conversations-review
Looking for ways to manage transcripts and recordings? Visit the Call Data section of the docs.
Clicking on a conversation in the Conversations screen opens the Conversation Review page. This view provides a structured transcript alongside detailed metadata and diagnostic information for each interaction.

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Page overview

  • Conversation turns: Shows agent and user utterances in chronological order. Each turn may display matched knowledge base topics where relevant.
  • Caller identity: Displays the user email address if available (for web chat), or phone number if applicable.
  • Environment and metadata: Includes information such as variant name, timezone, timestamp, environment (e.g. Sandbox or Production), and version ID.
  • Matched topics: When topics from the knowledge base are referenced or triggered, they are shown as tags beneath the corresponding utterance.
  • Diagnosis panel: Toggle to view any system-level debugging tools.
  • Category tagging: Use the dropdown at the bottom of the screen to assign categories for reporting or follow-up.
  • Conversation status: The end of the conversation is visually marked (e.g. “Ended conversation”).

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Key functionality

  • Browse and filter: Navigate and filter through past conversations using metadata, time filters, duration, tags, or flows.
  • Drill into specific calls: View a complete transcript, inspect decision logic (if exposed), and assess how the agent handled the interaction.
  • Assign categories: Manually label or tag calls for downstream use (e.g. QA review, escalation, training).
  • Export data: Export transcripts and metadata for analysis, compliance, or reporting workflows.