Conversation History allows you to view the conversations handled by your organization's agents. This makes conversation management much easier and faster. On this screen, you can search for conversations by contact and apply filters to find records based on the agent, channel, or desired time period.
To access this feature, go to Zenvia Customer Cloud > AI Agents.
Click Conversations.
1. How to search and filter conversations
The following search filters are available at the top of the screen:
Search by contact: Enter the contact you want to find to locate conversations associated with them.
All agents: Select a specific agent to view only the conversations handled by that agent. Keep All agents selected to include conversations from every agent.
All channels: Select a specific channel to filter conversations. Keep All channels selected to view conversations from all channels.
Last 7 days: Select the time period you want to view. This filter lets you narrow your search by date.
Combine filters to refine your search and find a conversation more easily.
2. How to interpret the conversation table
Search results are displayed in a table with the following columns:
| Column | Description |
|---|---|
| Start | Date and time when the conversation started. |
| Contact | Contact associated with the conversation. |
| Agent | AI agent responsible for the conversation. |
| Channel | Channel through which the conversation took place. |
| Actions | Actions available for the conversation record. |
3. When no conversations are found
If no conversations match the selected filters, the screen will display the following message:
No conversations found for this period. Try extending the time period or clearing the filters.