> ## Documentation Index
> Fetch the complete documentation index at: https://docs.agntlabs.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Conversations

> Every conversation your agents have had — transcripts, outcomes and leads in one place.

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

## Two tabs

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

## Filtering

Filter pills across the top:

| Pill          | Shows                                            |
| ------------- | ------------------------------------------------ |
| **Open**      | Still in progress                                |
| **Gap**       | An on-topic question your agent could not answer |
| **Escalated** | Handed off to a person                           |
| **Resolved**  | The customer got what they came for              |

**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.

<Tip>
  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.
</Tip>

## 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.

## Reading a conversation

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

### Conversation details

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

### 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.

## 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

## Channels

The Channel column says where a conversation came from:

| Label        | Source                                                                        |
| ------------ | ----------------------------------------------------------------------------- |
| **Web**      | Your website widget                                                           |
| **Slack**    | Your Slack workspace                                                          |
| **WhatsApp** | WhatsApp Business                                                             |
| **Preview**  | The test chat on Your Agents                                                  |
| **API**      | Direct API calls — and any conversation from before channel reporting shipped |

<Note>
  Older conversations show as **API** because they predate channel reporting, not because they came through the API. New conversations label themselves correctly.
</Note>

## How long conversations are kept

| Plan    | Retention |
| ------- | --------- |
| Free    | 30 days   |
| Starter | 30 days   |
| Pro     | 90 days   |
| Elite   | 180 days  |

<Tip>Export anything you need to keep beyond your plan's window.</Tip>