Understand conversation details

Conversation details help support teams review:

• customer messages

• AI responses

• support activity

• escalations

• assignments

• conversation history

This helps teams improve both AI workflows and customer support quality.

Open a conversation

To review conversation details:

1. Open your AI Agent workspace

2. Go to Inbox

3. Select a conversation

The full conversation view will open inside the Inbox.

Review the conversation history

Inside the conversation view, you can review:

• customer messages

• AI replies

• timestamps

• support interactions

• escalation activity

This helps teams understand the complete support journey.

Review AI-generated responses

Conversation details help teams evaluate:

• answer quality

• response accuracy

• AI behavior

• support consistency

This is useful for identifying:

• weak responses

• missing knowledge

• unclear workflows

Review conversation metadata

Depending on the workflow, conversations may include additional details such as:

• assigned teammate

• channel source

• customer information

• AI analysis

• escalation status

This helps teams organize support workflows more effectively.

Understand conversation channels

Conversation details may vary depending on the connected channel.

Supported channels may include:

• Web Widget

• WhatsApp

• Messenger

• Instagram

Reviewing channel context helps teams better understand customer behavior.

Use conversation reviews to improve AI

Many teams use conversation reviews to:

• improve AI instructions

• refine support content

• identify repetitive questions

• optimize escalation workflows

Real customer conversations often reveal the most valuable improvement opportunities.

Monitor escalated conversations

Conversation details can help teams review:

• Human Handoff activity

• ticket escalations

• unresolved support issues

• follow-up workflows

This helps maintain smoother collaboration between AI and human agents.

Review conversations regularly

Regular conversation reviews help businesses:

• improve support quality

• maintain consistent messaging

• identify operational gaps

• monitor AI performance

This becomes especially important as support volume grows.

Next steps

• Understand trained answers

• Correct AI answers

• Use AI Analysis