Theme
Conversation History
The Conversation History view provides access to all completed, escalated, and abandoned conversations. You can search by keyword, filter by channel and date range, and click into any conversation to review details. This view is useful for quality reviews, training, dispute resolution, and compliance auditing.
Navigate to the History tab in the sidebar to open this view. The tab requires the analytics.view permission.
Search
A search box in the top-right corner of the header lets you find conversations by keyword. The search is debounced (300ms delay) and automatically resets to page 1 when the query changes.
TIP
The search matches against conversation content, customer identifiers, and AI-generated summaries. Use it to quickly locate a specific interaction when a customer reference number or topic is known.
Filters
A filter bar below the header provides three filter controls that can be combined.
Date Range
| Preset | Range |
|---|---|
| Today | Current calendar day |
| This Week | From the start of the current week to now |
| This Month | From the 1st of the current month to now |
| This Year | From January 1st of the current year to now |
| Custom | Opens start and end date pickers. Click Apply to run the custom range. |
Channel Filter
| Option | Description |
|---|---|
| All Channels | Show conversations from every channel |
| Filter to WhatsApp conversations only | |
| Voice | Filter to voice call conversations only |
| Web Chat | Filter to web chat widget conversations only |
| Filter to email conversations only | |
| SMS | Filter to SMS conversations only |
Status Filter
| Option | Description |
|---|---|
| All | Show all conversation statuses |
| Resolved | Conversations completed successfully |
| Escalated | Conversations handed off to a live agent |
| Abandoned | Conversations where the user stopped responding |
Filters combine with AND logic. Changing any filter resets pagination to page 1 and triggers a fresh data fetch.
Conversation history search interface showing keyword search box, filter bar with date range presets, channel dropdown, and status dropdown, summary stat cards, and paginated results table with customer, topic, channel badge, agent, duration, CSAT score, messages, outcome badge, and date columns
Summary Stats
When summary statistics are available, a row of stat cards appears above the conversation table.
| Card | Description |
|---|---|
| Total | Total number of conversations matching the current filters |
| Resolved | Count of conversations with a completed status |
| Escalated | Count of conversations that were escalated |
| Avg Duration | Average conversation duration across all matching records |
Conversation Table
The main table lists conversations matching the current filters and search query.
| Column | Description |
|---|---|
| Customer | Customer avatar (initials), name, and a truncated conversation ID |
| Topic | AI-generated summary, escalation reason, or sentiment label. Falls back to channel name if no summary is available. |
| Channel | Color-coded badge -- WhatsApp (green), Voice (orange), Web Chat (blue), Email (gray), SMS (green) |
| Agent | Name of the agent the conversation was escalated to, or "--" if the bot handled it entirely |
| Duration | Total conversation duration formatted as minutes and seconds (e.g., "4m 23s") |
| CSAT | Customer satisfaction score out of 5 when available. Color-coded: green (4--5), amber (3), red (1--2). Displays "--" when no CSAT data exists. |
| Messages | Total message count for the conversation |
| Outcome | Status badge -- Resolved (green), Escalated (amber), or Abandoned (gray) |
| Date | Formatted timestamp. Shows "Today" or "Yesterday" with time for recent conversations, or month/day with time for older ones. |
Rows are clickable. Clicking a conversation row navigates to the full conversation detail view with the complete transcript, variables, and node execution path.
Pagination
When results exceed a single page (10 conversations per page), pagination controls appear below the table.
| Element | Description |
|---|---|
| Range indicator | Shows which records are displayed (e.g., "Showing 1--10 of 247 conversations") |
| Previous / Next | Navigate between pages. Disabled when on the first or last page. |
| Page numbers | Up to 5 page number buttons centered around the current page. The active page is highlighted in blue. |
| Last page | When the total exceeds 5 pages, an ellipsis and last page button appear for quick navigation. |
INFO
The conversation list fetches one page at a time from the API. Each page change triggers a new request, ensuring you always see fresh data even for active conversations that may have updated since the last fetch.
Empty State
When no conversations match the current filters, an empty state is displayed with a history icon and the message "No conversations found." Adjust your filters or date range to broaden the search.
Data Source
Conversation history data is fetched from the conversations API:
| Endpoint | Data Provided |
|---|---|
conversationsApi.getAll() | Paginated conversation list with filters |
conversationsApi.getStats() | Summary statistics (total, by status, average duration) |
Both endpoints accept date range, channel, and status filter parameters.
Related Pages
- Analytics Dashboard -- View aggregate performance metrics across all conversations
- Quality & QA -- Review QA evaluations and scoring for specific conversations
- Live Monitor -- Monitor active conversations in real time