Activity

​

Overview

Activity is the record of what your AI agent actually did. It holds the chat logs of every conversation your users had, the leads they submitted, and the data your AI agent collected, all filterable and exportable.

​

Conversations

The chat logs give you a detailed view of all user interactions with your AI agent, so you can review individual conversations and evaluate its responses. Each log includes user messages, AI agent responses, and any triggered actions, helping you identify issues, optimize responses, and improve the overall user experience.

​

Filters

Conversation filters are organized into three categories to make it easier to find the conversations you’re looking for:

​

Conversation

Filter based on general conversation details:

• Date range: Choose the time period you want to review.
• Channel: Filter by the channel where the conversation took place.
• Conversation state: Filter by the current state of the conversation, such as Ongoing, Ended, Taken over, or Paused.
• User: Filter conversations by a specific user.
• Contains voice sessions: Show only conversations that include voice sessions.

​

Content

Filter based on the content and quality of conversations:

• Topics: Find conversations associated with specific topics.
• Sentiment: Filter based on the detected sentiment of the conversation.
• Feedback: Filter conversations based on the feedback they received.
• Confidence score: Filter based on the AI agent’s confidence score.

​

Activity

Filter based on actions performed during conversations:

• Action used: Find conversations where a specific action was used.
• Action type: Filter by the type of action performed.
• Action result: Filter based on the result of an action.
• Procedure used: Find conversations where a specific procedure was triggered.
• Procedure result: Filter based on the result of a procedure.

​

Revise answer

This feature lets you adjust the AI agent’s response if it wasn’t accurate or satisfactory. When you click Revise Answer, a form appears showing the user’s original question, the AI agent’s response, and a field where you can enter the expected answer. Once the answer is updated, the question and answer are added automatically to the Q&A section of your sources. Matched Q&A: When a response matches a Q&A source, you can click the matched Q&A to open it directly, without searching for it in your sources.

​

Pausing a conversation

You can pause a conversation manually from the chat logs. Open the conversation and use the pause control. While a conversation is paused, the AI agent stops replying to that user until you resume it. This is useful when a user is abusing the AI agent. Manual pausing is supported on these channels:

• Chat bubble, iframe, Center Stage, and Help page
• API
• WhatsApp, Messenger, and Instagram
• Playground, Q&A preview, and Action preview

​

Confidence score

This indicates how confident the AI agent is in its response, based on the sources you’ve trained it on. Review responses with low confidence scores and revise them to improve their accuracy.

​

Exporting conversations

You can export the conversations in the chat logs directly from the dashboard using the Export button. The export can be downloaded as JSON, PDF, or CSV.

​

Automatic conversation ending

Idle conversations are automatically ended after 3 days of inactivity. If a conversation hasn’t received a new message within this period, it is marked as ended automatically. Conversations from these channels are excluded and will not automatically end due to inactivity:

• WhatsApp
• Messenger
• Instagram
• Slack
• Email
• Salesforce
• Zendesk
• Zendesk Messaging
• Phone
• API

​

Search conversations

You can search within conversation text and filter conversations by actions and their results. Search is typo-tolerant, so searching for “refnud” still matches “refund”. Search covers conversations from up to 1 year ago.

​

Leads

This section shows the collected leads along with their submission date. Custom fields configured on the Collect Leads action each get their own column. You can filter leads by date and export them as CSV or PDF. Configure the leads form under Build > Actions by creating a Collect Leads action.

​

Collected data

This section shows the submissions gathered by your Collect Data actions, along with their submission date and an Action column showing which action collected them. Each field configured on a Collect Data action gets its own column. You can filter submissions by date, export them as CSV or PDF, and delete the ones you select.

​

Next steps