Insights - Conversation

Overview

The Conversations tab in Insights provides a detailed view of all customer conversations, with tools to filter, bulk update statuses, and analyze individual conversation timelines using the Session Intelligence Hub.

Accessing the Conversations Tab

1. Click Insights in the left sidebar.

1. Click the Conversations tab to view detailed conversation metrics and analytics.

Filtering Conversations

Date Filters

Use the date filter to control the time range of conversations displayed.

1. Click the Today date filter to display conversations from the current day only.

1. Select Current Week to filter data for the last seven days.

2. Select Current Year to filter data for the entire year.

3. Select All to view conversations across all time periods.

Bulk Status Update

You can update the status of multiple conversations at once.

1. Select the checkbox next to each conversation you want to include in the batch operation.

1. Click the Update Status button.

1. Click the dropdown and select the status you want to apply (for example, Close).

1. Click Update to apply the bulk status change.

The updated status is reflected immediately at the top of each selected customer conversation.

Status Filters

Use the Status filter to view conversations by their current state.

1. Click the Status filter dropdown.

1. Select your preferred status to filter and view the relevant conversations. Available status options are:

• Opened

• Responded

• Assigned

• Reassigned

• Closed

Responded By Filter

1. Click the Responded By dropdown to filter conversations by who responded.

1. Select one of the following:

• User — Filter by individual team members.

• Bot — Filter by bot-initiated interactions.

• All — Display conversations across all response types.

Entity Filters

Use the All Entities dropdown to filter conversations by the type of interaction.

1. Click the All Entities dropdown.

1. Select one of the following:

• User — Filter by user-initiated interactions.

• Bot — Filter by bot interactions.

• All — View all conversations regardless of entity.

AI Credits

If your AI credits run low, you can top up directly from the Conversations tab.

1. Click the Recharge button to add more AI credits to your account.

Advanced Filters

1. Click the filter icon to open advanced filtering options.

1. Use the available filters to find conversations based on your preferred criteria.

Session Intelligence Hub

The Session Intelligence Hub provides an AI-powered view of the complete conversation timeline.

1. Click the Analytics button on a conversation to open the Session Intelligence Hub.

1. View the complete conversation timeline, including:

• Customer messages

• User and bot interactions

• Status updates

• The entire conversation flow from start to finish

Viewing Conversation Details

Opening a Conversation

1. Click the chat button next to a conversation to open it and view full details.

1. Click the Message icon to open the customer chat view and review the entire conversation from start to finish.

Group Conversations

Each open-to-close session is treated as a separate conversation. If a customer contacts you again after a conversation is closed, a new conversation is created.

• Use the Group Conversation option to view all conversations for the same customer in one place.

• Click the line chart icon to view the conversation timeline as a visual chart.

• Review AI-powered insights provided alongside the conversation details.

Summary

Feature	What You Can Do
Date Filters	Filter conversations by today, current week, current year, or all time
Status Filters	View conversations by Opened, Responded, Assigned, Reassigned, or Closed
Entity Filters	Filter by User, Bot, or All entities
Responded By Filter	Filter conversations by user, bot, or all responders
Advanced Filters	Apply additional criteria to narrow down conversations
Bulk Status Update	Select multiple conversations and update their status at once
Conversation Details	Open individual conversations to view the full chat history
Group Conversation	View all conversations for the same customer in one place
Session Intelligence Hub	View AI-powered conversation timeline and insights
AI Credits	Recharge AI credits from within the Conversations tab