Appearance
Viewing Conversation Records
Every closed chat your assistant has with a visitor is saved so you can read the full transcript later. This article shows you how to browse those records and open any conversation.
Before you start
- You need an assistant that has been live long enough to have chatted with visitors. Only closed conversations appear here.
Open the Conversations view
- Open the assistant whose chats you want to review in the builder. Verifyfrom your dashboard, click the assistant to open it in the Chat Builder
- In the top navigation bar, click Conversations.
Screenshotthe Chat Builder top navigation with the "Conversations" tab selected
You'll see a two-pane layout: a scrollable list of conversations on the left, and the selected conversation's transcript on the right. The most recent conversation opens automatically.
Find the conversation you want
Use the toolbar at the top of the page to narrow the list:
- Date range — the list shows the last 30 days by default. Click the date picker to choose a different range. Verifydate range picker
- Search — type in the Search messages… box and press Enter to find conversations containing specific words. Clear the box to see everything again.
The header shows how many conversations match. Each row in the list shows a short preview of the chat, when it happened, and how many messages it contains. A small badge appears when a visitor returned across multiple sessions.
Screenshotthe Conversations list pane showing several conversation rows with previews and message counts
If no conversations show up, you can click Expand to last 90 days to widen the date range, or Clear all filters to remove your search term.
Read a transcript
Click any conversation in the list to open its full transcript on the right.
At the top of the transcript you'll see a summary: when the chat started, how long it lasted, the number of messages, why the chat ended (shown as Closed: followed by the reason), and — if the visitor left a rating or comment — a Visitor feedback note.
You can switch how the transcript is displayed using the style toggle:
- Bubbles — a chat-style layout.
- Timeline — messages along a time-ordered thread.
- Log — a plain, compact list.
Most messages in a transcript come from either the Visitor or the Assistant. You may also see two other kinds of entries mixed in:
- Tool call — a note showing that the assistant looked something up or performed an action behind the scenes (for example, checking your product catalog) while answering.
- System — a background note about the conversation itself.
Depending on the style you've chosen, these appear as small labelled badges (Bubbles), as their own rows on the thread (Timeline), or as compact tagged lines (Log). They're there to give you the full picture of what happened during the chat.
For visitors who came back over several sessions, dividers mark where each new session begins and how much time passed in between.
Screenshotan open transcript showing the summary header and the Bubbles/Timeline/Log style toggle
A note on redacted content
To protect visitor privacy, sensitive details such as email addresses and phone numbers are replaced with labels like [EMAIL] and [PHONE] whenever a conversation is shown to you — in the previews in the list as well as in the full transcript. Messages themselves are stored as they were written, so this redaction happens on the way out of the conversation store rather than before anything is saved. If a conversation contains a lot of this redacted content, you'll see a short notice at the top of the transcript letting you know.
Save conversations as a file
To download the conversations you're currently viewing, click the export button in the toolbar. VerifyExport CSV button A confirmation appears summarizing what will be exported — it includes every conversation currently matching your filters, one row each. Click Export to download the file.
Screenshotthe export confirmation popover showing "All filtered conversations" and the row count