Conversations

The Conversations page under AI Performance Management provides a comprehensive view of all chat interactions and dialogue history across all channels, allowing you to monitor conversation patterns and download transcripts.

Overview

Conversations capture the full context of multi-turn dialogues between users and the AI system. Unlike individual responses, conversations show the complete interaction flow, follow-up questions, and contextual understanding that develops throughout an exchange.

Key Capabilities

Search and Filtering

Filter Controls

Access filtering options to find specific conversations:

• Channel Filter: View conversations from specific channels (AI Chat, Deal Rooms, Community Forum, etc.)
• Date Range: Select conversations from specific time periods
• User Filter: Filter by specific users
• Search: Search by conversation title or content

Search Functionality

• Keyword Search: Search conversation content for specific terms or phrases
• Topic Search: Find conversations about specific topics or subjects
• Reset Filters: Clear all active filters to view all conversations

Conversations Table

The main interface displays conversation information in a clean, organized table:

Column	Description
Title	Conversation title or topic summary
Channel	Channel where the conversation took place
User	User who initiated the conversation
Created Date	When the conversation started
Updated Date	When the conversation was last active

The table includes search and filter options to help you quickly find specific conversations across channels. Click any row to open the detailed conversation view.

Conversation Details

Clicking any conversation row opens a detailed view:

Conversation Header

• Conversation ID: Unique identifier for the conversation
• Start/End Time: When the conversation began and ended
• Channel Information: Channel type and configuration details
• User Context: User information and company context (when available)
• Total Interactions: Count of user messages and AI responses

Message Timeline

• Chronological View: All messages displayed in order with timestamps
• User Messages: Questions and inputs from the user
• AI Responses: AI-generated answers with sources and confidence indicators
• Context Indicators: Shows when AI references previous parts of the conversation
• Response Time: Time taken for each AI response

Knowledge Sources Used

• Source Attribution: Which knowledge sources contributed to each response
• Confidence Scores: AI confidence levels for each response
• Context Relevance: How conversation history influenced each response

How It Works

Conversation Tracking

The system automatically captures and tracks:

• Multi-Turn Dialogues: Complete conversation threads with context preservation
• Cross-Channel Continuity: Conversations that span multiple channels (when applicable)
• Context Evolution: How understanding develops throughout the conversation
• Knowledge Source Usage: Which sources are accessed as the conversation progresses

Conversation Management

1. Automatic Capture: All conversations are automatically recorded across all channels
2. Context Preservation: System maintains conversation context for follow-up questions
3. Smart Summarization: AI generates topic summaries for easy browsing
4. Status Tracking: Conversations are marked as active, completed, or archived

Privacy and Security

• User Privacy: Personal information is handled according to privacy settings
• Confidential Content: Conversations using confidential knowledge sources are properly marked
• Access Control: Users can only view conversations they have permissions for
• Data Retention: Conversations are retained according to configured retention policies

Export and Analysis

Transcript Downloads

Export conversation data in multiple formats:

Individual Transcripts

• PDF Format: Formatted transcript suitable for sharing or archival
• Text Format: Plain text version for analysis or processing
• JSON Format: Structured data for technical analysis

Bulk Export

• Filtered Datasets: Export all conversations matching current filters
• Date Range Export: Download conversations from specific time periods
• Channel-Specific Export: Export all conversations from specific channels
• CSV Summary: Spreadsheet-friendly summary data for analysis

Transcript Content

Downloaded transcripts include:

• Complete Message History: All user inputs and AI responses
• Timestamps: Exact timing for each interaction
• Knowledge Sources: Sources used for each AI response
• Channel Context: Information about where the conversation took place
• User Context: Company and user information (when available and permitted)

Analysis and Insights

Conversation Patterns

Use conversation data to identify:

• Common Topics: Most frequently discussed subjects
• User Behavior: How users interact with the AI over multiple turns
• Knowledge Gaps: Topics where conversations don't reach satisfactory resolution
• Channel Effectiveness: Which channels produce the most productive conversations

Performance Metrics

• Conversation Length: Average number of exchanges per conversation
• Resolution Rate: Percentage of conversations that reach satisfactory conclusion
• User Satisfaction: Feedback patterns within conversations
• Knowledge Source Effectiveness: Which sources are most helpful in extended dialogues

Troubleshooting

Missing Conversations

If expected conversations don't appear:

1. Date Range: Check if conversations fall outside current date filter
2. Channel Access: Verify you have permission to view conversations from all relevant channels
3. Status Filter: Check if conversations are filtered by status
4. User Permissions: Ensure you have rights to view conversation data
5. Loading Time: Allow time for large datasets to load

Export Issues

If transcript downloads fail:

1. File Size: Large transcripts may need to be exported in smaller batches
2. Browser Settings: Check pop-up blockers and download permissions
3. Format Selection: Try different export formats if one fails
4. Date Range: Narrow the date range for large exports
5. Network Issues: Verify stable internet connection

Privacy Concerns

If you have questions about conversation privacy:

1. Access Rights: Contact administrators about conversation access permissions
2. Data Handling: Review privacy policies regarding conversation data
3. User Consent: Ensure proper consent for conversation recording and analysis
4. Confidential Content: Verify that confidential conversations are properly protected

Best Practices

For Support Teams

1. Regular Review: Regularly review conversations to identify improvement opportunities
2. Pattern Recognition: Look for recurring issues or knowledge gaps
3. Quality Monitoring: Monitor conversation quality and user satisfaction
4. Training Data: Use conversation insights to improve knowledge sources

For Managers

1. Performance Analysis: Use conversation data to assess AI performance over time
2. Team Training: Share insights from conversations to improve team knowledge
3. Process Improvement: Identify workflow improvements based on conversation patterns
4. Strategic Planning: Use conversation trends for strategic AI development planning

For Analysts

1. Data Export: Regularly export conversation data for deeper analysis
2. Trend Analysis: Monitor conversation trends and patterns over time
3. Cross-Channel Analysis: Compare conversation effectiveness across different channels
4. User Journey Mapping: Track how users progress through multi-turn conversations

For Administrators

1. Access Management: Properly configure conversation access permissions
2. Retention Policies: Set appropriate data retention policies for conversations
3. Privacy Compliance: Ensure conversation handling complies with privacy regulations
4. Integration Monitoring: Monitor conversation capture across all integrated channels

Related Features

• Responses - View individual AI responses that make up conversations
• Reporting - Analyze aggregated conversation data and trends
• Channels - Configure channels where conversations take place
• AI Chat - Primary channel for direct AI conversations
• Deal Rooms - Specialized conversational workspaces for sales opportunities