Conversations Overview

The Conversations section allows you to view, manage, and analyze all chats between your AI agents and customers.

Accessing conversations

Click Conversations in the sidebar to see the complete list.

Conversation sources

Conversations can come from two channels:

• WhatsApp - Chats received via WhatsApp Business
• Widget - Chats from the widget installed on your website

Interface

Conversation list

• Sorted by date (most recent first)
• Preview of the last message
• Source indicator (WhatsApp/Widget)
• Current conversation status
• Assigned tags

Conversation detail

Clicking on a conversation shows:

• Complete message history
• Contact information
• Associated tags and notes
• AI-generated summary
• Conversation quality score

Conversation statuses

Each conversation has a status indicating its phase in the process:

| Status | Description | |--------|-------------| | In Progress | Active conversation with recent exchange | | Opportunity | Interested potential customer | | Potential Customer | Qualified lead to follow up | | Quote Request | Customer who requested a quote | | Follow-up | To be contacted again for updates | | Contacted | Customer already contacted | | Waiting Response | Waiting for customer response | | Info Only | Informational request only | | Not Interested | Customer not interested | | Spam | Spam or irrelevant message |

Available actions

• View - Open full detail
• Add note - Insert internal notes for the team
• Add tag - Categorize the conversation
• Change status - Update status manually

Search

Use the search bar to find specific conversations by:

• Conversation name or title
• Message content
• Phone number (WhatsApp)

AI Review

Each conversation is automatically analyzed by AI which generates:

• Summary - Conversation recap
• Quality score - Agent response rating (0-100)
• Review timestamp - Analysis date and time