Conversations
Review
Conversations
Review
Conversation transcripts and other information.
Looking for ways to manage transcripts and recordings? Visit the Call Data section of the docs.
Clicking on a call in the Conversations screen opens the Conversation Review page, which provides detailed insights into the selected interaction:
- Call details: Phone number, duration, environment, timezone, and time of the call.
- Call summary: A quick LLM-generated summary of the interaction.
- Conversation turns: Displays assistant and human dialogue in chronological order.
- Topic mapping:
- For human responses: Displays matched topics in the knowledge base.
- For assistant responses: Shows the cited knowledge base topics.
- Call audio: Replay and analyze the interaction between the customer and the assistant.
The Conversations interface logs and displays all customer interactions. Key functionalities include:
- Viewing metadata: Access details like call duration and timestamps.
- Filtering conversations: Segment calls by start time, number, duration, call flows, characteristics, metrics, and tags.
- Drilling down into calls: Listen to call recordings, review interactions, and annotate outcomes.
- Exporting call data: Download interaction logs for deeper analysis or recordkeeping.