Agents

Find and read a conversation

Open the Conversations tab, narrow the list to the call or chat you want, and read what the agent and the caller said.

Every call and every chat an agent handles is kept as one conversation. The Conversations tab on the agent lists them newest first and opens each one on its transcript, with the numbers measured while it ran. Use it to check what the agent said, what the conversation cost and how it closed.

What you need

  • Membership of the workspace that owns the agent. Any member of the workspace can open the tab. Conversations are read with your portal sign-in, not with an API key.
  • An agent that has handled at least one conversation. See What is an agent for what a conversation is.

Steps

Step 1: Open the Conversations tab

Open the agent, then the Conversations tab in the row beside Overview and Persona. Three cards sit above the list.

Card What it shows
Conversations How many conversations match the filters you have set right now. It follows the filters; the other two do not
Unique users Distinct contacts over the last 30 days, marked 30d
Resolved The share of conversations that closed without failing over the last 30 days, marked 30d, shown as a dash when nothing closed

Step 2: Narrow the list

The toolbar carries one search box and two filter menus.

Search for conversation... matches the customer name and the contact id. It is case insensitive, it does not look inside the transcript, and it runs 300 milliseconds after your last keystroke.

Type offers All, Voice and Chat. Chat means every text conversation, whichever channel carried it.

Status offers All, Open, Resolved and Failed. A conversation has one of four status values, and the three chips group them:

Chip Status value Means
Open active Still running. The agent may still answer on it
Resolved ended and out_of_credits Closed. A conversation cut off by an exhausted balance also lands here
Failed failed Closed by an error

Changing a search term or a filter sends you back to the first page.

Step 3: Open one conversation

Select a row, or open its actions menu and choose View details. Each row carries five things:

  • The customer, as a name when one is known. Voice, SMS and Twilio rows fall back to the contact id. Everything else falls back to a channel word such as Web visitor, Slack conversation, WhatsApp contact or Ticket requester, followed by a # and the last four characters of the contact id.
  • The last message, when the conversation has one.
  • The channel it arrived on.
  • The date it started, with the time under it.
  • Its status chip, red when the status is Failed.

A phone icon marks a voice conversation and a message icon marks a text one.

Step 4: Read the transcript

Opening a conversation loads the newest 50 messages. The caller's turns sit on the left and the agent's on the right, with a date pill wherever the calendar day changes. Load earlier messages pulls the previous 50, and keeps appearing while there are more.

Text in square brackets, such as [laughs], is a delivery cue the agent wrote for its voice rather than something anyone said. The portal prints those in red. An agent message that carried a measured model time shows it beside the timestamp as LLMS N Sec.

Step 5: Read the inspector

The panel on the right opens on Conversation Overview.

Part What it holds
Channel heading The channel this conversation arrived on
Summary The agent's wrap-up of the conversation, when it wrote one, plus the tags on this conversation and the Add Tag control
Metadata Three measured cards, a Copy ID button, and the facts list below it
LLM cost One point per agent message that recorded a model credit share, plotted across the conversation. With nothing measured it reads No data has been collected

The three measured cards are Avg. response time, then Turns on a voice conversation or Messages on a text one, then Call duration on a voice conversation or Duration / session length on a text one. Duration is the wall clock between the start and the end, so it is blank while the conversation is still open.

The facts list under them holds the connected account when the conversation came through one, the user, the conversation id, the date, the status, Total credits, and Tools triggered. Tools triggered counts the distinct tools this conversation used against the tools the agent has enabled, which is its switched-on built-in tools plus its selected workspace tools.

Get it right

Search reads the customer name and the contact id. Start from who the conversation was with, then narrow by type and status.

Recommended

  • Paste the contact id or type the customer's name, then set Type and Status.
  • To find a call that failed yesterday, set Type to Voice and Status to Failed, then read the dates.

Less effective

  • Typing a phrase from the transcript into the search box.
  • Scrolling the whole list with every filter on All.

Worked example

A customer says the agent stopped answering them on WhatsApp this morning.

  1. Set Type to Chat and Status to All.
  2. Paste the customer's phone number into the search box. The list narrows to that contact's conversations, newest first.
  3. Open the top row. The status chip and the end of the transcript show how the conversation closed, and Total credits in Metadata shows what it cost.
  4. Press Copy ID and keep the id in case you raise the case with support.

What happens next

The list keeps itself current while you are looking at it. A conversation that changes shows the change within a second.

The conversation id in Metadata is the id to quote in a support request. Copy ID puts it on your clipboard.

From here you can label the conversation. See Tag a conversation. For what a conversation records turn by turn and why a summary is sometimes absent, see Transcripts and summaries.

Limits

Limit Value Applies to
Rows per page 8 The agent's Conversations tab
Search text 100 characters The search box
Transcript page 50 messages The transcript, and each press of Load earlier messages
Summary 4000 characters The Summary above the transcript

Troubleshooting

Couldn't load conversations

The list could not be fetched. The tab shows that title, the body Check your connection and try again. and a Retry button. Retry keeps the filters you had set.

No conversations found.

The filters matched nothing. Set Type and Status back to All and clear the search box before concluding the agent has no traffic. A conversation belongs to exactly one agent, so a conversation you remember may be on another one.

Your search returns nothing although you can see the words in the transcript

Search covers the customer name and the contact id, not the message text. Find the conversation by its contact, open it, and search the loaded transcript with your browser's find.

A conversation reads Resolved although the call was cut off

Resolved covers both ended and out_of_credits. A conversation that ran out of credits mid-call is closed, not failed, so it is counted as resolved here and in the resolution rate on the analytics pages. Open the conversation and read the end of the transcript to see how it closed.

The customer shows as Visitor with four characters after it

The channel supplied no name for that contact. A row shows a name only when the channel provides one; otherwise the channel word and the last four characters of the contact id stand in for it, so two rows with the same word are still different people.

FAQ

Can I delete a conversation?

Yes. Open it and press Delete, then confirm. Deletion is final. A conversation that is still open, or ended less than 15 minutes ago, cannot be deleted yet. See Data retention.

Can I export a transcript?

Copy ID copies the conversation id. For a copy of a transcript, write to privacy@echonova.ai with that id.

Does an open conversation count towards anything?

It counts as a conversation the moment it opens, which is why the counts can include calls that are still running. It contributes no duration and no resolution until it closes.

Do playground sessions appear here?

Yes. A Chat test appears as a web chat conversation and a Call test as a web voice one, each with its transcript and credits. Nothing marks them as tests.

Can I filter by tag?

No. The list filters on status, on type and on the connected account, and the search box reads names and contact ids. Tags are shown once a conversation is open.