Conversations

The Conversations view gives you direct access to every interaction your bots have with users. You can watch active conversations in real time, review completed transcripts, and inspect the internal state of any session to debug issues or understand user behavior.

Conversation List

Navigate to Monitoring > Conversations to open the conversation list. Each row represents a single conversation session.

Column	Description
Status	Current state of the conversation (active, completed, escalated, abandoned)
Bot	The bot that handled or is handling the conversation
Channel	Delivery channel (web, SMS, WhatsApp, voice)
User	User identifier or anonymous session ID
Started	Timestamp when the conversation began
Duration	Total elapsed time from start to resolution (or current elapsed time if active)
Messages	Number of messages exchanged

The list defaults to showing the most recent conversations first. Active conversations appear at the top with a live indicator.

Filtering Conversations

Use the filter bar above the list to narrow results.

Filter	Options
Status	Active, Completed, Escalated, Abandoned
Bot	Select one or more bots
Channel	Web, SMS, WhatsApp, Voice
Date Range	Preset ranges or custom start/end dates
User	Search by user ID or session identifier

Filters combine with AND logic. The conversation count updates to reflect the filtered result set.

imageConversation list table with status, bot, channel, and date range filter bar applied, showing active and completed conversations

Conversation list with filters

TIP

To monitor live activity, set the status filter to Active. The list updates automatically as new conversations start and existing ones resolve.

Conversation Status

Every conversation moves through a lifecycle tracked by its status.

Status	Meaning
Active	The conversation is in progress. Messages are being exchanged between the user and the bot.
Completed	The bot resolved the conversation successfully. The user reached a terminal node or the session ended normally.
Escalated	The conversation was handed off to a live agent via a CCaaS integration. Context was transferred to the agent.
Abandoned	The user stopped responding before the conversation reached a resolution. The session timed out.

Conversation Detail View

Click any conversation in the list to open its detail view. The detail page is divided into three panels.

Transcript Panel

The left panel shows the full message-by-message transcript in chronological order. Each message displays:

• Sender -- User or Bot
• Timestamp -- When the message was sent
• Content -- The message text, rich content elements, or tool call results
• Channel metadata -- For voice calls, this includes transcription text and confidence scores

For active conversations, the transcript updates live as new messages arrive.

Variables Panel

The right panel shows the session variables captured during the conversation. Variables are set by Collect Input nodes, tool responses, LLM extractions, and condition evaluations.

Information	Description
Variable name	The key used to store the value (e.g., customer_id, account_type)
Value	The current value of the variable
Set by	The node that assigned the variable
Timestamp	When the variable was last updated

WARNING

Session variables may contain sensitive data provided by the user. Access to the Conversations view should be restricted to authorized personnel through role-based access controls.

Node Execution Path

The bottom panel shows the sequence of flow nodes executed during the conversation. Each entry includes:

• Node type -- The kind of node (LLM Response, Condition, API Call, Handoff, etc.)
• Node label -- The custom label assigned in the flow builder
• Result -- The output or decision made by the node
• Duration -- How long the node took to execute
• Timestamp -- When the node was reached

This path is especially useful for debugging unexpected bot behavior. You can trace exactly which nodes were visited and what decisions were made at each branch.

imageConversation detail view with three panels: transcript panel on the left showing message history, variables panel on the right showing session data, and node execution path panel at the bottom showing flow traversal

Conversation detail view

Searching Conversations

Use the search bar at the top of the conversation list to find conversations by content.

• Message search -- Enter a keyword or phrase to find conversations containing that text in any message.
• Variable search -- Prefix your query with var: to search by variable value (e.g., var:order_12345).

Search results highlight the matching text within the transcript when you open the conversation detail.

Bulk Actions

Select multiple conversations using the checkboxes to perform bulk actions.

Action	Description
Export	Download selected conversation transcripts as CSV or JSON
Tag	Apply a label to selected conversations for later filtering
Delete	Permanently remove selected conversations (requires admin role)

Next Steps

• Analytics Dashboard -- View aggregate metrics across all conversations
• Security & Fraud Detection -- Review conversations flagged for security concerns
• Reports -- Generate reports from conversation data