Conversations topics

Open Chatbot → Conversations → Conversations to review retained customer conversations and their operational state.

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Conversation list

The conversation list shows metadata without dumping message contents into every row. Available context can include:

• visitor display name/identifier;
• widget/channel;
• conversation status;
• message count;
• escalation count;
• topic/category;
• sentiment;
• smart tags; and
• configured visitor telemetry.

Current status filtering includes Open, Bot active, Escalated, and Closed.

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Filters

The current view can filter by:

• Widget
• Status
• Topic
• Sentiment
• Smart tag
• Country
• Device
• Browser
• External entity

These filters are especially useful after enabling Topics and Visitor Data because you can move from an aggregate metric to the actual conversations behind it.

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Conversation detail

Select a conversation to review its retained detail. Depending on the data still within retention, the detail can include:

• visitor information;
• transcript messages;
• message attachment records;
• handoff/escalation attempts and delivery status;
• topic/sentiment/confidence insight;
• smart tags;
• visitor telemetry; and
• attributed external entities.

The admin detail request is bounded. Very long conversations can indicate that not every message was loaded into one browser response.

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Insights

A finalized Chatbot insight can contain:

• category/topic;
• sentiment;
• summary;
• confidence; and
• processing/finalization state.

Topic processing behavior is configured under Chatbot → Topics.

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Escalations and delivery failures

Conversation detail records the handoff/escalation provider and delivery status where applicable. The Conversations workspace also surfaces terminal failures for handoff delivery and deletion jobs so operational failures are not disguised as successful containment.

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Attachments

Messages can reference validated widget attachments while those files remain within retention. Expired/deleted attachment content is not recreated merely because the conversation row still exists.

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External entities

When deterministic entity mappings are enabled, a conversation can be linked to external entities such as an order/account identifier derived from an approved source result or host-signed claim. The classifier cannot invent those links. Entity mappings →

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Export a conversation

Administrators with the required permission can export the selected retained conversation as JSON. Export only what your organization is authorized to handle and protect the downloaded file according to your own data policy.

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Delete a conversation

Deleting a conversation schedules the purge rather than pretending a multi-resource cleanup is instantaneous. The conversation is closed/revoked and the deletion job follows the configured grace period. A legal hold blocks deletion. Retention, deletion & legal hold →

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Failure queue

Terminal handoff/deletion failures can include states such as:

• Failed
• Dead letter
• Cancelled
• Blocked by legal hold

Review these operational failures rather than relying only on aggregate containment/handoff counts.