What Are Conversations?
Conversations are text-based chat sessions between users and your AI assistants through web widgets and test interfaces.Conversation Sources
Conversations are created through:Web Widget Interactions
When website visitors use your embedded web widget in chat or voice & chat mode, each session creates a conversation record. Includes:- All messages exchanged
- Variables collected from pre-chat forms
- Variables extracted during conversation
- Total cost and token usage
- Session timestamps
Test Chat Sessions
When you test your assistant using the Test Chat interface, each test session creates a conversation record marked as “Test.” Useful for:- Reviewing test sessions
- Debugging conversation flow
- Analyzing assistant responses
- Validating variable collection
Conversation Types
Test Conversations- Created from Test Chat interface
- Marked with orange “Test” badge
- Used for development and testing
- Created from website widget
- Marked with purple “Web widget” badge
- Real customer interactions
Why Track Conversations?
- Review customer interactions and improve assistant responses
- Monitor assistant performance and conversation quality
- Track costs, token usage, and engagement metrics
- Debug conversation flow and validate variable collection
Conversation Data
Each conversation includes:- Message history with timestamps
- Variables collected from pre-chat forms
- Cost and token usage metrics
- Conversation type (Test or Web Widget)
Accessing Conversations
Navigate to the Conversations (chat) page from your dashboard to view all conversation records. The navigation badge shows your total conversation count, helping you track activity at a glance.Conversations are tracked separately from phone calls. Phone calls are tracked in the Calls page, while conversations (text-based chat) are tracked here.
Next Steps
- Learn how to view and manage conversations
- Set up a web widget to start collecting conversations
- Use test chat to create test conversations