Reviewing conversation logs for AI agents

<body>
<p id="docs-hc-snippet" style="display: none;">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.</p>
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<p class="p">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. </p>
<p class="p">This article contains the following topics: </p>
<ul class="ul" id="conversation_logs__ul_kgt_ygf_52c">
<li class="li"><a class="xref" href="#topic_nxy_tgf_52c">Viewing the conversation logs for an AI agent</a></li>
<li class="li"><a class="xref" href="#topic_y3w_5gf_52c">Filtering the list of conversations</a></li>
<li class="li"><a class="xref" href="#topic_rt5_vgf_52c">Reviewing details for a whole conversation</a></li>
<li class="li"><a class="xref" href="#topic_uys_wgf_52c">Reviewing details for a single message</a></li>
<li class="li"><a class="xref" href="#id_zdt_ljb_gjc">Reviewing actions taken during conversations</a></li>
<li class="li"><a class="xref" href="#topic_djg_kgx_c3c">Reviewing API integration information</a></li>
</ul>
<p class="p">Related articles: </p>
<ul class="ul" id="conversation_logs__ul_szt_1hf_52c">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749583130" target="_blank">Using labels to tag conversation content for AI
agents</a>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_nxy_tgf_52c">
<h2 class="title topictitle2" id="ariaid-title2">Viewing the conversation logs for an AI agent</h2>
<div class="body">
<p class="p">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. Only conversations that
include end-user messages appear in the conversation logs.</p>
<p class="p"><strong class="ph b">To view the conversation logs for an AI agent</strong></p>
<div class="p">
<ol class="ol" id="topic_nxy_tgf_52c__ol_b1y_phf_52c">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li">
<span class="ph">Click <img class="image" id="topic_nxy_tgf_52c__image_e2v_qxf_y3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_conversation_logs_icon.png">
<strong class="ph b">Conversation logs</strong> in the sidebar.</span><p class="p">A list of conversations appears for the default time frame (the
past 7 days). If you don’t see any conversations, <a class="xref" href="#topic_y3w_5gf_52c">adjust the time
frame</a>.</p>
</li>
<li class="li">(For messaging AI agents only) Toggle the <strong class="ph b">Status</strong> / <strong class="ph b">Custom
resolutions</strong> setting at the bottom to switch between showing either
the conversation status or custom resolution values.<p class="p">For an explanation of
the values, see the table in the next section.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_y3w_5gf_52c">
<h2 class="title topictitle2" id="ariaid-title3">Filtering the list of conversations</h2>
<div class="body">
<p class="p">In the conversation logs, you can filter the list of conversations by:</p>
<ul class="ul" id="topic_y3w_5gf_52c__ul_vqw_cwq_vjc">
<li class="li"><a class="xref" href="#topic_edg_tvq_vjc">Time frame</a></li>
<li class="li"><a class="xref" href="#topic_kcy_xvq_vjc">Specific attributes</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_edg_tvq_vjc">
<h3 class="title topictitle3" id="ariaid-title4">Filtering the list of conversations by time frame</h3>
<div class="body">
<p class="p">You can filter the list of conversations by time frame.</p>
<div class="p">
<div class="note" id="topic_edg_tvq_vjc__note_ndb_dwd_c3c">
<span class="notetitle">Note:</span> The time frame filter uses UTC (Coordinated
Universal Time), even though the conversation logs show timestamps in the
user's browser's time zone.</div>
</div>
<p class="p"><strong class="ph b">To filter the list of conversations by time frame</strong>
</p>
<div class="p">
<ol class="ol" id="topic_edg_tvq_vjc__ol_rdl_b3f_52c">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_edg_tvq_vjc__image_e2v_qxf_y3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_conversation_logs_icon.png">
<strong class="ph b">Conversation logs</strong> in the sidebar.</span></li>
<li class="li">In the upper-right corner, click <strong class="ph b">Time frame</strong>.</li>
<li class="li">Using one of the following methods, select the dates you want to view
conversations for: <ul class="ul" id="topic_edg_tvq_vjc__ol_ljs_j3f_52c">
<li class="li">On the right, select one of the predefined time frames:
<strong class="ph b">Today</strong>, <strong class="ph b">Yesterday</strong>, <strong class="ph b">Last 7 days</strong>, <strong class="ph b">Last
30 days</strong>, <strong class="ph b">This month</strong>, <strong class="ph b">Last month</strong>
</li>
<li class="li">Select specific start and end dates on the calendar.<p class="p"><img class="image" id="topic_edg_tvq_vjc__image_qws_43f_52c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_conversation_logs_time_frame.png" width="600"></p>
</li>
</ul>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_kcy_xvq_vjc">
