Conversations track text-based chat sessions. Phone calls are tracked separately on the Calls page.
Where conversations come from
Web widget
When a visitor uses your embedded web widget (in chat or voice-and-chat mode), each session creates a conversation record. What’s captured:- All messages exchanged during the session
- Variables collected from pre-chat forms
- Variables extracted by the AI during the conversation
- Total cost and token usage
- Session start and end timestamps
- Complete message history
- Customer phone number
- AI assistant responses
- Cost and usage metrics
- 24-hour messaging window status
WhatsApp conversations follow Meta’s 24-hour messaging window rules. Within this window your AI can send free-form replies. After 24 hours, you must use an approved template to re-engage. Learn more in the WhatsApp documentation.
Test chat
When you test your assistant using the Test Chat interface, each session creates a conversation marked as “Test.” Useful for:- Reviewing how your assistant responds to different inputs
- Debugging conversation flow
- Validating variable collection
- Analysing assistant responses before going live
Conversation types
| Type | Badge | Source |
|---|---|---|
| Test | Orange | Test Chat interface |
| Web widget | Purple | Website embedded widget |
| Green | WhatsApp Business messages |
What each conversation record contains
- Message history with timestamps
- Variables collected (from pre-chat forms or extracted by the AI)
- Cost and token usage metrics
- Conversation type badge
- Customer identifier (phone number for WhatsApp, session ID for web widget)
- Which assistant handled the conversation
Accessing conversations
Navigate to Conversations (chat) in the sidebar to view all conversation records. The navigation badge shows your total conversation count at a glance.Why review conversations?
- Improve your assistant — Identify common questions, incorrect answers, and gaps in knowledge bases.
- Monitor quality — Spot conversations where the AI didn’t meet customer expectations.
- Track costs — Review token usage and cost per conversation.
- Debug flows — Use test conversations to verify new prompts, tools, and variable collection before releasing changes.
Next steps
- View and manage conversations — filter, search, and delete records
- Set up a web widget to start capturing widget conversations
- Connect WhatsApp Business to capture messaging conversations
- Use test chat to create test conversations