Review

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.