<h3 class="title topictitle3" id="ariaid-title5">Filtering the list of conversations by specific attributes</h3>
<div class="body">
<p class="p">You can filter the list of conversations by specific attributes such as language,
status, labels, and more.</p>
<p class="p"><strong class="ph b">To filter the list of conversations by other filters</strong></p>
<div class="p">
<ol class="ol" id="topic_kcy_xvq_vjc__ol_p12_j3f_52c">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_kcy_xvq_vjc__image_e2v_qxf_y3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_conversation_logs_icon.png">
<strong class="ph b">Conversation logs</strong> in the sidebar.</span></li>
<li class="li">In the upper-left corner, click <strong class="ph b">Add filter</strong>.<p class="p"><img class="image" id="topic_kcy_xvq_vjc__image_egb_t3f_52c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_conversation_logs_add_filter.png" width="450"></p>
</li>
<li class="li">Select and configure one or more of the following filters:<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_kcy_xvq_vjc__table_ohj_v3f_52c" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Filter</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Configuration
details</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Message text</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">In the Message text field, enter a
specific word or phrase you want to search for
within the conversations.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Language</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Select the languages you want to
see conversations for.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Conversation source</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Select one or more of the following
options:<ul class="ul" id="topic_kcy_xvq_vjc__ul_bch_43k_mfc">
<li class="li">
<strong class="ph b">Live conversations</strong>: Conversations
between AI agents and end users that are currently
ongoing.</li>
<li class="li">
<strong class="ph b">AI agent</strong>: Conversations between the AI
agent and end users.</li>
<li class="li">
<strong class="ph b">Test widget</strong>: Conversations created
through the test widget.</li>
<li class="li">
<strong class="ph b">Imported</strong>: Conversations imported from a
different system.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Conversation attributes</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Select one or more of the following
options:</p>
<ul class="ul" id="topic_kcy_xvq_vjc__ul_phj_v3f_52c">
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Conversations with messages not
understood</strong>: Conversations with at least one
message that was not understood below the
threshold.</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Actions applied</strong>: Conversations
with applied <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10783053154202" target="_blank">actions</a>.</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Conversations with interrupted
dialogues</strong>: Conversations where customers
interrupted the conversation (for example, by
triggering another use case or loops).</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Conversations with drop-offs</strong>:
Conversations where users left before completing a
dialogue.</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Hide in-progress sessions</strong>:
Hide conversations with sessions still within
their duration threshold. </p>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Conversation status</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Select one or more of the following
statuses:</p>
<div class="p">
<ul class="ul" id="topic_kcy_xvq_vjc__ul_bsv_lxq_vjc">
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Automated resolutions</strong>:
Conversations in which the AI agent responded and
no escalation was attempted. You can further
filter by:</p>
<ul class="ul" id="topic_kcy_xvq_vjc__ul_tzj_4xq_vjc">
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Verified resolution</strong>:
Conversations that are considered verified
resolutions by Zendesk's large language model
(LLM).</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Not-verified resolution</strong>:
Conversations that are not considered verified
resolutions by Zendesk's LLM.</p>
</li>
</ul>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Assisted escalation</strong>:
Conversations consisting of an attempt to escalate
to a human agent via messaging or email. You can
further filter by the following escalation types: </p>
<ul class="ul" id="topic_kcy_xvq_vjc__ul_w2w_4xq_vjc">
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">To an agent</strong></p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Via email</strong></p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Failure</strong></p>
</li>
</ul>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Unassisted</strong>: Conversations in
