Response training

Overview

The Convos view is where you’ll find a library of the conversations your end users have had with your AI Agent. You can use your AI Agent’s conversation history to see a full record of how it responded to end users, and use that information to fine tune your AI Agent.

Conversation definition

When it comes to AI Agents, a conversation is the interaction between your AI Agent and the end user.

Conversation organization

The left-hand panel of the Convos view contains the conversations library. This is a scrollable list organized by end user, with the most recent conversations appearing at the top of the list. You can filter the list by resolution, date, or by a number of conditions, such as language, browser, variable, or whether or not the conversation contains a handoff to an agent.

Data updates and retention

The Convos view updates to show new messages within 10 seconds of them happening. Conversations stay visible in the dashboard for six months, and then get moved to the archive.

Limitations

The Convos view has the following constraints:

• Archival: Conversations remain available in the conversations library for six months before becoming archived. When conversations are archived, you can no longer access them from the Convos view. If you need assistance or more information, contact your Ada team.
• Resolution classification: Before July 31, 2024, AI Agents only assessed a statistical sample of conversations for automated resolutions. As a result, conversations that happened before this date may not have classifications.

Use cases

The Convos view helps you understand and improve your AI Agent’s performance.

• Review AI Agent responses: View full transcripts to see how your AI Agent responded to end users and identify areas for improvement.
• Debug and troubleshoot: Use the reasoning log to see knowledge base searches, Actions, and Processes that ran during a conversation.
• Filter by criteria: Find specific conversations by date, resolution status, language, channel, CSAT score, or other filters.
• Validate configuration changes: Check how Custom Instructions, Actions, and Playbooks affect responses in real conversations.

Capabilities & configuration

The Convos view provides tools to review, search, and understand your AI Agent’s interactions with end users.

Conversation library cards

The conversations library appears in the left-hand panel of the Convos view. By default, the conversation cards are sorted by date and time, with the most recent conversation appearing at the top. They display some basic preview information about the end user and the conversation.

The following list breaks down the various elements that make up a conversation card:

• End user label: This label appears at the top left of each conversation card, and identifies them based on their associated end user.

  There are a number of ways the label can identify the end user:

  • Name or email address – If your AI Agent collected a name or email variable for the end user, the information from one or the other appears as the end user label, with the end user’s name taking precedence.

  • Anonymous – If your AI Agent collected neither the name nor email variable, anonymous appears in place of the end user’s name or email address.

  • Test User – This label appears for test conversations you or your team had with your AI Agent.

• Engagement status: The dot to the right of the end user label indicates their engagement status. A green dot indicates they currently have a chat window open and may be engaged with the AI Agent, while a grey dot means their chat window is closed.

• Conversation summary: With enough dialogue to work with, your AI Agent can discern the end user’s statement which best summarizes their intent. When available, this statement appears beneath the end user ID.

• Satisfaction: An icon indicates the end user’s satisfaction score if they were served a Satisfaction Survey during their conversation. The icon will vary depending on what you’ve set for your survey rating method.

• Agent avatar: For those clients with an Ada Glass integration, an avatar image indicates which agent the end user corresponded with during the course of the conversation.

Conversation summaries

Conversation summaries help you understand the theme of a conversation at a glance. With enough end user questions in a conversation, your AI Agent can determine the end user’s intent. Key phrases or sentences are then presented on the card in the conversation library. These phrases should give you a good idea about what the end user is trying to achieve, helping you identify conversations of interest quickly and easily.

You’ll also find Conversation Summaries at the end of the individual conversation transcripts. Of course, an end user can have several conversations with your AI Agent. Each of those may have their own summaries.

• Summaries appear on conversation cards in the Conversations library.
• Summaries also appear at the end of relevant transcripts.
• Summaries include up to three end user messages.
• It’s possible that an end user’s intent is not detectable. In that case, there won’t be any summary attached to that particular conversation.
• Summaries only consider the end user’s messages, not AI Agent messages.
• Summaries are available for conversations in all languages.

Reasoning log

After connecting your AI Agent to your knowledge base and configuring Custom Instructions and Actions, use the information from the Convos view to see how your AI Agent uses those inputs to automatically resolve end user inquiries. This information is collectively called the “reasoning log,” because you can use it to understand how your AI Agent reasoned through resolving an end user’s inquiry.

In conversations where your AI Agent searched your knowledge base for content or ran an Action, you can see a record of its decisions to get some insight behind its reasoning.

• If your AI Agent searched your Knowledge base, you can see the search term that your AI Agent used to search for knowledge, and the article snippets that it retrieved. For more information on the content retrieval process, see Understand how your AI Agent generates content from your knowledge base.

• If your AI Agent ran an Action, you can see whether the Action ran successfully, the data that your AI Agent sent to the API, and the data the API sent back to your AI Agent.

• If your AI Agent ran a Process, you can see which Process it decided to run. If your AI Agent needed to gather additional information for the Process or for an Action within the Process, the action Gather Arguments For Function indicates that your AI Agent asked the end user for that information.

Additional conversation details

If you expand the Details pane of the conversation, you can also see:

• Whether the conversation was classified as Resolved. For more information, see Understand and improve your AI Agent’s automated resolution rate.

