History

The History screen (/history) lists conversations for the bots, markets, channels and dates you filter, and shows each one message by message. Use it to check how the bot answered and to find answers that need work.

What you can do here

Filter conversations and click one in the list to read it.
Click a customer message, an API call, an AI action or an event to see its detail on the right.
Step through requests and conversations with the navigation bar under the conversation.
Open the answer or event that produced a reply.

The screen has no export. To download numbers, use the Analytics screen.

Find a conversation

Click the funnel icon in the top bar.
Choose a filter: Virtual Assistants, Markets, Date from, Date to, Request Outcome, Assistance Resolution, Channels or Answer.
Click Filter Results. Reset Filters clears them.
Pick a conversation in the left list. More conversations load as you scroll down.

If nothing matches, the screen says “No conversations match your selected filters.” If the list is empty for the chosen dates, it says “No conversations found in the specified date range.”

Read a conversation

Each entry in the list shows coloured outcome markers, the date and time of the last request, the first request text, the contact ID and a bot label.

In the middle column you see the messages. Customer messages and bot replies appear as bubbles. Hover a bubble to see when it was sent. If a reply used a variable, the tooltip also shows the interpolation key. A customer message can show a link icon that copies the browser URL the customer was on. Button and quick reply clicks are marked “Button clicked” or “Quick reply clicked”.

Tick Show debug steps at the top to include the bot’s internal steps in the conversation.

Between messages you may see small arrows showing how an answer ended. Hover for the meaning: “Find Answer”, “Call operator” or “Continue to Answer: name”. When the next answer is known, the arrow links to it.

Bot replies can carry two markers. A thumbs up or down means the customer voted positively or negatively for the answer. A red “!” badge means buttons were not rendered. It names each button, its original payload, the value it resolved to and the reason.

The bar at the bottom has four buttons: previous conversation, previous request, next request and next conversation. Between them, one marker per request in the current conversation shows its outcome. Click a marker to jump to that request. A button is disabled with the tooltip “No more history left” when there is nothing further in that direction.

The detail panel

What the right panel shows depends on what you click.

Customer request: Subject (for emails), Request (the customer’s first message) and Answer (the answer that handled it, as a link to the editor).
API call: the request that was sent and the response that came back.
AI action: tabs for General, Prompt and API. A failed turn shows only API. A “FALLBACK” notice means nothing was found in the custom knowledge base, so the “General” knowledge type was used. A failed action shows “The GPT action failed:” followed by the error.
Event: Event name, Event description and an Edit event button.

Fields

Field	What it does
Virtual Assistants	Which bots’ conversations to list.
Markets	Which markets to include. Shown when your bots have markets.
Date from / Date to	The period to list.
Request Outcome	Only conversations with the chosen request outcomes. See the labels on the Analytics page.
Assistance Resolution	Only conversations with the chosen kind of assistance, for example served by bot or by operator.
Channels	Which channels to include.
Answer	Only conversations where the chosen answer was used.
Show debug steps	Adds the bot’s internal steps to the conversation view.
Edit event	Opens the event in the editor.
API tab sections	Message history, Response body, Intent labels, Citations, Proposed filters and Applied filters for an AI action.