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Conversations is where you read what actually happened. It replaced the separate Chats and Leads pages; both old links now land here.

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Two tabs

  • All — every conversation
  • Leads — only conversations where contact details were captured

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Filtering

Filter pills across the top: Deflected and Abandoned are available inside the Filters panel rather than as pills — they usually need no action. The Filters panel also has:
  • Date range — From and To
  • Agents — narrow to specific agents
Plus a free-text search across conversations.
Every filter lives in the page URL. A filtered view survives a refresh and can be pasted to a colleague — they will see exactly what you see.

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The table

Six columns: Customer, Last message, Channel, Outcome, Rating and Date. Page size is adjustable. Outcome pills always carry their name as text, never colour alone, so they stay readable for colour-blind users.

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Reading a conversation

Click any row to open it. The transcript is on the left, details on the right.

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Conversation details

Status, channel, agent, message count, and the customer’s Rating out of 5 where they left one.

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Lead details

When contact details were captured, a Lead block appears with what was collected, and a status you can set:
  • New
  • Contacted
  • Converted
  • Lost
Status changes save immediately — this is a working CRM view, not a read-only record.

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Exporting

The Export button in the panel header downloads a single conversation:
  • As CSV — for a spreadsheet or CRM import
  • As TXT — the plain transcript

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Channels

The Channel column says where a conversation came from:
Older conversations show as API because they predate channel reporting, not because they came through the API. New conversations label themselves correctly.

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How long conversations are kept

Export anything you need to keep beyond your plan’s window.