Conversations

Not sure where to begin? Explore our Getting started guidelines to set up your first AI Agent, review Key concepts to understand the essentials, or check out Improvement tactics to resolve issues and keep things running smoothly.

Conversations provide a complete record of how your AI Agent interacts with end users. In the Conversations view, AI Agent Managers can review past exchanges, search for specific conversations using keywords or attributes, and apply Coaching to improve future interactions.

Each conversation includes a complete trace of the steps taken by the AI Agent and the resources it used, such as Coaching, Knowledge, Actions and Playbooks. The view also provides an Automated Resolution assessment and a comprehensive set of conversation and end-user attributes, giving you a detailed understanding of each interaction and its outcome.

Before getting started with reviewing past conversations, make sure your AI Agent’s core elements—like Knowledge, Actions, and Processes—are in place. Other core features may also apply depending on your setup.

This section covers how to work with conversations to improve your AI agent’s performance. You’ll learn how to track and improve the automated resolution rate, use past conversations to enhance responses, and export conversation data for analysis. These tools help you understand how your AI agent is performing and identify opportunities to improve the customer experience.