What You Can See
- Boards: Visual overview of conversation metrics
- Chat/Voice Logs: Complete conversation history
- Leads: Collected user information
Prerequisites
- An active agent with at least one conversation
Activities Tabs
Boards
Visual dashboards with key metrics
Chat/Voice Logs
Complete conversation transcripts
Leads
Collected contact information
Step-by-Step: View Activities
1
Navigate to Activities
Go to your agent’s Activities tab.
2
Select Date Range
Use the date picker to filter by time period.
3
Choose Tab
Select Boards, Chat/Voice Logs, or Leads.
4
Search (Optional)
Use the search bar to find specific conversations.
Boards Tab
The Boards tab provides visual analytics:- Total conversations
- Messages sent/received
- Average conversation duration
- User satisfaction metrics
- Peak activity times
Chat/Voice Logs Tab
View complete conversation transcripts:Information Displayed
| Field | Description |
|---|---|
| Date/Time | When the conversation occurred |
| Channel | Widget, Slack, Telegram, etc. |
| Duration | Length of conversation |
| Messages | Number of messages exchanged |
| Status | Completed, Ongoing, Handed off |
Viewing a Conversation
1
Find Conversation
Browse or search for the conversation.
2
Click to Open
Click on the conversation row.
3
Review Transcript
View the complete message history.
Conversation Details
Each conversation shows:- Full message transcript
- User information (if collected)
- Actions triggered
- Timestamps for each message
- Channel source
Leads Tab
View and export collected user information.Lead Information
| Field | Description |
|---|---|
| Name | User’s name |
| Email address | |
| Phone | Phone number (if collected) |
| Company | Company name (if collected) |
| Date | When the lead was captured |
| Source | Which conversation/channel |
Exporting Leads
1
Go to Leads Tab
Navigate to the Leads tab.
2
Select Date Range
Filter leads by date if needed.
3
Click Export
Click the Export button.
4
Choose Format
Select CSV or Excel format.
Date Range Filtering
Filter activities by time period:- Today: Current day only
- Yesterday: Previous day
- Last 7 days: Past week
- Last 30 days: Past month
- Custom range: Select specific dates
Date range preferences are saved per agent and persist across sessions.
Search Functionality
Search across conversations by:- User messages
- Agent responses
- User name or email
- Conversation ID
Best Practices
Review conversations regularly
Review conversations regularly
Check chat logs weekly to identify common questions and improve your agent.
Export leads promptly
Export leads promptly
Export and follow up on leads within 24-48 hours for best conversion rates.
Use boards for quick insights
Use boards for quick insights
Start with the Boards tab for a quick overview before diving into details.
Monitor failed conversations
Monitor failed conversations
Look for conversations that ended with human handoff to identify improvement areas.
Troubleshooting
No activities showing
No activities showing
- Ensure the agent has had conversations
- Check the date range filter
- Verify the agent is published and active
Missing conversations
Missing conversations
- Expand the date range
- Check if conversations are on a different channel
- Ensure the agent was active during that period
Export not working
Export not working
- Check your browser’s download settings
- Try a different browser
- Reduce the date range for large exports