> For the complete documentation index, see [llms.txt](https://docs.ownchat.app/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.ownchat.app/insights/insights-conversation.md).

# 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.

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### Accessing the Conversations Tab &#x20;

1. Click **Insights** in the left sidebar.

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

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### Filtering Conversations &#x20;

**Date Filters** &#x20;

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.<br>

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2. Select **Current Week** to filter data for the last seven days.
3. Select **Current Year** to filter data for the entire year.
4. Select **All** to view conversations across all time periods.

### Bulk Status Update &#x20;

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.<br>

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2. Click the **Update Status** button.

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

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4. Click **Update** to apply the bulk status change.

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

#### &#x20;Status Filters &#x20;

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

1. Click the **Status** filter dropdown.

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2. Select your preferred status to filter and view the relevant conversations. Available status options are:<br>

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* Opened
* Responded
* Assigned
* Reassigned
* Closed<br>

#### Responded By Filter &#x20;

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

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2. Select one of the following:

* **User** — Filter by individual team members.
* **Bot** — Filter by bot-initiated interactions.
* **All** — Display conversations across all response types.

#### &#x20;Entity Filters &#x20;

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

1. Click the **All Entities** dropdown.<br>

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2. Select one of the following:

* **User** — Filter by user-initiated interactions.<br>

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* **Bot** — Filter by bot interactions.<br>

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* **All** — View all conversations regardless of entity.<br>

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### &#x20;AI Credits &#x20;

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.

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#### Advanced Filters &#x20;

1. Click the **filter icon** to open advanced filtering options.<br>

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2. Use the available filters to find conversations based on your preferred criteria.<br>

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### Session Intelligence Hub &#x20;

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.<br>

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2. View the complete conversation timeline, including:

* Customer messages
* User and bot interactions
* Status updates
* The entire conversation flow from start to finish<br>

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### &#x20;Viewing Conversation Details &#x20;

#### Opening a Conversation &#x20;

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

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2. Click the **Message icon** to open the customer chat view and review the entire conversation from start to finish.<br>

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#### Group Conversations &#x20;

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.

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

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

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### Summary &#x20;

| **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                    |