The Conversations page shows the conversations your agents handled. Use it to review how individual conversations went: what the customer asked, how the agent responded, and how the conversation was resolved.
You can find Conversations in the menu on the left. To turn these conversations into improvement suggestions, see Optimise.
Finding conversations
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Filter by date, topic, product, channel, language, resolution, customer feedback, agent, or tool. Combine filters to narrow the list down.
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Search for words used in the messages.
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The metric cards at the top summarise the conversations that match your selection.
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Export downloads the current selection.
Reading a conversation
Click a conversation to open it. The messages are on the left. Click a message from HALO to see how the answer was formed: which agents, tools, and knowledge were used.
Besides your customer's messages and the agent's replies, the log also shows messages a human agent sent to the customer, instructions a human agent gave to HALO, and messages sent by other systems.
On the right you find general information about the conversation and analytical insights. Click Edit Resolution to override the resolution HALO determined: set the conversation to resolved or unresolved, and optionally add a reason. More on resolution statuses is on the Analytics page.