Daily operations
Conversations
Find a conversation by status, agent, and channel, then inspect the full record.
Open this workspace pageWhat this list contains
Each row shows the summary or understood intent, agent, channel, caller address when available, start time, duration, and conversation status. A Redacted label indicates that sensitive details were redacted in stored text. This screen loads up to 100 conversations matching its filters.
Find a record
- Open Conversations in Operations.
- Choose Any status, Active, Escalated, or Resolved.
- Choose an agent or leave Any agent.
- Choose a channel or leave Any channel. The list updates when a filter changes.
- Read the summary, time, and caller address to identify the intended record.
- Select the row to open Conversation detail.
- If nothing matches, broaden the filters. If there are no records at all, an authorized staff member can start a workspace conversation from an agent.
Conversation states
| State | Meaning |
|---|---|
| Active | The conversation is open. It may still need details, verification, a decision, or staff follow-up. |
| Escalated | The request has reached a staff handoff. Review the handover and destination. |
| Resolved | The conversation was closed. Review individual action states to establish whether external work completed. |