to use conversation review to improve Agents
Open Conversations
Open Conversations from the sidebar. The left panel lists conversation threads. The right panel shows the selected thread.
Search and filter
Use the filter control to search by message text or conversation ID. You can also filter by Agent.
Read a thread
Select a conversation to review user messages and Agent responses. The thread metadata helps you identify the Agent and Channel involved.
Improve from conversations
Look for:- Questions the Agent could not answer
- Repeated topics that need a Q&A source
- Confusing handoffs or fallback responses
- Lead intent that should trigger Lead Generation
- Channel-specific issues on web or WhatsApp
Next steps
Knowledge Sources
Add missing content based on real questions.
Analytics
See patterns across many conversations.