Viewing a Chat
Read full conversation transcripts, review user info, and explore AI-generated insights.
When you click on a chat in the sidebar, the full conversation opens in the main panel. This view gives you the complete picture of what happened during that interaction.
The Conversation Transcript
The center of the screen shows every message in the conversation, displayed exactly as the user and your companion exchanged them. User messages appear on one side, and your companion's responses on the other - just like a real chat interface.
You can scroll through the entire conversation from start to finish to understand the flow and context.
If the conversation happened by voice, a recording player appears above the transcript with the session's audio clips, live transcode status while a recording finishes processing, and a Retry button if a clip fails to process.
The Metadata Card
On the right side of the screen (or behind a toggle button on mobile), you will find the Chat Info card. This card is packed with useful details about the conversation.
User Information
If the user was logged in, you will see their:
- Profile picture and display name
- Email address
Chat Details
A quick summary of the conversation metrics:
- Session ID - the chat's unique identifier, with a copy button next to it for pasting into support tickets or logs.
- Title - the same name shown in the chat list. Click the pencil icon next to it to rename the chat inline, right from the metadata card - a separate control from the rename option on the chat list (see Browsing Chats), but it edits the same title and is capped at 100 characters.
- Start time - when the chat began
- End time - when the chat ended
- Duration - how long the conversation lasted
- Credits consumed - how many credits this conversation used
- Rating - the star rating the user gave (if any)
- Feedback - any written feedback the user left
- Language - the language the customer wrote in, detected during analysis
AI Insights
This section provides an AI-generated analysis of the conversation. If insights are not yet available, you can click Analyze Now to generate them on the spot.
If the session was empty - the customer never wrote anything - this entire section is hidden from the metadata card, since there is nothing to review.
Once analyzed, you will see:
- Intent - what the user was trying to accomplish (e.g., "information seeking", "troubleshooting")
- Sentiment - the user's overall mood during the conversation (positive, neutral, negative, or mixed), shown with a color-coded icon
- Resolution - Resolved by default, or Unresolved when the customer asked something specific inside this companion's domain and did not get an answer. Leaving part-way, small talk, and correctly declined out-of-scope requests are resolved
- Topics - key topics that came up during the conversation, displayed as tags (up to five, with a count if there are more)
- Summary, Goal, and Outcome - a short AI-written summary of the conversation, what the user was trying to achieve, and how it ended
- Quality Dimensions - a breakdown of how well the companion performed on the same dimensions covered in Response Quality
- Buying Intent - for sales-relevant conversations, a signal of how close the user seemed to a purchase decision
- Friction - any friction signals detected during the conversation, if applicable
- Failure reason - if the conversation was unresolved, a note explaining what went wrong, with a severity level and a quoted excerpt as evidence
- Product Insights - under Recommended Actions, a set of product-related observations surfaced from the conversation. Each one shows a type badge (e.g., "feature request", "bug report"), a description of the insight, and a quoted excerpt from the transcript as supporting evidence.
- Product Signals - the OEM-facing read on the conversation, and the same material that gets clustered into the Insights tab:
- Product areas - which part of the product the conversation was about, each tagged with the kind of question asked about it
- What they asked - the customer's actual questions in their own words, with the English version beneath when they wrote in another language. A green dot means answered and a red dot a genuine miss; grey marks questions that don't count against the companion - out of scope, or about the chat rather than the product (a voice check, a language request, asking for support)
- Feedback themes - what the customer's written feedback was about, tagged says the answer was wrong when it disputes an answer
- Knowledge gaps - specific in-domain product questions the companion did not answer, and answers the customer's feedback said were wrong, each with a severity and a note on what was missing
- Friction, Improvements asked for and Purchase interest - each shown with the customer's own words it came from
This section only appears when the conversation produced at least one of those signals.
Session Info
Technical details about the user's session, including:
- Location - city and country
- Timezone - the user's local timezone
- IP address - the user's IP
- Device type - desktop, mobile, or tablet
- Operating system - e.g., macOS, Windows, Android
- Browser - e.g., Chrome, Safari, Firefox
Mobile View
On smaller screens, the metadata card is hidden by default. Tap the Chat Info button at the bottom-right corner to slide it into view, and tap again to hide it.
Unavailable Chats
If a chat has been deleted or cannot be found, you will see a friendly "Chat Unavailable" message with a Retry button in case it was a temporary loading issue.
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