Conversation logs allow you to review all messages that have been exchanged between an AI agent and end users during automated conversations. From here, you can review details for specific messages and whole conversations as part of your ongoing AI agent monitoring and analysis.

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The functionality described in this article is being rolled out to all Suite and Support plans from May 11 through June 12, 2026. You may not see this functionality in your account yet. See this announcement for details.

Conversation logs allow you to review all messages that have been exchanged between an AI agent and end users during automated conversations. From here, you can review details for specific messages and whole conversations as part of your ongoing AI agent monitoring and analysis.

This article contains the following topics:

  • Viewing the conversation logs for an AI agent
  • Filtering the list of conversations
  • Reviewing details for a whole conversation
  • Reviewing details for a single message
  • Reviewing API integration information

Related articles:

  • Using labels to tag conversation content for AI agents

Viewing the conversation logs for an AI agent

You can view the conversation logs for an AI agent to see the conversations they’ve had with users and drill deeper into specific responses.

To view the conversation logs for an AI agent

  1. In the AI agents workspace, select the AI agent you want to work with.
  2. Click Conversation logs in the sidebar.

    A list of conversations appears for the default time frame (the past 7 days). If you don’t see any conversations, adjust the time frame.

  3. (For messaging AI agents only) Toggle the Status / Custom resolutions setting at the bottom to switch between showing either the conversation status or custom resolution values.

    For an explanation of the values, see the table in the next section.

Filtering the list of conversations

You can filter the list of conversations by time frame or other filters, such as language, status, labels, and more.

To filter the list of conversations by time frame

Note: The time frame filter uses UTC (Coordinated Universal Time), even though conversations in the conversation logs show timestamps in the user's browser's time zone.
  1. In the AI agents workspace, select the AI agent you want to work with.
  2. Click Conversation logs in the sidebar.
  3. In the upper-right corner, click Time frame.
  4. Using one of the following methods, select the dates you want to view conversations for:
    • On the right, select one of the predefined time frames: Today, Yesterday, Last 7 days, Last 30 days, This month, Last month
    • Select specific beginning and end dates on the calendar.

To filter the list of conversations by other filters

  1. In the AI agents workspace, select the AI agent you want to work with.
  2. Click Conversation logs in the sidebar.
  3. In the upper-left corner, click Add filter.

  4. Select and configure one or more of the following filters:
    Filter Configuration details
    Message text In the Message text field, enter a specific word or phrase you want to search for within the conversations.
    Language Select the languages you want to see conversations for.
    Conversation source Select one or more of the following options:
    • AI agent: Conversations between the AI agent and end users.
    • Testing: Conversations created through the test widget.
    • Imported: Conversations imported from a different system.
    Conversation type

    Select one or more of the following options:

    • Conversations with messages not understood: Conversations with at least one message that was not understood below the threshold.

    • Actions applied: Conversations with applied actions.

    • Conversations with interrupted dialogues: Conversations where customers interrupted the conversation (for example, by triggering another use case or loops).

    • Conversations with drop-offs: Conversations where users left before completing a dialogue.

    • Hide in-progress sessions: Hide conversations with sessions still within their duration threshold.

    • Show only automated resolution conversations: Show only AI agent-handled conversations that have passed verification.

    • Hide automated resolution conversations: Hide all conversations that have passed verification.

    • Conversations with knowledge answers: Conversations in which the AI agent responded with a generated knowledge source–based answer. This excludes generative replies.

    • Conversations without knowledge answers: Conversations in which none of the AI agent messages were created with a generated knowledge source–based answer. This excludes generative replies.

    • Conversations with procedures used: Conversations in which the AI agent responded with a generated message based on a procedure at least once.

    • Conversations without procedures used: Conversations in which the AI agent has not responded with a generated message based on a procedure.
    Conversation status

    Select one or more of the following statuses.

    For messaging AI agents:

    • Agent escalation: The conversation was successfully transferred to a human agent.

    • AI agent handled: The conversation had a meaningful intent, did not attempt escalation, and ended without the AI agent misunderstanding a message.