which no use case or knowledge answer has been
provided.</p>
</li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Resource usage</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Select whether any of the following
resource types were <strong class="ph b">Used</strong> or <strong class="ph b">Not used</strong>
to generate the AI agent’s answer:</p>
<ul class="ul" id="topic_kcy_xvq_vjc__ul_xth_qxq_vjc">
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Dialogue</strong></p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Generative reply through a
dialogue</strong></p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Procedure</strong></p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Knowledge answer</strong></p>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">BSAT</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Select one or more of the last BSAT
rating responses, or select <strong class="ph b">Not now</strong>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Custom resolutions</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Select one or more of the following
custom resolution states:</p>
<ul class="ul" id="topic_kcy_xvq_vjc__ul_e15_djf_52c">
<li class="li">
<strong class="ph b">Resolved</strong>: A meaningful custom
resolution was provided, and there are no further
questions.</li>
<li class="li">
<strong class="ph b">Informed</strong>: Instructions or guidance was
provided.</li>
<li class="li">
<strong class="ph b">Escalated to agent</strong>: The conversation
was successfully transferred to a human
agent.</li>
<li class="li">
<strong class="ph b">Escalated via email</strong>: The conversation
was successfully converted into an email ticket
for the support team.</li>
<li class="li">
<strong class="ph b">Unresolved</strong>: The AI agent didn’t answer
or resolve the issue.</li>
<li class="li">
<strong class="ph b">Escalation failed</strong>: The conversation
wasn’t escalated successfully because no agent was
available, or there was a technical error.</li>
<li class="li">
<strong class="ph b">Undefined</strong>: No custom resolution is
associated with the conversation.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Labels</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Select whether you want to see
conversations with <strong class="ph b">Any of the selected
labels</strong>, <strong class="ph b">All of the selected labels</strong>, or
<strong class="ph b">None of the selected labels</strong>, then select
specific labels. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749583130" target="_blank">Using labels to tag
conversation content for AI agents</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Use cases</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Select whether you want to see
conversations with any, all, or none of the
selected <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041901679130" target="_blank">use cases</a>,
then select specific use cases.<p class="p">This filter
applies only to use cases that were detected
during a conversation, not use cases that were
linked to from other replies.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Segments</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Select whether you want to see conversations
with any, all, or none of the selected <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9413046533530" target="_blank">segments</a>,
then select specific segments.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Suggestions</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Select <strong class="ph b">Include knowledge
suggestions</strong> to show <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041901679130#topic_gr4_l5n_s2c" target="_blank">use case
suggestions</a> that have been categorized as
“Knowledge,” which means the customer’s question
could be answered by a topic in your help
center.</p>
<p class="p" dir="ltr">Select <strong class="ph b">Include declined
suggestions</strong> to show use case suggestions that
have been declined.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Duration</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Select an <strong class="ph b">operator</strong> and a
number of <strong class="ph b">seconds</strong> to determine the duration
of the conversations you want to see.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Platform conversation ID</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">In the <strong class="ph b">Platform conversation
ID</strong> 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.</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">Click <strong class="ph b">Apply</strong>.</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_rt5_vgf_52c">
<h2 class="title topictitle2" id="ariaid-title6">Reviewing details for a whole conversation</h2>
<div class="body">
<p class="p">You can review the details for a conversation to get more information about the
