Conversations

Overview

The Conversations page lets you browse, inspect, and search through all bot-user interactions.

• On the left: a list of conversations, ordered from most recent to oldest (within your selected time frame).
• On the right: the full message history for the selected conversation.

By default, the list shows conversations from the last 48 hours. Use the filters to adjust the date range.

Key Information Displayed

• User Name
  Shown when available from authenticated channels (Messenger). Otherwise, users are labeled as Anonymous User.

• User Channel
  Displayed via icon

  • Web Widget

  • WhatsApp

  • Facebook Messenger

• Agent Handover
  If a human agent joins, a tag appears.

• Bot-Initiated Conversation
  Conversations started via push messages (WhatsApp) are marked with a green speaker icon.

• Issues Created
  A tag appears when a message is flagged for follow-up.

• Conversation Score
  A quality score (1–10) calculated from message context (e.g., quick replies score higher than out-of-scope replies).

• Message Count & Date
  Total number of exchanged messages and date of first user message.

Filtering Conversations

Filters let you drill into conversations by:

🔍 User Channel Configuration

• Platform: e.g., Messenger, Widget
• Bot Channel: useful for widgets across multiple pages
• Language

⏱️ Conversation

• Date Range
• Conversation Score
• Agent Handover (yes / no)
• Initiation (user- or bot-initiated)

🤖 Bot Architecture

You can’t filter on deleted use cases, intents, or actions.

🔠 User Name Search

Use the search bar above the filters to search by user name (when available).

Conversation Details View

On the right-hand panel, you can see all message exchanges:

• User Messages (left side)
  Includes quick replies and typed inputs.
• Bot Replies & Pushes (right side)
  Scheduler and WhatsApp pushes are shown.
• Agent Messages
  If handover occurred, the agent’s messages are visible.
• Clicked Links
  Links clicked by the user are highlighted — a good signal of effectiveness.

Actions on Messages

Hover over a bot message to access quick tools:

• Copy Direct Link – get a direct URL to that message.
• Create an Issue – flag messages that need follow-up or revision.

Once created, issues are marked in the conversation list and linked directly.

Trace (Bot Managers Only)

This feature is only available to Bot Managers. Contact your ViaSay account manager for access.

Click Trace to view technical logs behind a message — ideal for debugging and understanding flow behavior.