Reviewing conversation logs for AI agents

Conversation logs allow you to review all messages that have been exchanged between an AI agent and end users during automated conversations. From here, you can review details for specific messages and whole conversations as part of your ongoing AI agent monitoring and analysis.


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The functionality described in this article is being rolled
out to all Suite and Support plans from May 11 through June 12, 2026. You may not
see this functionality in your account yet. See this announcement for details.

Conversation logs allow you to review all messages that have been exchanged between an AI
agent and end users during automated conversations. From here, you can review details
for specific messages and whole conversations as part of your ongoing AI agent
monitoring and analysis.
This article contains the following topics:

Viewing the conversation logs for an AI agent
Filtering the list of conversations
Reviewing details for a whole conversation
Reviewing details for a single message
Reviewing actions taken during conversations
Reviewing API integration information

Related articles:


Using labels to tag conversation content for AI
agents




Viewing the conversation logs for an AI agent

You can view the conversation logs for an AI agent to see the conversations they’ve
had with users and drill deeper into specific responses.
To view the conversation logs for an AI agent


In the AI agents workspace, select the AI agent you want to work
with.

Click
Conversation logs in the sidebar. A list of conversations appears for the default time frame (the
past 7 days). If you don’t see any conversations, adjust the time
frame.

(For messaging AI agents only) Toggle the Status / Custom
resolutions setting at the bottom to switch between showing either
the conversation status or custom resolution values. For an explanation of
the values, see the table in the next section.






Filtering the list of conversations

You can filter the list of conversations by time frame or other filters, such as
language, status, labels, and more.
To filter the list of conversations by time frame



Note: The time frame filter uses UTC (Coordinated Universal
Time), even though conversations in the conversation logs show timestamps in the
user's browser's time zone.



In the AI agents workspace, select the AI agent you want to work
with.
Click
Conversation logs in the sidebar.
In the upper-right corner, click Time frame.
Using one of the following methods, select the dates you want to view
conversations for:
On the right, select one of the predefined time frames:
Today, Yesterday, Last 7 days, Last 30
days, This month, Last month

Select specific beginning and end dates on the calendar.





To filter the list of conversations by other filters


In the AI agents workspace, select the AI agent you want to work
with.
Click
Conversation logs in the sidebar.
In the upper-left corner, click Add filter.

Select and configure one or more of the following filters:








Filter
Configuration details


Message text
In the Message text field, enter a
specific word or phrase you want to search for
within the conversations.


Language
Select the languages you want to see
conversations for.


Conversation source
Select one or more of the following options:

AI agent: Conversations between the AI
agent and end users.

Testing: Conversations created through
the test widget.

Imported: Conversations imported from a
different system.




Conversation type

Select one or more of the following
options:


Conversations with messages not
understood: Conversations with at least one
message that was not understood below the
threshold.


Actions applied: Conversations
with applied actions.


Conversations with interrupted
dialogues: Conversations where customers
interrupted the conversation (for example, by
triggering another use case or loops).


Conversations with drop-offs:
Conversations where users left before completing a
dialogue.


Hide in-progress sessions:
Hide conversations with sessions still within
their duration threshold.


Show only automated resolution
conversations: Show only AI agent-handled
conversations that have passed verification.


Hide automated resolution
conversations: Hide all conversations that
have passed verification.


Conversations with knowledge
answers: Conversations in which the AI agent
responded with a generated knowledge source–based
answer. This excludes generative replies.


Conversations without knowledge
answers: Conversations in which none of the AI
agent messages were created with a generated
knowledge source–based answer. This excludes
generative replies.


Conversations with procedures
used: Conversations in which the AI agent
responded with a generated message based on a
procedure at
least once.


Conversations without procedures
used: Conversations in which the AI agent has
not responded with a generated message based on a
procedure.





Conversation status

Select one or more of the following
statuses.
For messaging AI agents:


Agent escalation: The
conversation was successfully transferred to a
human agent.


