Activity & chat logs
Read every real conversation your agent has had. Filter chat logs by date, channel, feedback, confidence, sentiment, and topic; inspect the full transcript with citations and confidence; turn weak answers into better data; and export logs as CSV or JSON.
View as MarkdownWhere Analytics gives you the numbers, Activity & chat logs gives you the source material: every real conversation your agent has had. This is where you discover what customers actually ask, catch wrong answers, and find the exact gaps to fix.
Read your chat logs weekly. The questions customers actually ask — and the answers the agent actually gave — reveal more than any amount of guessing about what to add to your knowledge base.
What's in a log entry
Each conversation in the list shows an at-a-glance summary, and opening it reveals the full transcript. Per conversation you get:
- Preview — the opening customer message, so you can scan the list quickly.
- Channel and status — where it happened (widget, email, WhatsApp…) and whether the bot handled it, escalated, or resolved.
- Message count — how many turns the conversation took.
- Feedback — thumbs-up and thumbs-down counts on the agent's answers.
- Confidence — a score (high / medium / low) reflecting how well-grounded the answers were, based on the citations and stored per-answer scores.
- Sentiment and topic — the conversation's classified mood and subject.
Filtering logs
The log list supports a rich set of filters so you can zero in on the conversations that matter. Combine them freely.
| Filter | Use it to find |
|---|---|
| Date (from / to) | Conversations in a specific window — e.g. since a policy change. |
| Source (channel) | Conversations from one channel, like only the website widget or only email. |
| Feedback | Answers rated positive, negative, or with no rating. |
| Confidence | High-, medium-, or low-confidence conversations — low confidence flags likely gaps. |
| Sentiment | Positive, neutral, or negative conversations. |
| Topic | All conversations about a given subject, like returns or shipping. |
| Search | Free-text search across the conversation content. |
Filter to low confidence or thumbs-down. Those conversations are almost always a missing or unclear source — read a few, find the pattern, and add a Q&A pair.
Inspecting a conversation
Open any conversation to read the full transcript turn by turn, with the agent's citations visible. This shows you not just what the agent said but what it answered from — the same grounding you see in the playground, now for real traffic.
Turning logs into better data
Chat logs feed directly into improving the agent:
- Suggestions on the Data sources tab automatically surface knowledge gaps drawn from these conversations — low-confidence answers and thumbs-down replies, each with the original question.
- Improve answer lets you correct a weak reply and pin it as a high-priority Q&A pair so it's retrieved first next time.
See Data sources for both workflows in detail.
Exporting logs
You can export an agent's chat logs as CSV or JSON for offline analysis, reporting, or feeding into other tools. The export respects the agent scope and includes the conversation data behind the dashboard view.
CSV is convenient for spreadsheets and quick pivot tables; JSON preserves the full structured conversation data for programmatic analysis.
Managing conversations
From a conversation you can hand it off to a human — escalating it into your Help Desk as a ticket. And from the agent's danger zone you can wipe all conversations and messages if you need a clean slate (for example, after testing).
Deleting an agent's conversations removes them and their messages for good, and the data won't appear in analytics or exports afterward. Export first if you might need the history.