overall interaction between the user and the AI agent. </p>
<p class="p"><strong class="ph b">To review details for a whole conversation</strong></p>
<div class="p">
<ol class="ol" id="topic_rt5_vgf_52c__ol_b1w_3jf_52c">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_rt5_vgf_52c__image_e2v_qxf_y3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_conversation_logs_icon.png">
<strong class="ph b">Conversation logs</strong> in the sidebar.</span></li>
<li class="li">Click the conversation you want to view.<p class="p">The conversation appears on the
right half of the page, and includes any messages sent as well as any
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10783053154202" target="_blank">actions</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749555610" target="_blank">events</a> that were
applied.</p>
</li>
<li class="li">In the upper-right corner, click <strong class="ph b">Details</strong>. </li>
<li class="li">Review the following details in the <strong class="ph b">Conversation overview</strong> pane: <ul class="ul" id="topic_rt5_vgf_52c__ol_zz3_mjf_52c">
<li class="li">
<strong class="ph b">Date and time</strong>: The date and time the conversation took place. </li>
<li class="li">
<strong class="ph b">Duration</strong>: How long the conversation lasted. </li>
<li class="li">
<strong class="ph b">Test conversation</strong>: Whether the conversation was a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357758879130" target="_blank">test</a> (as determined by
whether it was created using the Test AI agent, Test dialogue, or
Test branch options). </li>
<li class="li">
<strong class="ph b">Labels</strong>: Which labels were added to the conversation. You can
add additional labels by clicking Add. </li>
<li class="li">
<strong class="ph b">Platform conversation ID</strong>: 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.</li>
<li class="li">
<strong class="ph b">Status</strong>: The final status of the conversation. Possible values
include: <ul class="ul" id="topic_rt5_vgf_52c__ul_kt4_c5k_hjc">
<li class="li">
<strong class="ph b">Unassisted</strong>: The conversation triggered only small
talk or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749481882" target="_blank">system replies</a>,
with the exception of a successful Generative replies / uGPT
reply. The AI agent performed no automation except for AI
agent-level actions that are triggered for all
conversations. </li>
<li class="li">
<strong class="ph b">Assisted escalation</strong>: The conversation was escalated
to a human agent. </li>
<li class="li">
<strong class="ph b">Automated resolution</strong>: The conversation included at
least one identified <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041901679130" target="_blank">use case</a> (other
than a system reply) and a response was provided, or else a
sufficient knowledge answer was provided by agentic
reasoning or the Generative replies / uGPT reply. </li>
<li class="li">
<strong class="ph b">Resolution tier</strong>: Which <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9570369117338#topic_n4j_sth_53c" target="_blank">resolution tier</a>
the conversation falls into.</li>
</ul>
</li>
</ul>
</li>
<li class="li">Click any of the following sections to expand them and view more details:<ul class="ul" id="topic_rt5_vgf_52c__ol_wrh_h5k_hjc">
<li class="li">
<strong class="ph b">Conversation resolution</strong>: Shows the following information: <ul class="ul" id="topic_rt5_vgf_52c__ul_dyk_l5k_hjc">
<li class="li">
<strong class="ph b">Status</strong>: The final status of the conversation. </li>
<li class="li">
<strong class="ph b">Verified resolutions</strong>: Whether the conversation falls
into the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9570369117338" target="_blank">Verified resolution
tier</a>, including an AI-generated explanation of
why. </li>
<li class="li">
<strong class="ph b">Calculated on</strong>: The date and time the automated
resolution decision was made. </li>
<li class="li">
<strong class="ph b">Resources used</strong>: Which resources the AI agent used to
respond to the customer during the conversation. Possible
values include: <ul class="ul" id="topic_rt5_vgf_52c__ul_vzv_m5k_hjc">
<li class="li">
<strong class="ph b">Knowledge replies</strong>: AI-generated answers based
on <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749301658" target="_blank">connected knowledge
sources</a>.</li>
<li class="li">
<strong class="ph b">Dialogues</strong>: Responses or actions executed as
part of a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">dialogue</a>. </li>
<li class="li">
<strong class="ph b">Procedures</strong>: Responses or actions executed as
part of a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10473649691418" target="_blank">generative
procedure</a>. </li>
</ul>
</li>
<li class="li">
