Conversations

Overview

The Conversations section gives you a complete record of every interaction your AI agents have had across all channels. Use it to:

• Review transcripts: See exactly what was asked and how your agent responded
• Manage contact data: View and edit lead information directly from the conversation
• Track engagement: AI-scored indicators show how deeply a visitor was engaged
• Monitor your team: CoPilot conversations surface how team members use AI in their day-to-day work
• Follow up: Send email replies or share conversation transcripts with your team

Two Views

Conversations can be opened in two modes depending on what you need to see.

All Conversations

Click Conversations in the main left navigation to open the unified view. This shows every conversation across all of your AI agents in a single list. Use the AI agent type filter to narrow down by channel, and the date range selector to focus on a specific time period.

Agent-scoped view

From the AI Agents page, click the inbox icon on any agent card to open that agent's conversations only. The sidebar header shows the agent's name, and a back link at the top lets you return to All Conversations at any time.

Conversation List

The left sidebar lists all conversations for the current view. Each row shows:

• Avatar: Seeded from the contact's initials. A green dot indicates the visitor is currently online.
• Title: The contact's name if captured, otherwise the first message in the conversation
• Preview: An AI-generated summary when available, or the most recent message
• Timestamp: Time shown as clock time for today, or date for older conversations
• Channel badge: Shown in the unified view only, indicating which AI agent type handled the conversation (Website, WhatsApp, Slack, Facebook, CoPilot, and others)

Search

Type in the search bar to filter conversations as you type. You can search by:

• Contact name
• Email address
• Message content
• Company name

Filters

Two filters appear above the conversation list:

• AI agent type (unified view only): filter by channel such as Website, WhatsApp, CoPilot, or all channels
• Date range: Last 30 days (default), Last 7 days, Today, Last 90 days, or All time

Row actions

Hover over any conversation row to reveal two actions:

• Copy Link: Copies a direct URL to this conversation to your clipboard
• Delete: Permanently removes the conversation after confirmation

Older conversations load automatically as you scroll down the list.

Conversation Header

When you open a conversation, the header shows identity and context at a glance.

Badges

Three outlined pill badges appear next to the contact name:

• Agent name: The internal name of the AI agent that handled this conversation
• Channel: The agent type, such as Website, WhatsApp, Slack, or CoPilot
• Engagement level: An AI-assessed indicator of how engaged the contact was

Engagement levels are color-coded:

• High (amber): Multiple interactions, strong interest, detailed questions
• Medium (blue): Moderate engagement, relevant questions, showed interest
• Low (gray): Brief interaction, minimal engagement

AI summary

An italic one-line summary of the conversation is generated automatically and shown below the contact name. It gives you the topic at a glance without reading the full thread.

Action buttons

Three icon buttons appear in the top-right corner of the header:

• Contact panel toggle: Open or close the right-hand contact panel
• Email transcript: Send the full conversation to any email address
• Copy link: Copy a direct URL to this conversation

Message Thread

The main area shows the full conversation transcript in chronological order.

• Date separators: A labeled chip appears between messages from different days
• Session boundaries: A dashed line with a "New session" label appears when a visitor returned after their previous session expired
• Older messages: Scroll up to load earlier messages in the thread
• Auto-refresh: The thread checks for new messages every 10 seconds

Deep linking to a message

Add ?messageId=[id] to any conversation URL to link directly to a specific message. When opened, the page scrolls to that message and highlights it for three seconds. Useful for sharing a specific exchange with a colleague.

Contact Panel

The right-hand contact panel shows details about the person in the conversation. It opens by default and your preference is remembered across sessions. Click the person icon in the conversation header to collapse or expand it.

Contact fields

The Contact section shows the fields captured during or after the conversation. Click any field to edit it inline:

• Name
• Email
• Phone
• Company

Press Enter or click away to save. Press Escape to cancel. Location data (city, state, country) is shown read-only when it was captured.

Custom Fields

The Custom Fields section lets you store any additional information about a contact as property/value pairs. This is useful for notes from follow-up calls, budget discussed, qualification status, assigned rep, or anything else specific to your workflow.

To add a custom field:

1. Open a conversation and find the Custom Fields section in the contact panel
2. Click Add field
3. Type the property name (for example, "Budget") and press Enter
4. Type the value (for example, "$10,000") and press Enter or click away to save

To edit an existing field, click the property name or value to enter edit mode. To delete a field, hover the row and click the trash icon that appears. All changes save automatically.

Page Views

For Website AI agents, a Page Views section shows the pages the visitor viewed during their session as a chronological timeline. Each entry shows the page title and the time of the visit. Click any row to open that page in a new tab.

CoPilot Conversations

When a conversation was handled by a CoPilot AI agent, the right-hand panel switches to a Team Member view instead of the standard contact panel. CoPilot is an internal tool used by your team, so the details shown are different.

Team Member

The name and email shown are pulled directly from the team member's ChatSpark account. These fields are read-only.

CoPilot Activity (30 days)

Three rolling 30-day stats give you a quick sense of how actively this team member uses CoPilot with this agent:

• Conversations: Total sessions started in the last 30 days
• AI Actions triggered: Total actions fired across those sessions
• Time saved: Estimated hours saved based on AI-assisted messages

Actions in this session

A descending timeline shows every AI action the team member used during this specific conversation. Each entry shows:

• The action type
• The platform where it was used (for example, Gmail or Zendesk)
• Time saved for that action, when recorded
• The time the action occurred

Action types include: Draft Reply, Quick Reply, Summarize, Clarify, Suggest Solution, Escalation Note, Prep for Call, Log Summary, Key Takeaways, and Manual Message. Scroll down to load more actions if the session was long.

Recent Sessions

The last five sessions this team member had with this AI agent are listed below the activity timeline. Click any row to open that conversation.

Email Replies

Pro and Enterprise plans can send email replies directly from any conversation. The reply box appears at the bottom of the message thread.

Direct reply

Type a message and press Send. The contact receives your message by email. An email address must be on file. If none was captured, use the inline Email field in the contact panel or click the "Add email" shortcut in the reply footer to add one before replying.

Email transcript

Click the envelope icon in the conversation header to send the full transcript. You can send it to any list of email addresses, including your internal team.

Shareable URLs

Every conversation has a unique URL you can share with colleagues:

/my/conversations/[agentId]/chat/[chatUserId]

Add ?messageId=[id] to link directly to a specific message in the thread. The recipient sees the message highlighted when they open the link.