AI agent handled: The
conversation had a meaningful intent, did not
attempt escalation, and ended without the AI agent
misunderstanding a message.


Custom escalation: The
conversation had a custom escalation attempt.


Email escalation: The
conversation was successfully emailed to the
support team.


Escalation failed: The
conversation had an unsuccessful escalation
attempt.


No status


For email AI agents:


Not understood: The last message was
not understood, and no actions or replies were
triggered.

Recognized intent: The last message was
understood, and no actions or replies were
triggered.

Processed: Actions were taken, but no
reply was sent or the reply was empty.

Answered: The last message was
understood, and one of the following is true: The
AI agent sent a reply, or the AI agent triggered a
macro that added a public comment to a
ticket.

Escalated: A reply was sent by the AI
agent and a human agent.
No status




BSAT

Select one or more of the last BSAT
rating responses, or select Not now.



Custom resolutions

Select one or more of the following
custom resolution states:


Resolved: A meaningful custom
resolution was provided, and there are no further
questions.

Informed: Instructions or guidance was
provided.

Escalated to agent: The conversation
was successfully transferred to a human
agent.

Escalated via email: The conversation
was successfully converted into an email ticket
for the support team.

Unresolved: The AI agent didn’t answer
or resolve the issue.

Escalation failed: The conversation
wasn’t escalated successfully because no agent was
available, or there was a technical error.

Undefined: No custom resolution is
associated with the conversation.




Labels
Select whether you want to see
conversations with Any of the selected
labels, All of the selected labels, or
None of the selected labels, then select
specific labels. See Using labels to tag
conversation content for AI agents.


Intents
Select a specific use case. See Creating use cases
for AI agents to identify what customers are
asking about. This filter applies only to
use cases that were detected during a
conversation, not use cases that were linked to
from other replies.



Segments
Select whether you want to see conversations with
Any of the selected segments, All of the
selected segments, or None of the selected
segments, then select specific segments. See
Creating segments
to target specific customer groups in AI agent
conversations.


Duration
Select an operator and a number
of seconds to determine the duration of the
conversations you want to see.


Platform conversation ID
In the Platform conversation ID
field, enter an ID from your CRM to see a specific
conversation. This is useful when comparing logs
between your CRM and your AI agent.


Generative replies

Select one or more of the following
options:


Generative replies used


Generative replies not
used


Feedback shared


Feedback not shared





Generative replies status

Select one or more of the following
options:


Response generated


Not understood


Escalation needed


An error occurred









Click Apply.





Reviewing details for a whole conversation

You can review the details for a conversation to get more information about the
overall interaction between the user and the AI agent.
To review details for a whole conversation


In the AI agents workspace, select the AI agent you want to work
with.
Click
Conversation logs in the sidebar.
Click the conversation you want to view. The conversation appears on the
right half of the page, and includes any messages sent as well as any
actions or events that were
applied.

In the upper-right corner, click Details.
Review the following details in the Conversation overview pane:

Date and time: The date and time the conversation took place.

Duration: How long the conversation lasted.

Custom resolution: Which custom resolution state
applied to the conversation.

Test conversation: Whether the conversation was a test (as
determined by whether it was created using the Test Bot, Test
Dialogue, or Test Branch options).

Platform conversation ID: A unique identifier for the
conversation in the CRM your AI agent is integrated with. This is
used for finding the same conversation in your CRM. Not supported
for Zendesk messaging integrations.

Labels: Which labels were added to the conversation. You can
add additional labels by clicking Add.

Presumed use case: (Appears only for zero-training AI agents.)
The use case that best fits
the conversation. An AI-generated explanation describes why the use
case was selected.

Automated resolution: Whether the conversation consumed an automated
resolution, including an explanation.


Click Segment matches to see which segments applied to the
conversation. You can click a segment name to be taken directly to its
configuration to view or edit it.

Click Session data to show the following additional information:
The actions and events that occurred throughout the conversation.
The active language set.
The last detected language.








