> ## Documentation Index
> Fetch the complete documentation index at: https://ago.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Conversation Management

> Review, evaluate, and manage individual conversations with admin tools

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.

## 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

<Tip>
  Use the navigation arrows at the top to move between conversations without returning to the list.
</Tip>

## Manual Evaluation

Manually assess conversation quality using the three evaluation buttons:

| Button      | Color  | Use When                                          |
| ----------- | ------ | ------------------------------------------------- |
| **OK**      | Green  | The agent handled the conversation well           |
| **Neutral** | Yellow | Average handling, neither good nor problematic    |
| **KO**      | Red    | The conversation had issues or was handled poorly |

Click a button to set the evaluation. Click again to clear it (returns to "Not Evaluated").

### Evaluation Comments

Add context to your evaluation:

1. Click the pencil icon next to the evaluation section
2. Enter your comment explaining the evaluation
3. Click **Save** to store the comment

Comments help other reviewers understand why a conversation was rated a certain way and are useful for training and quality improvement.

## LLM-Based Evaluation

When the [Thread Evaluator](/features/thread-evaluator) is enabled, you can trigger automated evaluation:

### Running an Evaluation

Click **Run Evaluation** to have the LLM assess the conversation. The system will analyze and score the thread across five dimensions.

### CX Score Display

After evaluation, 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 Accuracy
  * Tone & Empathy
  * Efficiency
  * Customer Effort

### Review Flags

The LLM evaluation may flag conversations for human review:

| Badge                     | Meaning                                  |
| ------------------------- | ---------------------------------------- |
| **Needs Review** (Yellow) | The LLM recommends human verification    |
| **Validated** (Green)     | The conversation passed automated checks |

### 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.

<Note>
  LLM evaluation is only available when the Thread Evaluator feature is enabled for your agent.
</Note>

## Reviewer Assignment

Assign conversations to team members for review or follow-up:

1. 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

## Admin Status

Apply custom status labels to track conversation states:

1. Click the **Admin 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"

<Tip>
  Configure admin statuses in the platform settings to match your workflow.
</Tip>

## Tags

### Conversation Tags

Add descriptive tags to categorize conversations:

1. Click the **Tags** field
2. Search for existing tags or type a new one
3. Select tags to add them
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

### Admin Tags

Admin tags work like regular tags but are only visible to staff members:

1. Click the **Admin Tags** field
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"

## User Feedback Section

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

### 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
* **Reaction Count**: Thumbs up/down summary

### Managing Feedback

For each feedback item:

| Field              | Description                           |
| ------------------ | ------------------------------------- |
| **Reviewed**       | Checkbox to mark feedback as reviewed |
| **Internal Notes** | Private notes visible only to staff   |

Click on a feedback entry to expand it and edit these fields.

## Conversation Details

The sidebar header shows:

* **Created Date**: When the conversation started
* **Thread ID**: Unique identifier (useful for support cases)

## 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

## 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

## Keyboard Shortcuts

| Shortcut  | Action                                 |
| --------- | -------------------------------------- |
| `←` / `→` | Navigate to previous/next conversation |
| `Esc`     | Close conversation and return to list  |

## Related Features

* [Conversations](/features/conversations-list) - Find conversations to review
* [Thread Evaluator](/features/thread-evaluator) - Configure automated evaluation
* [Topic Analyzer](/features/thread-tagger) - Set up automatic topic analysis
* [CX Score](/features/cx-score) - Understand the quality scoring system
* [Feedback Analytics](/features/feedback-analytics) - Analyze feedback trends