• All of the Custom Instructions that were active at the time of the conversation, regardless of whether your AI Agent took the Custom Instructions into account while generating responses. For more information, see Customize your AI Agent’s generative content with Custom Instructions.

• Meta variables about the end user and the technology they were using, in case you need those details for troubleshooting.

Quick start

Review your AI Agent’s conversations in a few steps.

To view a conversation:

For detailed instructions on filtering and searching, see Implementation & usage.

Implementation & usage

Use the Convos view to review transcripts, filter conversations, and understand your AI Agent’s reasoning.

View conversations

You can open any conversation to read the full transcript and view end user details.

To view a conversation:

1. On the Ada dashboard, go to Convos.

2. In the conversations library in the left-hand panel, click a conversation card to open it.

   This displays the transcript of the end user’s conversations with your AI Agent in the center panel, as well as the end user information in the right-hand panel.

3. To hide the Details panel, click the three-line menu that appears in the upper right corner. To open it again, click Details in the same upper right corner.

Find and filter conversations

By default, your Convos view shows all conversations end users have had with your AI Agent. You can search or filter for specific criteria to narrow down your conversations.

To find and filter conversations:

1. On the Ada dashboard, go to Convos.

2. If necessary, search for specific text in the conversation transcript, or use the filters to narrow down the conversations that appear in the list.

   • To filter conversations by when they occurred, click the calendar and either select a default time frame or choose your own dates within the last 180 days. Then, click Apply to see conversations that occurred in your chosen date range.

   • To apply additional filters, click the Filter button .

     1. In the Select filter type list, select a filter type:
     • Include Test User: Include conversations originating from the Ada dashboard test AI Agent. Test conversations are excluded by default.
     • AR Classification: The automatic resolution classification for the conversation.
     • Coaching: View conversations in which one or more Coaching instructions were applied.
     • CSAT: The customer satisfaction rating the end user gave the conversation.
     • Article Source: View conversations that relied on Articles from one or more specific Article sources.
     • Article: View conversations relevant only to a specific Article being utilized.
     • Action: View conversations relevant only to a specific Action being called.
     • Playbook: View conversations relevant only to a specific Playbook being used.
     • Conversation Topic: The topic your AI Agent automatically assigned to the conversation.
     • Conversation Category: The category that the assigned conversation topic has been manually grouped under.
     • Engaged: Conversations where an end user sent at least one message to your AI Agent.
     • Handoff: Conversations where the end user was handed off to a human agent.
     • Language: The language the conversation was in.
     • Channel: The channel the conversation took place over (e.g., Chat, Voice).
     • Browser: The browser the end user used.
     • Device: The device the end user used.
     • Variable: Select a variable, so you can search for conversations where that value had specific values associated with it.
     2. By default, searches default to using = Is as the operator to return exact matches to your query. Depending on the filter type, you can click the = list to select a different operator.
     3. In the Value box, enter a value to search for.
     4. If required, click And to add additional filter conditions. You can also hover over a condition and click the Delete button that appears to remove it.
     5. Click Apply.

   • To include or exclude test conversations, toggle the Include test user setting.

3. Select a conversation in the conversation library to read through the entire transcript.

   If you want to read more conversations from the end user in an open conversation, under their name, you can click the number of conversations to change your filter to conversations your AI Agent had with them.

Advanced search syntax

Search is case-insensitive, meaning queries match results regardless of letter casing (for example, Refund, refund, and REFUND return the same results).

Use advanced search operators to refine and combine filters when finding conversations. These operators let you perform exact phrase matches, exclude terms, group conditions, and search within specific message types.

Basic operators

Grouping and scope

Escaping special characters

Some characters have special meanings in search syntax. To search for them literally, escape them or wrap the term in quotes.

Important behaviors

• Default AND operator
  Terms combined with + are treated as AND, meaning all must be present.
  Example: refund + payment Matches conversations that contain both refund and payment.
• Use OR to broaden results
  Example: refund | payment
• Hyphenated words
  Use quotes to ensure literal matching.
  Example: "charge-back"
• Language-aware search
  When a language filter is applied, search uses language-specific analyzers for tokenization and stemming.
• Lenient parsing
  Malformed queries won’t fail but may yield unexpected results.

Example queries

Customize AI Agent event visibility

By default, your AI Agent includes all knowledge base searches and generations, all Actions, and all variable value changes in the context of a conversation. If you want to focus on conversation content instead, you can hide these behind-the-scenes messages in the Convos view.

To customize event visibility:

1. Above the conversation, click the Message visibility button .

2. In the list that appears, choose to show or hide either type of message:

   • Reasoning steps: knowledge base searches, generated content using knowledge snippets, Actions

   • System messages: all variable value changes

Related features

Explore additional conversation analysis and optimization options.

• Conversations: Learn about conversation management and analysis.
• Resolution rate optimization: Understand and improve automated resolution classifications.
• Coaching: Create instructions to refine your AI Agent’s responses.
• Knowledge: Manage the content your AI Agent uses to respond.
• Actions: Create automated actions that appear in conversation logs.
• CSAT: Collect and analyze customer satisfaction data.