<strong class="ph b">Resolution tier</strong>: Which <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9570369117338#topic_n4j_sth_53c" target="_blank">resolution tier</a>
the conversation falls into. </li>
</ul>
</li>
<li class="li">
<strong class="ph b">Segment matches</strong>: Shows which <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9413046533530" target="_blank">segments</a> applied to the
conversation. You can click a segment name to be taken directly to
its configuration to view or edit it. </li>
<li class="li">
<strong class="ph b">Session parameters</strong>: Shows the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756651290" target="_blank">configured actions</a> and
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749555610" target="_blank">events</a> that occurred
throughout the conversation, the active language set, and the last
detected language.</li>
</ul>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_uys_wgf_52c">
<h2 class="title topictitle2" id="ariaid-title7">Reviewing details for a single message</h2>
<div class="body">
<p class="p">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). </p>
<p class="p"><strong class="ph b">To review details for a single message</strong></p>
<div class="p">
<ol class="ol" id="topic_uys_wgf_52c__ol_m2n_xjf_52c">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_uys_wgf_52c__image_e2v_qxf_y3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_conversation_logs_icon.png">
<strong class="ph b">Conversation logs</strong> in the sidebar.</span></li>
<li class="li">Click the conversation you want to view.<p class="p">The conversation appears on the
right half of the page, and includes any messages sent as well as any
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10783053154202" target="_blank">actions</a> that were
applied.</p>
</li>
<li class="li">Hover over the message you want to see more information about and click the
<strong class="ph b">View details</strong> icon (<img class="image" id="topic_uys_wgf_52c__image_iyw_3kf_52c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_view_details_icon.png">) that appears.<p class="p">The icon appears to the left
of AI agent messages and to the right of user messages.</p>
<p class="p"><img class="image" id="topic_uys_wgf_52c__image_bc3_nkf_52c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_conversation_logs_view_details_button.png" width="600"></p>
</li>
<li class="li">Review the message details that appear in the pane on the right. <ul class="ul" id="topic_uys_wgf_52c__ol_kpd_zjf_52c">
<li class="li">For user messages, the pane is called <strong class="ph b">Message overview</strong> and
shows the following information: <ul class="ul" id="topic_uys_wgf_52c__ul_agp_4kf_52c">
<li class="li">
<strong class="ph b">Message</strong>: The exact text of the user’s message. </li>
<li class="li">
<strong class="ph b">Presumed use case</strong>: For <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749447194" target="_blank">zero-training</a> AI
agents, this is the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041901679130" target="_blank">use case</a> that best
fits the conversation. An AI-generated explanation describes
why the use case was selected.<p class="p">For <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8966284087066" target="_blank">AI agents with
agentic AI</a>, the use case shown is a
prediction from a legacy process and might not match the
use case the AI agent ultimately selected or the action
it took. For example, the AI agent may trigger a
knowledge reply instead of the predicted use
case.</p>
<p class="p"><img class="image" id="topic_uys_wgf_52c__image_ikm_clf_52c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_message_overview_example.png" width="400"></p>
</li>
</ul>
</li>
<li class="li">For AI agent messages associated with a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">dialogue</a>, the pane is
called <strong class="ph b">Reply overview</strong> and shows the following details: <ul class="ul" id="topic_uys_wgf_52c__ul_n4c_dlf_52c">
<li class="li">
<strong class="ph b">Details</strong>
<ul class="ul" id="topic_uys_wgf_52c__ul_nwb_2lf_52c">
<li class="li">
<strong class="ph b">Used reply</strong>: Dialogue the message came from. </li>
<li class="li">
<strong class="ph b">Reply type</strong>: Type of reply. </li>
<li class="li">
<strong class="ph b">Intent</strong>: Use case the dialogue is associated
with. </li>
</ul>
</li>
<li class="li">
<strong class="ph b">Edit reply</strong>
<ul class="ul" id="topic_uys_wgf_52c__ul_dtd_2lf_52c">
<li class="li">
<strong class="ph b">Edit dialogue</strong>: Opens the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">dialogue
builder</a> for the dialogue that the message
came from.<p class="p"><img class="image" id="topic_uys_wgf_52c__image_o33_jlf_52c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_reply_overview_example.png" width="400"></p>
</li>
</ul>
</li>
</ul>
</li>
