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When viewing a conversation in the Admin Chat History, a sidebar provides tools to evaluate, categorize, and manage each thread. These per-thread features help you maintain quality standards and organize conversations effectively.

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Accessing Conversation Management

  1. Navigate to Chat History in the sidebar
  2. Click on any conversation row to open it
  3. The conversation displays on the left, and the management sidebar on the right
Conversation groups the customer email, profile link, creation date, and translation selector. The date follows your interface language; hover over the date for the full timestamp and time zone. Assignment groups the reviewer and status controls at the bottom of the sidebar, so you can set the status after adding admin tags without scrolling back up. Co-pilot evaluation, including the CX Score and dimension breakdown, stays expanded and cannot be collapsed. Empty Topics, Admin Tags, and User Feedback sections stay collapsed until you open them. Expand a section whenever you need its details.
Use the navigation arrows beside the conversation to move between conversations without returning to the list.

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View a linked ticket

If a ticket was created from the conversation, click View ticket in the Conversation section to view its details. The ticket subject appears below the link when available. If an external ticket link is available, you can open it from the ticket details page.

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Translate a conversation

Use the language selector in Conversation in the right-hand management panel to read a conversation in French, English, Italian, Spanish, Portuguese, or German. Each language has a flag to help you find it quickly. The messages show an automatic translation once it is ready. Select Original text to return to the conversation’s original wording at any time. Translation only changes your reading view; saved messages and the conversation seen by the user stay unchanged. Opening another conversation restores the original text. If translation fails, the original text remains visible. Click Retry to try again.

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Disable or reactivate a conversation

Administrators can click Disable conversation at the bottom of the conversation’s management sidebar to make its content inaccessible to users in the portal and embedded chat, including through existing shared links. Users see a message explaining that administrators disabled access. The conversation remains in their history with a “Conversation disabled” label. They cannot continue or create a new copy of the disabled conversation. Administrators retain access to review the content. Click Reactivate conversation to restore access. Disabling does not delete the conversation or change its evaluation. Copies created before disabling remain separate conversations and can be disabled individually.

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Manual Evaluation

Manually assess conversation quality using the three icon buttons: Click a button to set the evaluation. Click again to clear it (returns to “Not Evaluated”).

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Evaluation Comments

Add context to your evaluation:
  1. Under Admin Rating, click Add an admin comment…, or Edit on an existing comment
  2. Enter your comment explaining the evaluation
  3. Click Save to store the comment, or Cancel to discard your edits
Comments help other reviewers understand why a conversation was rated a certain way and are useful for training and quality improvement.

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LLM-Based Evaluation

When the Thread Evaluator is enabled, you can trigger automated evaluation:

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Running an Evaluation

Clear any existing manual rating by clicking the selected rating button again. Then, in Co-pilot evaluation, click Run Evaluation to request an AI assessment. Conversations that have already been evaluated are skipped.

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CX Score Display

When a CX score is generated, you’ll see:
  • CX Score Gauge: A 0-100 score representing overall quality
  • Dimension Breakdown: Visual bars showing scores for each dimension:
    • Resolution Quality
    • Response Coherence
    • Tone
    • Efficiency
    • Customer Effort
Some conversations are marked as evaluated without scores, including conversations without a meaningful user/assistant exchange and short exchanges requesting human support.

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Review Flags

The LLM evaluation may flag conversations for human review:

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Improvement Suggestions

If the LLM identifies issues, it provides specific suggestions for how the agent could have responded better. Use these insights to improve agent instructions or knowledge base content.
LLM evaluation is only available when the Thread Evaluator feature is enabled in your platform configuration.

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Reviewer Assignment

Assign conversations to team members for review or follow-up:
  1. In Assignment, click the Reviewer dropdown
  2. Select a staff member from the list
  3. The assignment is saved automatically
Use reviewer assignments to:
  • Distribute quality review workload
  • Track who reviewed which conversations
  • Filter conversations by reviewer in the list view

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Admin Status

Use the Status dropdown in Assignment to set the conversation’s status. Apply custom status labels to track conversation states:
  1. In Assignment, click the Status dropdown
  2. Select a status from your configured options
  3. The status badge appears with its assigned color
Example statuses:
  • “Under Investigation”
  • “Escalated to Engineering”
  • “Needs Follow-up”
  • “Resolved”
Configure admin statuses in the platform settings to match your workflow.

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Tags

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Conversation Tags

Add descriptive tags to categorize conversations:
  1. Click + in the Topics section
  2. Search the existing topics
  3. Select a topic to add it
  4. Click the X on any tag to remove it
Tags help you:
  • Categorize conversations by topic
  • Track issue trends
  • Filter conversations in list view

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Admin Tags

Admin tags provide internal categorization for administrators, account managers, and viewers:
  1. Expand Admin Tags, then click +
  2. Search and select tags
  3. Admin tags display with color coding
Use admin tags for internal categorization like:
  • “Training Example”
  • “Bug Report”
  • “Feature Request”
  • “VIP Customer”

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User Feedback Section

If users submitted feedback about the conversation, it appears in this section.

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Feedback Display

For each feedback entry, you’ll see:
  • Issue Type Badges: Inaccurate, Incomplete, Information Not Found, Technical Issue
  • Additional Feedback: Free-text comments from the user
The section also shows thumbs up/down counts for the conversation.

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Managing Feedback

Click on a feedback entry to edit its Internal Note, then click Save.

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Tools Called

In each agent answer, just above the reply text, a Tools called bar lists every tool the agent ran to produce it, with the tool names shown next to the count. Open it to see each call with its status and, when it was measured, how long the call took. Expand a call to read the arguments it received and the result it returned. The bar only appears for staff members, and only on answers where at least one tool ran. It lists every call, including the ones the conversation itself draws nothing for — so an answer that looks like it did no work no longer hides the tools behind it.
Superadmins get a Full Thread Debug View button at the bottom of the sidebar, with the prompts, token usage and timing breakdown behind each answer.

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Conversation Details

The Conversation section shows when the conversation was created.

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Where the conversation came from, and where it went

The same block traces a conversation’s lineage, which is what explains a transcript containing messages its owner never wrote:
  • Copied from: the original conversation, linked at the branch message when that message is available
  • Copies: the conversations started from this one, each openable
  • Started from a shared link: this conversation was copied through a share link — the copy was taken by someone who may never have had access to the source
  • Public links: the share links cut from this conversation. Each row opens the shared page, links to the message the link stops at, and shows how many conversation copies were started from it
While the conversation is enabled, the Public links list identifies extracts readable by any signed-in user holding the URL. The message each link stops at tells you how much it includes. Disabling the conversation blocks these links; reactivating restores access. Deleting the conversation revokes every link made from it.

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Workflow Example

Here’s a typical workflow for reviewing a flagged conversation:
  1. Open the conversation from the list (filtered by “Needs Review”)
  2. Read the full conversation on the left side
  3. Review the LLM evaluation and CX Score
  4. Set manual evaluation (OK/Neutral/KO) with a comment
  5. Add tags to categorize the issue
  6. Assign reviewer if follow-up is needed
  7. Set status if additional action is required
  8. Use navigation arrows to move to the next conversation

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Best Practices

  1. Evaluate consistently: Use the same criteria across all reviewers
  2. Add comments: Explain your reasoning, especially for KO ratings
  3. Use tags strategically: Don’t over-tag; focus on meaningful categories
  4. Check LLM suggestions: Use improvement suggestions to improve your agent
  5. Track status: Keep admin status updated as conversations progress
  6. Review feedback promptly: User feedback often reveals important issues