---
title: "Review customer conversations"
description: "Find, filter and read every conversation your bots have with customers, see AI summaries and user details, and share or download transcripts."
canonical_url: "https://chatthing.ai/docs/manage/conversations"
last_updated: "2026-09-25"
---

# Review customer 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](https://chatthing.ai/docs/account/teams#what-each-role-can-do), whatever their role. Taking over a chat needs the Owner, Admin or Responder role.

Your own private chats from [My Chats](https://chatthing.ai/docs/manage/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](https://chatthing.ai/docs/manage/analytics#topics). 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](https://chatthing.ai/docs/manage/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](https://chatthing.ai/docs/channels/website/lead-form) | All |
| **Summary** | A short AI summary of the conversation | Standard and above |
| **Topics** | The [topics](https://chatthing.ai/docs/manage/analytics#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](https://chatthing.ai/docs/account/message-tokens).

Owners and admins can also select **Ask Otto about this chat** to ask [Otto](https://chatthing.ai/docs/get-started/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](https://chatthing.ai/docs/manage/human-takeover).
- **Mark as resolved**: closes an escalated conversation without taking it over.
- **Delete**: permanently deletes the conversation and its messages.

> **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](https://chatthing.ai/docs/manage/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.

## Related

- [Take over a live chat from your bot](https://chatthing.ai/docs/manage/human-takeover): Let your team step into a live website chat, reply to the customer directly while the bot pauses, then hand the conversation back to the bot.
- [See what customers ask with analytics](https://chatthing.ai/docs/manage/analytics): Use your bot's Overview tab to see usage, conversation topics, customer sentiment, engagement, the most common questions and AI recommendations.
- [Chat with your own bots in My Chats](https://chatthing.ai/docs/manage/my-chats): Use My Chats to chat with your own bots for day-to-day work. It's for your chats only - customer conversations are in Conversations.
- [Improve your bot's answers](https://chatthing.ai/docs/improve/improve-answers): Fix a bot that says "I don't know", gives wrong or made-up answers, goes off-topic, rambles, forgets context or replies in the wrong language.