Conversations
Review past conversation history between users and applications in your NLX workspace
What's Conversations?
Conversations under the Analyze section of your workspace provides historical information on conversation sessions that have taken place with your deployed applications.
Viewing conversation history allows you to troubleshoot unique or common issues, pinpoint where one or more flows could be more efficient, where users might be losing interest, or where additional automations are needed.
To access, click Conversations in your workspace menu:
Conversation history filters
The following are all available conversation history filters you can use to narrow results:
Application: Filter by available applications in your workspace
Flow: Filter by available flows in your workspace
Region: Filter by Global region or European Union
Language: Filter by all available languages; workspace languages that have been selected for resources are ordered first in the list
Start/End time: Enter calendar date and time to filter conversation results within this window
User/Conversation ID: Filter by a specific user ID or conversation ID
Search: Filter by user utterances logged in the Flow message column. Results will include all conversations containing your search keyword(s)
Channel: Filter by all possible communication channels
User engagement
Engaged only: Filter by conversations that recorded at least one response from the user
Unengaged only: Filter by conversations that did not record any responses from the user
Tags: Filter by any tags in the workspace; you may select more than one to filter by
View conversations
To view the results of conversation histories, select Conversations in your workspace menu.
You may apply filters to the Main default tab or create new tabs and define a preset of filters. You may also adjust any filters to existing tabs to automatically refine results (does not save the filter for future visits unless in edit mode with the tab).
Each row of the results table represents a unique conversation session:
Date: Day and time a conversation session started
Application: The conversational AI application the user engaged with
Channel: The communication channel used for the conversation
Duration: Length of the conversation session
Flow message: The initial user utterance submitted in a conversation (N/A indicates unengaged user)
Tags: Displays nodes that have been visited by the user with Analytics tags applied
NLP score: Confidence level of the NLP in routing users to a flow
Average response time: Length of time for the conversational AI to reply to the user
Flow: All flows invoked during the conversation
To view more details from a specific conversation, select any row from the results table:
The Conversation details pop-out menu provides advanced info, including Conversation ID, User ID, and a full transcript of messages between your conversational AI and a user.
Copy icons for conversation and user IDs are also provided, making it easy to copy and paste these values into the Conversations filter fields or when viewing Canvas analytics.
Add a conversation history tab
To add a tab with predefined filters to your workspace's conversation history dashboard:
Navigate to Conversations in workspace menu > click + Add tab
Enter a name for the tab (might reference a channel, specific application, or region, for example)
Select from one or more filter dropdowns to create a preset of parameters for conversations you wish to view
Click Save
For additional edits to existing tabs, select the tab name and click the edit icon that appears.
Delete a conversation history tab
To add a tab with predefined filters to your workspace's conversation history dashboard:
Navigate to Conversations in workspace menu > Click on tab name
Select the Edit tab option
Click Delete tab
Select Confirm delete
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