Conversations

Browse, search, and filter all conversations with search and filter tools

The Conversations page shows all conversations handled by your AI agents. Use the extensive filtering options to find specific conversations for review, analysis, or quality assurance.

Conversations List

Accessing Conversations

Navigate to Chat History in the sidebar.

Imported conversations

Conversations sent through the import API appear alongside AGO conversations. To filter by provenance, open More filters, add Conversation source, then select AGO conversations or one external source. Without this filter, both are included. The selection also applies to CSV exports.

Opening an imported conversation shows its source, external reference, and separate quality/CX and topic-analysis statuses. Its transcript is read-only; review evaluations, comments, and labels remain available. Use the original conversation dates when searching historical imports.

You need Admin, Account Manager, or Viewer permissions to access the Conversations page.

Conversation Table

The table displays all conversations with the following information:

Column	Description
User	Email address of the user who started the conversation
Agent	The AI agent that handled the conversation
Messages	Number of messages exchanged
Created	When the conversation started
LLM Judge	Whether automated evaluation ran and flagged the conversation for review
CX Score	Automated quality score (if evaluated)
Topics & Tags	Applied topics and tags

In the Support Asked column, a lightning bolt identifies tickets created automatically after conversation inactivity. Hover over it to see Ticket created automatically. Other tickets use the ticket icon; a face indicates a support request without a ticket.

Click any row to open the Conversation Management view where you can evaluate and manage the thread.

Primary Filters

These filters are always visible at the top of the page:

Filter	Description
Created	Filter by the date range when conversations started
Agent	Select one or more agents; conversations involving any selected agent are included
Ticket Created	Show only conversations that resulted in a ticket

Clear the Agent filter to include all agents. Your selection is saved with the other filters and applies to CSV exports.

Secondary Filters

Click “More filters” to access additional filtering options:

Filter	Description
Email	Search by user email address (partial match supported)
Conversation source	Show AGO conversations or conversations imported from one external source
Evaluation	Filter by manual evaluation: OK, KO, Neutral, or Not Evaluated
CX Score Range	Filter by automated score: Poor (0-49), Needs Improvement (50-79), Good (80-100)
Search Content	Full-text search within conversation messages
User Type	Filter by user permission level
Organization	Filter by user’s organization
Topic	Filter by conversation topics (multi-select)
Tags	Filter by tags (multi-select)
Reviewer Email	Filter by assigned reviewer
Knowledge Source	Filter by knowledge source used in responses
Knowledge Page ID	Filter by specific documentation page referenced
Support Asked	Show conversations where human support was requested
Needs Review	Show conversations flagged for review by the LLM evaluator

Common Filter Combinations

Quality Review

• Needs Review = Yes
• CX Score Range = Poor or Needs Improvement

Escalation Analysis

• Support Asked = Yes
• Ticket Created = Yes

Agent Performance

• Agent = [Select one or more agents]
• Evaluation = [Select status]
• Date range = Last 30 days

Topic Research

• Search Content = [keyword]
• Topic = [relevant topics]

Exporting Data

Click the Export button to download the current filtered results as a CSV file. The export includes:

• Conversation content, dates, user and agent details, evaluations, CX scores, tags, and feedback
• Applied filters are reflected in the exported data

Large Exports

Exports of more than 1,000 conversations are prepared in the background so you can keep working:

• A progress notification shows the export being built in real time
• When it is ready, the download starts automatically (compressed transfer, delivered as a regular CSV)
• If you navigate away, a bell notification lets you download the file later
• Background exports stay available for 24 hours, then expire

Apply filters before exporting to get a focused dataset for your analysis.

Navigation Features

Pagination

Results are displayed in pages of 50 conversations. Use the pagination controls at the bottom to navigate between pages.

Filter Persistence

Your filter settings are automatically saved in your browser. When you return to the page, your previous filters will still be applied.

Quick Navigation

After opening a conversation, use the navigation arrows in the conversation view to move to the next or previous conversation without returning to the list.

Best Practices

1. Start with date range: Narrow down by time period first, then add specific filters

2. Use “Needs Review” for QA: Focus your quality assurance efforts on flagged conversations

3. Combine filters strategically: Multiple filters work together (AND logic) to narrow results

4. Export regularly: Create periodic exports for trend analysis and reporting

5. Clear filters when done: Click “Clear all” to reset and see all conversations

Related Features

• Conversation Management - Review and manage individual conversations
• Thread Evaluator - Configure automated evaluation
• Feedback Analytics - Analyze user feedback trends