<li class="li">For AI agent messages associated with a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8979864563610" target="_blank">generative procedure</a>, the
pane is called <strong class="ph b">AI agent message overview</strong> and shows the
following details: <ul class="ul" id="topic_uys_wgf_52c__ul_ifx_jlf_52c">
<li class="li">
<strong class="ph b">Details</strong>
<ul class="ul" id="topic_uys_wgf_52c__ul_qjz_nlf_52c">
<li class="li">
<strong class="ph b">Use case</strong>: Which use case the generative
procedure is associated with. </li>
<li class="li">
<strong class="ph b">Plan</strong>: The AI agent’s reasoning in determining
how to resolve the user’s issue. </li>
<li class="li">
<strong class="ph b">Procedure step</strong>: Click to view the specific
step within a generative procedure that produced the
message. </li>
<li class="li">
<strong class="ph b">Response before customization</strong>: The response
text that the AI agent generated before the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357758773658" target="_blank">AI agent
persona</a> or any <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749291290" target="_blank">instructions</a>
were applied. </li>
</ul>
</li>
<li class="li">
<strong class="ph b">Active instructions</strong>: Any instructions you’ve created
that are currently active. These instructions affect the AI
agent’s ultimate response to the user. </li>
<li class="li">
<strong class="ph b">Personalization</strong><ul class="ul" id="topic_uys_wgf_52c__ul_dbd_4lf_52c">
<li class="li">
<strong class="ph b">AI agent name</strong>: Name of the AI agent. </li>
<li class="li">
<strong class="ph b">Company name</strong>: Name of your company. </li>
<li class="li">
<strong class="ph b">Tone</strong>: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357758773658-Customizing-the-persona-and-tone-of-voice-for-your-advanced-AI-agent#:~:text=Click%20the-,Tone%20of%20Voice,-tab%20and%20fill" target="_blank">Tone of
voice</a> you selected for the AI agent. </li>
<li class="li">
<strong class="ph b">Answer length</strong>: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357758773658-Customizing-the-persona-and-tone-of-voice-for-your-advanced-AI-agent#:~:text=throughout%20the%20conversation.%E2%80%9D-,Answer%20Length,-%3A%20Select%20one%20of" target="_blank">Answer
length</a> you selected for the AI
agent.<p class="p"><img class="image" id="topic_uys_wgf_52c__image_c5m_vlf_52c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_ai_agent_message_overview_example.png" width="400"></p>
</li>
</ul>
</li>
</ul>
</li>
</ul>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="id_zdt_ljb_gjc">
<h2 class="title topictitle2" id="ariaid-title8">Reviewing actions taken during conversations</h2>
<div class="body">
<div class="p">In the conversation logs, you can find detailed information about which <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10783053154202" target="_blank">actions</a> were applied to a conversation.
This includes configured actions, custom actions, and action flows.<div class="note" id="id_zdt_ljb_gjc__note_i1d_2hz_hjc">
<span class="notetitle">Note:</span> For API integration information, see the section below
instead.</div>
</div>
<p class="p"><strong class="ph b">To review actions in conversations logs</strong></p>
<ol class="ol" id="id_zdt_ljb_gjc__ol_h31_pwl_rgc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="id_zdt_ljb_gjc__image_e2v_qxf_y3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_conversation_logs_icon.png">
<strong class="ph b">Conversation logs</strong> in the sidebar.</span></li>
<li class="li">Select a conversation.<p class="p">In the conversation pane that appears, any actions
executed during the conversation appear in gray boxes.</p>
<p class="p"><img class="image" id="id_zdt_ljb_gjc__image_jmk_g2z_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_conversation_logs_actions.png" width="600"></p>
</li>
<li class="li">Select a gray action box to see which specific actions were executed.<p class="p"><img class="image" id="id_zdt_ljb_gjc__image_wcx_h2z_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_conversation_log_expanded_action.png" width="600"></p>
</li>
<li class="li">Click the action name to open a panel with the action's details.<p class="p"><img class="image" id="id_zdt_ljb_gjc__image_hd1_l2z_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_conversation_logs_configured_action_details_pane.png" width="400"></p>
<p class="p">The top section of the panel
shows when the action was executed and which dialogue or generative
procedure triggered it. For configured actions only, the action could also
have been triggered at the AI agent level or the use case level.</p>
<p class="p">The
middle section shows the action's name, configuration details, and (for
custom actions and action flows) whether the Success or Fallback scenario
was triggered.</p>
<p class="p">The last section includes a link to open the action's
