Conversations

Review past conversation history between users and applications in your NLX workspace

What's Conversations?

Conversations provides historical information on conversation sessions that have taken place with your deployed application.

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 the Conversations tab on your Voice+ or Custom app type:


Conversation history filters

The following are all available conversation history filters you can use to narrow results:

  • 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

  • Channel: Filter by all possible delivery channels, if more than one is assigned to your application

  • 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

  • Flows: Filter by specific flows

  • Tags: Filter by any tags in the workspace; you may select more than one to filter by

  • Search: Filter by user utterances logged in the Flow message column. Results will include all conversations containing your search keyword(s)

Enterprise-tier filters:

  • Application: Filter by available applications in your workspace, if looking at the Conversations dashboard from your main navigation menu

  • Region: Filter by Global region or European Union

  • User/Conversation ID: Filter by a specific user ID or conversation ID


View conversations

Each row of the results table represents a unique conversation session:

  • First message: The initial user utterance submitted in a conversation (N/A indicates unengaged user)

  • Time: Date a conversation session started

  • Duration: Length of the conversation session

  • Scores: Confidence level of the NLP or AI intelligence used when invoking flows

  • Average response time: Length of time for the conversational AI to reply to the user

  • Flows: All flows invoked during the conversation

Additional columns (enterprise):

  • 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

  • Tags: Displays nodes that have been visited by the user with Analytics tags applied

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 tab (enterprise)

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.

Adjust filters to existing tabs to automatically refine results; however, this does not save the applied filter(s) for future visits unless saving them while in edit mode with the tab.


Delete a conversation tab (enterprise)

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

Last updated