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Conversations

Text chat sessions across your agents — web widget, API, and dashboard test.

This page is where you review every text conversation your agents have had, no matter where it happened: a chat widget on your website, a partner integration through the API, or a test you ran from the dashboard.

The Conversations page with filters and the sessions table

Filter the list​

At the top of the page you can narrow the list down:

  1. Pick an Agent to see only that agent's conversations.
  2. Pick a Status — Active, Idle, or Closed.
  3. Pick a Channel — Web Widget, API, or Dashboard Test.
  4. Click Apply Filters to update the list, or Reset to clear everything.

The conversations table​

Each row shows Agent, Channel, Status, Messages, Started, Last Message, Cost, and an Actions column with a View button.

note

Rows for active conversations show an idle countdown, such as "Idle Xm — auto-closes at Ym". This tells you how long the visitor has been quiet and when the session will close on its own.

How sessions end​

A conversation can close in three ways:

  • Explicitly — you close it from the details view, or the visitor ends the chat.
  • Idle timeout — the visitor leaves or stops replying, and the session auto-closes after the idle countdown runs out.
  • Message cap — the session reaches its maximum number of messages.

However a session closes, it moves to the Closed status and its summary and billing are processed.

View a conversation​

  1. Find the conversation in the table.
  2. Click View in the Actions column. The Conversation Details modal opens.

Inside the modal you will find:

  • Metadata — the agent, channel, status, when the session started, the last message time, how many agent replies were sent, tokens used, and cost.
  • Summary and Sentiment cards — a short write-up of what the conversation was about and how it went.
  • The full message thread — every message, labeled Visitor, Agent, Tool, or System. Tool entries show the actions the agent executed mid-conversation, such as a lookup or a booking.

Close a session manually​

If a conversation is still open and you want to end it now:

  1. Open the conversation with View.
  2. Click Close Session.
  3. Confirm the prompt: "Close this chat session? This ends the conversation and queues the summary/billing pipeline."
warning

Closing a session is final. The visitor can no longer reply in that session, and the summary and billing steps start right away. If they return later, a new session begins.

Tips​

  • Use the Channel filter with Dashboard Test to separate your own testing from real visitor traffic.
  • Sort out problem conversations quickly by checking the Sentiment card before reading the whole thread.
  • Keep an eye on the Cost column to spot unusually long or expensive sessions.