Reviewing details for a single message

You can review the details for a single message within a conversation to get more
information about why the message was generated (in the case of an AI agent message)
or how the AI agent interpreted the message (in the case of a user message).
To review details for a single message


In the AI agents workspace, select the AI agent you want to work
with.
Click
Conversation logs in the sidebar.
Click the conversation you want to view. The conversation appears on the
right half of the page, and includes any messages sent as well as any
actions or events that were
applied.

Hover over the message you want to see more information about and click the
View details icon ( ) that appears. The icon appears to the left
of AI agent messages and to the right of user messages.


Review the message details that appear in the pane on the right.
For user messages, the pane is called Message overview and
shows the following information:

Message: The exact text of the user’s message.

Presumed use case: (Appears only for zero-training and
agentic AI
agents.) The use case that best
fits the conversation. An AI-generated explanation describes
why the use case was selected.



For AI agent messages associated with a dialogue, the pane is
called Reply overview and shows the following details:

Details


Used reply: Dialogue the message came from.

Reply type: Type of reply.

Intent: Use case the dialogue is associated
with.



Edit reply


Edit dialogue: Opens the dialogue
builder for the dialogue that the message
came from.





For AI agent messages associated with a generative procedure, the
pane is called AI agent message overview and shows the
following details:

Details


Use case: Which use case the generative
procedure is associated with.

Plan: The AI agent’s reasoning in determining
how to resolve the user’s issue.

Procedure step: Click to view the specific
step within a generative procedure that produced the
message.

Response before customization: The response
text that the AI agent generated before the AI agent
persona or any instructions
were applied.



Active instructions: Any instructions you’ve created
that are currently active. These instructions affect the AI
agent’s ultimate response to the user.

Personalization

AI agent name: Name of the AI agent.

Company name: Name of your company.

Tone: Tone of
voice you selected for the AI agent.

Answer length: Answer
length you selected for the AI
agent.












Reviewing actions taken during conversations

In the conversation logs, you can find detailed information about which configured
actions were applied to a conversation.
To review configured actions in conversations logs

In the AI agents workspace, select the AI agent you want to work
with.
Click
Conversation logs in the sidebar.
Select a conversation. In the conversation pane that appears, any actions
executed during the conversation appear in gray boxes.


Select an action in the conversation to see which action was executed and at
what level (AI agent, use case, or block).

Click the action name to open the Executed action details pane.

This pane shows the
configuration of the action as it was when it was executed during the
conversation, even if the action’s configuration has since changed.


(Optional) Click View action to open the Action details
pane.
From this pane, you can:


Click Edit action to update the action’s
configuration on the Actions page.
Select any of the entries under the Usage heading to jump to the
action’s configuration at the AI agent level, use case level, or block level.






Reviewing API integration information

You can review information about API requests that take place during conversations
between your AI agent and customers. This information includes when the calls were
made and details of the calls, including request and session parameters, the
response, any errors, and more. This information can be especially useful for
troubleshooting.


Note: Legacy API integrations don’t appear in conversation
logs.

To review API request information


In the AI agents workspace, select the AI agent you want to work
with.
Click
Conversation logs in the sidebar.
Click the conversation you want to view. Look for entries in the
conversation labeled Integration triggered or Integration
parameter requested.

Click an integration entry to see the specific API request or
requests.

Click an API request to open the Integration details panel.
Here, you can review the
following details about the API request:

Date and time: The timestamp of when the API request was
triggered during the conversation.

Source: The name of the dialogue that triggered the API
request. You can click the name to open the dialogue in the dialogue
builder.

API integration: The name of the integration.

Scenario: Which scenario (success, failure, fallback, or
custom) was triggered as part of the API integration block in the
dialogue.

Request parameters: Any request parameters
(inputs) that were configured for the API request. Errors due to
missing required values or data type mismatches are highlighted in
red.

Session parameters: Any session parameters
(outputs) that were configured for the API request.

API error: (Appears only if an error occurred.) Details about
the error.


(Optional) Click View integration to open the integration in the
integration builder.




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