The Conversations section in Chatmode allows you to view and manage all interactions between your AI agents and users across different environments.

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Conversation List View

The main Conversation page provides a list view of all ongoing and past conversations:
  • Active conversations requiring attention
  • Recently resolved conversations
  • Filters for narrowing down the view (see Search and Filters below)

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Viewing Conversations

Each conversation entry displays key information:
  • User identifier or name (if available)
  • Environment where the conversation occurred
  • Associated Lead (if any)
  • Start time and duration
  • Status (Active, Resolved, Archived)
  • Priority level (if assigned)

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Conversation Details

Clicking on a conversation opens the detailed view, showing:
  • Complete message history between user and agent
  • Metadata about each message (timestamp, token usage)
  • User information and context
  • Agent responses and actions taken
  • Attachments or files shared during the conversation (if supported)

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Managing Conversations

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Conversation Status

Conversations can have one of three statuses:
  • Active: Ongoing conversations that may require attention or are being handled by the AI.
  • Resolved: Completed conversations where the user’s needs were addressed.
  • Archived: Older conversations moved to storage for reference.
To change a conversation’s status:
  1. Open the conversation details
  2. Click the status dropdown in the top-right
  3. Select the new status
  4. Add an optional note about the status change

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Assigning Conversations

For team collaboration, you can assign conversations to specific team members:
  1. Open the conversation details
  2. Click on “Assign” in the sidebar
  3. Select a team member from the dropdown
  4. Optionally add a note about the assignment
The assigned team member will receive a notification and can take over managing the conversation.

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Priority Levels

Set priority levels to highlight conversations that need immediate attention:
  • High: Urgent issues requiring immediate response
  • Medium: Important matters that should be addressed soon
  • Low: Routine conversations that can be handled in regular order

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Conversation Search and Filters

Find specific conversations using the available filters and search bar:
  • Text Search: Find conversations containing specific words or phrases within messages or associated lead names.
  • Date Range: Filter by time period (filter implementation may need verification).
  • Environment: View conversations from specific environments.
  • Status: Filter by Active, Resolved, or Archived status.
  • Assigned Team Member: Filter by the team member assigned to the conversation (including unassigned).
  • Priority: Filter by priority level.

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Best Practices

  1. Regular Review: Schedule time to review conversations for quality and insights.
  2. Team Coordination: Establish clear guidelines for assigning conversations and managing statuses/priorities.
  3. User Privacy: Be mindful of sensitive information in conversations.
  4. Learn and Improve: Use conversation insights to improve your agents’ prompts and training.
  5. Response Templates: Create standardized responses for common scenarios handled by team members.

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Next Steps