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Overview

The Chats page provides access to all text-based chat conversations between your agents and users. Similar to the call history, this view allows you to review chat interactions, analyze agent performance, and understand customer engagement through chat channels. Here, you will find the agent that handled the chat, the contact information, conversation date/time, summary, outcome, message count, and analysis data extracted from the conversation.

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Date Range Filter

Select a custom date range to view chats from specific time periods. The date picker allows you to set start and end dates to narrow down your chat history.

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Agent Filter

Filter chats by specific agents to review individual agent performance and chat activity. Use the search bar to search within chat conversations for specific keywords, phrases, or topics discussed during text-based interactions.

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Chat History Table

The main table displays all chat conversations with the following columns:
  • Conversation Date - Date and timestamp when the chat was initiated
  • Agent - The agent name that handled the chat
  • Contact - Contact information for the user (may show “Unknown” for anonymous chats)
  • Summary - A brief summary of the conversation content
  • Outcome - Chat completion status (e.g., “Completed”)
  • Messages - Total number of messages exchanged in the conversation
  • Analysis - Structured data extracted from the chat based on your analysis properties

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Chat Details

Click on any chat row to view detailed information about the conversation, including:
  • Full conversation transcript - Complete message history with timestamps
  • Analysis data - Extracted structured information based on your analysis configuration
  • Agent actions - Any tools or actions triggered during the chat

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Test Chats

Chats initiated through the chat widget within Strada’s dashboard are automatically marked with a “Test” label. These test conversations are useful for agent validation and debugging, and can be filtered or excluded when analyzing production chat performance.

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Export

Click the Export CSV button in the top-right corner to download your filtered chat history data for external analysis, reporting, or integration with other tools.