Overview
The Conversations page is your hub for reviewing every interaction your agents have, with calls and chats combined into a single, unified view. Filter by any metric, create saved views for your team, and view individual conversations to review transcripts, recordings, analysis data, and QA scores.
Navigating the Conversations Page
Type Tabs
At the top of the table, toggle between three views:
- All - Calls and chats interleaved, sorted by most recent
- Calls - Only voice conversations
- Chats - Only text-based conversations
Switching tabs adjusts the available columns and filters to match the conversation type.
Saved Views
Views let you save a specific combination of filters, columns, and type selection so you can return to it later. Think of them like browser bookmarks for your conversations.
- Create a view - Click the + button in the views bar
- Rename a view - Right-click a view tab and select Rename
- Save changes - Click the Save icon on the active view tab to persist your changes
- Delete a view - Right-click a view tab and select Delete
- Reorder views - Drag and drop view tabs to rearrange them
Saved views are shared across your organization, so any changes are visible to all members.
Filtering
Search
Use the search bar to find conversations matching keywords in their transcripts. Search works across both calls and chats.
Date Range
Click the date picker to select a start and end date. By default, this is set to the last 14 days. Use the Quick Select presets (Today, Yesterday, Last 7 days, Last 14 days, Last 30 days) or set a Custom range.
Filter Drawer
Click the Filter button to open the filter drawer. Filters are organized into collapsible sections:
Common Filters
Always visible regardless of which option is selected.
- Agent - Include or exclude specific agents
- Test - Hide test conversations
- Feedback - Show conversations with or without feedback
Call Filters
Visible when the All or Calls tab is selected.
- Call Type - Inbound or Outbound
- Phone - Filter by specific phone numbers
- Status - Filter by ended reason (Connected, No Answer, etc.)
- Campaign - Filter by campaign name
- Actions - Filter by tools triggered during the call
- Transfer Destination - Filter by where calls were transferred
Chat Filters
Visible when the All or Chats tab is selected.
- Outcome - Filter by chat outcome
- Actions - Filter by tools triggered during the chat
- CSAT - Satisfied or Unsatisfied
Analysis Filters
Click + Add to filter by any analysis property configured on your agents.
Variable Filters
Click + Add to filter by conversation-level variables passed into calls or chats.
Session Variable Filters
Click + Add to filter by session-level variables.
QA Filters
- QA Result - Filter by overall QA pass/fail
- Sentiment - Filter by sentiment label
- Each rubric you’ve configured appears as its own filter (e.g., Response Time Check, Compliance Check)
Click Apply to update the table, or Clear All to reset all filters.
Quick Filters
Quick filter pills appear above the table for common one-click filters:
- Feedback - Show only conversations that have feedback
- Test - Show only test conversations
Table Columns
The table displays different default columns depending on the active type tab.
All View
| Column | Description |
|---|
| Agent | The agent that handled the conversation |
| Contact | Phone number (calls) or customer ID (chats) |
| Duration | Length of the conversation |
| Status | Ended reason (calls) or outcome (chats) |
| QA Analysis | Overall QA pass/fail result |
| Sentiment | Sentiment label from QA scoring |
| Summary | AI-generated conversation summary |
Calls View
| Column | Description |
|---|
| Called At | When the call started |
| Phone | The phone number contacted |
| Agent | The agent that handled the call |
| Duration | Call length in MM:SS format |
| Status | Call outcome (Connected, No Answer, etc.) |
| QA Analysis | Overall QA pass/fail result |
| Sentiment | Sentiment label |
| Actions | Tools triggered during the call |
Chats View
| Column | Description |
|---|
| Summary | AI-generated conversation summary |
| Outcome | Chat completion status |
| Duration | Chat length |
| Messages | Number of messages exchanged |
| QA Analysis | Overall QA pass/fail result |
| Sentiment | Sentiment label |
| Actions | Tools triggered during the chat |
Configuring Columns
Click the Columns button to show or hide columns. Toggle the eye icon next to each column name to control visibility. Use the Reset to Default button to restore the original column layout. Your column preferences are saved per type tab and persist across sessions.
Conversation Details
Click any row to open the detail panel for that conversation.
| Section | Calls | Chats | Description |
|---|
| Summary | ✓ | ✓ | AI-generated overview of the conversation |
| Analysis | ✓ | ✓ | Structured data extracted based on your analysis properties |
| Recording | ✓ | | Full audio playback of the call |
| Transcript | ✓ | ✓ | Complete timestamped conversation with speaker labels |
| QA Scores | ✓ | ✓ | Rubric results and sentiment analysis |
| Feedback | ✓ | ✓ | Feedback left by team members on specific messages |
| Actions | ✓ | ✓ | Tools and actions triggered during the conversation |
Test Conversations
Conversations marked with a Test badge indicate test interactions used for agent validation. Test calls are those made to or from numbers in your Test Numbers list.
By default, the table excludes test conversations. Use the Test quick filter or the filter drawer to include or isolate them.
Export
Click the Export button in the top-right corner to download your filtered conversation data as a CSV file for external analysis or reporting.