    • Email escalation: The conversation was successfully emailed to the support team.

    • Escalation failed: The conversation had an unsuccessful escalation attempt.

    • No status

    For email AI agents:

    • Not understood: The last message was not understood, and no actions or replies were triggered.
    • Recognized intent: The last message was understood, and no actions or replies were triggered.
    • Processed: Actions were taken, but no reply was sent or the reply was empty.
    • Answered: The last message was understood, and one of the following is true: The AI agent sent a reply, or the AI agent triggered a macro that added a public comment to a ticket.
    • Escalated: A reply was sent by the AI agent and a human agent.
    • No status
    BSAT

    Select one or more of the last BSAT rating responses, or select Not now.
    Custom resolutions

    Select one or more of the following custom resolution states:

    • Resolved: A meaningful custom resolution was provided, and there are no further questions.
    • Informed: Instructions or guidance was provided.
    • Escalated to agent: The conversation was successfully transferred to a human agent.
    • Escalated via email: The conversation was successfully converted into an email ticket for the support team.
    • Unresolved: The AI agent didn’t answer or resolve the issue.
    • Escalation failed: The conversation wasn’t escalated successfully because no agent was available, or there was a technical error.
    • Undefined: No custom resolution is associated with the conversation.
    Labels Select whether you want to see conversations with Any of the selected labels, All of the selected labels, or None of the selected labels, then select specific labels. See Using labels to tag conversation content for AI agents.
    Intents Select a specific use case. See Creating use cases for AI agents to identify what customers are asking about.

    This filter applies only to use cases that were detected during a conversation, not use cases that were linked to from other replies.
    Segments Select whether you want to see conversations with Any of the selected segments, All of the selected segments, or None of the selected segments, then select specific segments. See Creating segments to target specific customer groups in AI agent conversations.
    Duration Select an operator and a number of seconds to determine the duration of the conversations you want to see.
    Platform conversation ID In the Platform conversation ID field, enter an ID from your CRM to see a specific conversation. This is useful when comparing logs between your CRM and your AI agent.
    Generative replies

    Select one or more of the following options:

    • Generative replies used

    • Generative replies not used

    • Feedback shared

    • Feedback not shared
    Generative replies status

    Select one or more of the following options:

    • Response generated

    • Not understood

    • Escalation needed

    • An error occurred
  5. Click Apply.

Reviewing details for a whole conversation

You can review the details for a conversation to get more information about the overall interaction between the user and the AI agent.

To review details for a whole conversation

  1. In the AI agents workspace, select the AI agent you want to work with.
  2. Click Conversation logs in the sidebar.
  3. Click the conversation you want to view.

    The conversation appears on the right half of the page, and includes any messages sent as well as any actions or events that were applied.

  4. In the upper-right corner, click Details.
  5. Review the following details in the Conversation overview pane:
    • Date and time: The date and time the conversation took place.
    • Duration: How long the conversation lasted.
    • Test conversation: Whether the conversation was a test (as determined by whether it was created using the Test AI agent, Test dialogue, or Test branch options).
    • Labels: Which labels were added to the conversation. You can add additional labels by clicking Add.
    • Platform conversation ID: A unique identifier for the conversation in the CRM your AI agent is integrated with. This is used for finding the same conversation in your CRM.
    • Status: The final status of the conversation. Possible values include:
      • Unassisted: The conversation triggered only small talk or system replies, with the exception of a successful Generative replies / uGPT reply. The AI agent performed no automation except for AI agent-level actions that are triggered for all conversations.
      • Assisted escalation: The conversation was escalated to a human agent.
      • Automated resolution: The conversation included at least one identified use case (other than a system reply) and a response was provided, or else a sufficient knowledge answer was provided by agentic reasoning or the Generative replies / uGPT reply.
      • Resolution tier: Which resolution tier the conversation falls into.
  6. Click any of the following sections to expand them and view more details:
    • Conversation resolution: Shows the following information:
      • Status: The final status of the conversation.
      • Verified resolutions: Whether the conversation falls into the Verified resolution tier, including an AI-generated explanation of why.
      • Calculated on: The date and time the automated resolution decision was made.
      • Resources used: Which resources the AI agent used to respond to the customer during the conversation. Possible values include:
        • Knowledge replies: AI-generated answers based on connected knowledge sources.
        • Dialogues: Responses or actions executed as part of a dialogue.
        • Procedures: Responses or actions executed as part of a generative procedure.
      • Resolution tier: Which resolution tier the conversation falls into.
    • Segment matches: Shows which segments applied to the conversation. You can click a segment name to be taken directly to its configuration to view or edit it.
    • Session parameters: Shows the actions and events that occurred throughout the conversation, the active language set, and the last detected language.

