Review your AI chatbot's conversations

The Conversations page shows every conversation your bots have had with customers, across all your bots and channels. Use it to read transcripts, check what the bot said, find unhappy customers, and step in live.

Who can do this: everyone on the team, whatever their role. Taking over a chat needs the Owner, Admin or Responder role.

Your own private chats from My Chats don't appear here.

Open Conversations

Select Conversations in the sidebar to see conversations for all bots.
To see one bot's conversations, choose it from the bot dropdown at the top (it starts on All bots), or open the bot's Overview tab and select the arrow on the Conversations this month card.

Select a conversation in the list to read it. New conversations don't appear in the list automatically; select the refresh icon above the list to load them.

Search and filter

Type in Search to find conversations containing particular words.

Select the funnel icon to open Filters. A badge shows how many filters are active, and Clear all removes them.

Filter	What it does
Bot	Show one bot's conversations
Topic	Show conversations about one topic. Choose a bot first
Date range	Show conversations between a From and To date
State	Escalated (waiting for a person), Active (a team member has taken over) or Resolved. See Human takeover
Unread only	Show only unread conversations
Feedback	Show conversations where the customer gave a thumbs up or thumbs down
Sentiment and Emotions	Show conversations by how the customer felt, such as Negative or Frustrated. Sentiment is only recorded on Pro and Enterprise

Each conversation in the list shows the bot, its state, the customer's last message and the bot's reply, thumbs up and down counts, the number of messages and when it happened. An unread dot marks unread conversations.

Read a conversation

The transcript shows each message with any feedback the customer gave. The panel beside it shows:

Section	What's in it	Plans
Conversation details	The conversation ID, number of messages, tokens used and the channel it came from	All
User details	What you know about the customer, such as their name, email and phone number, including anything they entered in your lead form	All
Summary	A short AI summary of the conversation	Standard and above
Topics	The topics the conversation covered	Pro and Enterprise
Sentiment & Emotions	How the customer felt	Pro and Enterprise

Summaries, topics and sentiment are added automatically about 10 minutes after the last message. Very long conversations (more than 50 messages) aren't summarised. Summaries use your message tokens.

Owners and admins can also select Ask Otto about this chat to ask Otto why the bot answered the way it did.

Conversation actions

Open the ⋮ menu on a conversation for:

Share link: copies a link to a read-only copy of the transcript.
Download: downloads the conversation as a CSV file.
View bot settings: opens the bot's settings.
Takeover conversation and Hand back to bot: see Human takeover.
Mark as resolved: closes an escalated conversation without taking it over.
Delete: permanently deletes the conversation and its messages.

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Shared links are public

Anyone with a shared link can read that transcript, as long as the bot's website channel is turned on. Only share links with people who should see the conversation.

Download conversations

To download one conversation, open its ⋮ menu and select Download.
To download many, set the filters you want and select Download all at the top of the page. It downloads every conversation that matches your current filters.

Downloads are CSV files with one row per message and these columns: Message ID, Conversation ID, Bot, Bot ID, Role, Message, Timestamp and Rating.

Troubleshooting

A conversation I expected isn't in the list

Select the refresh icon. New conversations don't appear automatically.
Check the filters badge and select Clear all.
Chats you had in My Chats are private and never appear in Conversations.

There's no summary

Summaries need the Standard plan or above, appear about 10 minutes after the last message, and aren't created for conversations with more than 50 messages.

The Topic filter is greyed out

Choose a bot in Bot first. Topics belong to one bot.

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