configuration page.</p>
</li>
<li class="li">(Optional) Click <strong class="ph b">View action</strong>, <strong class="ph b">View custom action</strong>, or <strong class="ph b">View
action flow</strong> to open the action's configuration page.<p class="p">Custom actions
and action flows open in Admin Center. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9156980948250#topic_zqy_t5n_xcc" target="_blank">Editing a custom action</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9052312956570" target="_blank">Editing and managing action
flows</a>.</p>
<p class="p">Configured actions open an Action details
pane.</p>
<p class="p"><img class="image" id="id_zdt_ljb_gjc__image_xgt_33z_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_conversation_logs_configured_action_details_pane_edit.png" width="400"></p>
<p class="p">From this pane, you can:
</p>
<ul class="ul" id="id_zdt_ljb_gjc__ol_y3c_3xl_rgc">
<li class="li">Click <strong class="ph b">Edit action</strong> to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8566644914202-Reviewing-and-managing-actions-for-advanced-AI-agents#h_01JFDJ99S9K4PZ1ESQVMJYGQHQ" target="_blank">edit the configured action</a>. </li>
<li class="li">Select any of the entries under References to open the action at the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770#topic_opk_kyl_rgc" target="_blank">AI agent level</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770#topic_zbz_kyl_rgc" target="_blank">use case level</a>, or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770#topic_b4n_lyl_rgc" target="_blank">block level</a>. </li>
</ul>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_djg_kgx_c3c">
<h2 class="title topictitle2" id="ariaid-title9">Reviewing API integration information</h2>
<div class="body">
<p class="p">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. </p>
<div class="p">
<div class="note" id="topic_djg_kgx_c3c__note_yl1_pgx_c3c">
<span class="notetitle">Note:</span> Legacy API integrations don’t appear in conversation
logs.</div>
</div>
<p class="p"><strong class="ph b">To review API request information</strong></p>
<div class="p">
<ol class="ol" id="topic_djg_kgx_c3c__ol_ls3_4gx_c3c">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_djg_kgx_c3c__image_e2v_qxf_y3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_conversation_logs_icon.png">
<strong class="ph b">Conversation logs</strong> in the sidebar.</span></li>
<li class="li">Click the conversation you want to view.<p class="p">Look for entries in the
conversation labeled <strong class="ph b">Integration triggered</strong> or <strong class="ph b">Integration
parameter requested</strong>.</p>
</li>
<li class="li">Click an integration entry to see the specific API request or
requests.<p class="p"><img class="image" id="topic_djg_kgx_c3c__image_yrp_3hx_c3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_convo_log_integration_triggered.png" width="600"></p>
</li>
<li class="li">Click an API request to open the Integration details panel. <p class="p"><img class="image" id="topic_djg_kgx_c3c__image_nbl_jhx_c3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_convo_log_integration_details.png" width="350"></p>
Here, you can review the
following details about the API request: <ul class="ul" id="topic_djg_kgx_c3c__ol_rvq_sgx_c3c">
<li class="li">
<strong class="ph b">Date and time</strong>: The timestamp of when the API request was
triggered during the conversation. </li>
<li class="li">
<strong class="ph b">Source</strong>: The name of the dialogue that triggered the API
request. You can click the name to open the dialogue in the dialogue
builder. </li>
<li class="li">
<strong class="ph b">API integration</strong>: The name of the integration. </li>
<li class="li">
<strong class="ph b">Scenario</strong>: Which scenario (success, failure, fallback, or
custom) was triggered as part of the API integration block in the
dialogue. </li>
<li class="li">
<strong class="ph b">Request parameters</strong>: Any <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756844442#h_01HAY9KGH06WFPD1BMJAPA3D0Q" target="_blank">request parameters</a>
(inputs) that were configured for the API request. Errors due to
missing required values or data type mismatches are highlighted in
red. </li>
<li class="li">
<strong class="ph b">Session parameters</strong>: Any <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9522180655386#topic_lf5_pzp_xfc" target="_blank">session parameters</a>
(outputs) that were configured for the API request. </li>
<li class="li">
<strong class="ph b">API error</strong>: (Appears only if an error occurred.) Details about
the error. </li>
</ul>
</li>
<li class="li">(Optional) Click <strong class="ph b">View integration</strong> to open the integration in the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756844442" target="_blank">integration builder</a>.</li>
</ol>
</div>
</div>
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