Every message your agent has ever exchanged with a customer lives in Conversations. This guide walks through what's there and what to do with it.
Open Conversations
On any agent, click the Conversations tab. You see a chronological list — newest first — across every channel.
Filtering
- Channel — show only WhatsApp, only website, only email, etc.
- Status — open, closed, escalated
- Tag — see only conversations the agent tagged with a specific topic
- Date range — last 24 hours, last 7 days, last 30 days, or custom
- Search — full-text across messages
Reading a conversation
Click any row to open the full thread. Customer messages are on one side, agent replies on the other. Each agent reply shows:
- The model used
- Any actions called and their results
- The sources retrieved (when applicable)
- The customer's feedback (thumbs up/down) if collected
Taking over from your agent
From any open conversation, click Take over to step in as a human. The agent stops auto-replying. You type directly. Customers won't notice — the messages still come from the same channel — and you can hand back control whenever you're ready.
Exporting
Click the export button to download conversations as JSON or CSV. Useful for analysis, compliance, or migrating data.
What's stored?
Every message, every action call, every retrieved source. Data retention is configurable per team in Team settings → Compliance.