On the Conversations screen, you can view all the interactions carried out by your chatbots. This space allows you to track how the interactions happened, search for specific customer information, and apply filters to find exactly what you need. Whether it's to monitor a chatbot's performance, review interactions, or export data, the Conversations screen is an essential resource for managing and analyzing automated service.

At the top of the screen, you'll find two options:

1. Flow chatbots and Automated triage: displays conversations conducted by the flow or triage chatbots you created.

2. Generative AI chatbots: shows conversations conducted by the Generative Artificial Intelligence chatbots you created.

This way, you can separately consult the type of service you want to analyze.

Search filters

If you already have a conversation ID, simply type it into the search field to directly access the details of that specific interaction.

You can also use, if you prefer, the available filters:

1. Chatbots: Select a specific chatbot or view all of them.

2. Channels: Choose the channel (WhatsApp, Instagram, Messenger, etc.).

3. Period: Define whether you want to see conversations from today, yesterday, the last 7 days, or a custom range.

4. Environment: choose between Production (real customer interactions) or Staging (tests).

Additionally, there is the Advanced filters option, which allows for even greater refinement in your search. Here, you can filter by the order of interactions (most recent, oldest, among others), or by the personal data of the user served, such as Name, Email, CPF, CNPJ, Phone, or Identification Number.

After applying the filters or the search, the list of conversations will be displayed on the screen. The conversations appear in a list format, each in a card with the following information:

1. Conversation number (e.g., Conversation #3457).

2. Duration time (e.g., 0min22s).

3. Number of messages exchanged.

4. Start and end date and time.

5. Conversation status (e.g., In progress, Transferred, Closed).

6. Channel used (e.g., Webchat, WhatsApp, Instagram).

7. Chatbot type (Flows or GenAI).

8. Name of the chatbot that handled the interaction.

9. Data filled in by the customer during the conversation.

By clicking on View details on any card in the list of conversations, a side view opens with two tabs: Information and Messages.

Information Tab

This tab presents the main data of the conversation:

1. Conversation number and status (e.g., #3457 – Closed).

2. Conversation period (start and end date and time).

3. Initial chatbot that handled the conversation, with flow and channel identification. By clicking the arrow icon on the right, you are directed directly to the corresponding chatbot Builder.

4. Total
    duration of the conversation.

5. Number of messages exchanged.

6. Data filled in during the interaction (e.g., Name, CPF/CNPJ, Address, Email, Phone).

Messages Tab

Displays the conversation transcript.

Exporting conversations

If you want to save the data for analysis outside the platform, click on Export conversations. This will generate a file with the interactions based on the filters applied. 

A side panel will open for you to confirm the filters before exporting. The file will be generated in CSV format based on the filters applied.

After defining the options, click on Export conversations. The file will be automatically downloaded by the browser.

⚓ Conversation details

On this screen, you can view all the details of a specific conversation.

For example, under Options you can see the chatbot's context, the blocks of the last interaction, or Send to staging. 

Let's look at each of the three.

View chatbot contexts: In this option, you can select any chatbot that the conversation went through and view all the related context, including variables and recorded information. This feature is useful when you need to analyze what happened in the chatbot, for example, to verify if an API collected the data correctly during the flow. This way, you can understand the process more clearly and in detail.

View blocks of the last interaction: In this option, you can view the last two blocks that the conversation passed through. If you want to edit any of the blocks, just click the arrow icon on the right and go directly to your chatbot's flow builder.

Send to staging: In this option, you send the specific conversation to staging. Here it is important to know that, when changing environments, the conversation will be restarted and the current flow will be lost.

Under Summary you will find conversation information such as Duration, Events triggered, Messages exchanged, and Data filled in. 

Finally, in Data filled in, it is possible to see all the information provided by the user during the conversation, such as their basic data or the rating they gave to the service.

That's it! In this article, you found all the necessary information to consult the conversations carried out by your chatbots and follow, in detail, how the interactions happened.