The Conversations tab lists the conversations that started in a date range and, when you select one, what was said. Use it to see where an agent works well and where it loses people.
The tab is shown in Analyze to people with builder.analytics:read. Reading the list and the transcripts also needs builder.conversations:read. Without it the tab shows Couldn't load conversations. Open it from Agent Builder → Agents → the agent's name (or Edit flow) → Analyze.
Find a conversation
The list is newest first and uses the date range at the top of the page. It holds conversations that started in the range. One that started earlier but is still active is not included. Narrow it with:
- Status chips — All, Handed over, Resolved, Open or Abandoned. One at a time.
- Channel — All channels, Web chat, WhatsApp, Telegram, Instagram, Facebook or Email.
- Search conversations — type a name or phone number. It searches names, phone numbers and visitor ids. It does not search message text.
Each row shows who it was (a name, or Visitor # and an id), when it started, its outcome and a Handed over mark where the agent passed it to a person. A badge shows when the conversation began from a Satisfaction survey, a Campaign or Inbox automation. Select Load more to see older ones.
If nothing matches, the list says No conversations in this range; widen the dates or clear the filters.
Read the transcript
Select a conversation. The transcript shows messages oldest first with the sender labelled Bot or, for a person, the human agent's name (Agent only when the name is not known). A divider reading Handed over to an agent shows where a person took over. Options a bot offered appear as chips under its message. Select Load more messages for long chats.
The Contact details side panel needs permission to view contacts (contacts:read).
On a narrow screen the list and the transcript stack, and Back to conversations returns you to the list.
The selected conversation is kept in the page address, so you can copy the link to share it with a teammate who has the same access, and it survives a reload.
Open it in the Inbox
If the conversation became a ticket and you can read conversations in the Inbox (liveagent.conversations:read), Open in Inbox takes you to it. Without a ticket, or without that access, the button is not shown.
Use it well
On Flow or Outcomes, spot a step with high drop-off or a high handover rate.
Come here and filter by Handed over or Abandoned.
Read a few transcripts to see what customers asked.
Improve the flow or add knowledge, then publish.
Transcripts are personal data
Conversations can contain customer details. Reading them needs builder.conversations:read on top of builder.analytics:read, which opens the aggregate tabs. Give the extra grant only to people who need to read what customers wrote.