Reviewing details for a single message

You can review the details for a single message within a conversation to get more information about why the message was generated (in the case of an AI agent message) or how the AI agent interpreted the message (in the case of a user message).

To review details for a single message

  1. In the AI agents workspace, select the AI agent you want to work with.
  2. Click Conversation logs in the sidebar.
  3. Click the conversation you want to view.

    The conversation appears on the right half of the page, and includes any messages sent as well as any actions or events that were applied.

  4. Hover over the message you want to see more information about and click the View details icon () that appears.

    The icon appears to the left of AI agent messages and to the right of user messages.

  5. Review the message details that appear in the pane on the right.
    • For user messages, the pane is called Message overview and shows the following information:
      • Message: The exact text of the user’s message.
      • Presumed use case: (Appears only for zero-training and agentic AI agents.) The use case that best fits the conversation. An AI-generated explanation describes why the use case was selected.

    • For AI agent messages associated with a dialogue, the pane is called Reply overview and shows the following details:
      • Details
        • Used reply: Dialogue the message came from.
        • Reply type: Type of reply.
        • Intent: Use case the dialogue is associated with.
      • Edit reply
        • Edit dialogue: Opens the dialogue builder for the dialogue that the message came from.

    • For AI agent messages associated with a generative procedure, the pane is called AI agent message overview and shows the following details:
      • Details
        • Use case: Which use case the generative procedure is associated with.
        • Plan: The AI agent’s reasoning in determining how to resolve the user’s issue.
        • Procedure step: Click to view the specific step within a generative procedure that produced the message.
        • Response before customization: The response text that the AI agent generated before the AI agent persona or any instructions were applied.
      • Active instructions: Any instructions you’ve created that are currently active. These instructions affect the AI agent’s ultimate response to the user.
      • Personalization
        • AI agent name: Name of the AI agent.
        • Company name: Name of your company.
        • Tone: Tone of voice you selected for the AI agent.
        • Answer length: Answer length you selected for the AI agent.

Reviewing API integration information

You can review information about API requests that take place during conversations between your AI agent and customers. This information includes when the calls were made and details of the calls, including request and session parameters, the response, any errors, and more. This information can be especially useful for troubleshooting.

Note: Legacy API integrations don’t appear in conversation logs.

To review API request information

  1. In the AI agents workspace, select the AI agent you want to work with.
  2. Click Conversation logs in the sidebar.
  3. Click the conversation you want to view.

    Look for entries in the conversation labeled Integration triggered or Integration parameter requested.

  4. Click an integration entry to see the specific API request or requests.

  5. Click an API request to open the Integration details panel.

    Here, you can review the following details about the API request:
    • Date and time: The timestamp of when the API request was triggered during the conversation.
    • Source: The name of the dialogue that triggered the API request. You can click the name to open the dialogue in the dialogue builder.
    • API integration: The name of the integration.
    • Scenario: Which scenario (success, failure, fallback, or custom) was triggered as part of the API integration block in the dialogue.
    • Request parameters: Any request parameters (inputs) that were configured for the API request. Errors due to missing required values or data type mismatches are highlighted in red.
    • Session parameters: Any session parameters (outputs) that were configured for the API request.
    • API error: (Appears only if an error occurred.) Details about the error.
  6. (Optional) Click View integration to open the integration in the integration builder.
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