Reviewing AI agent conversation transcripts (Legacy)

<body>
<p id="docs-hc-snippet" style="display: none;">You can review transcripts of recent conversations between an AI agent and your users. You can use these transcripts to identify gaps in your AI agent’s knowledge, discover what questions customers can resolve without assistance from a live agent, and better understand automated resolutions.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>
<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>
<div class="article-banner" id="support_all">
<table>
<tbody>
<tr>
<td>
<strong>Support</strong>
</td>
<td>Team, Professional, or Enterprise</td>
</tr>
</tbody>
</table>
</div>
</div>
<div class="body">
<div class="p" id="bot_conversation_transcripts__note_owy_qnb_hbc">
<div class="note attention" id="bot_conversation_transcripts__note_br3_zbk_f2c">
<span class="attentiontitle"></span> <span class="ph">This article describes functionality that moved into
legacy status on July 31, 2025. On December 10, 2026, this functionality will no
longer be available. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/10487730059034" target="_blank">this announcement</a>.</span>
</div>
</div>
<div class="note attention" id="bot_conversation_transcripts__note_klq_125_wgc">
<span class="attentiontitle"></span> AI agent conversations are also available as
tickets. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9204149016346" target="_blank">Understanding and viewing AI agent tickets for AI agent–only
conversations</a>.</div>
<p class="p">You can review transcripts of recent conversations between an AI agent and your users. You
can use these transcripts to identify gaps in your AI agent’s knowledge, discover what
questions customers can resolve without assistance from a live agent, and better understand
automated resolutions.</p>
<div class="p">This article contains the following topics: <ul class="ul" id="bot_conversation_transcripts__ul_ezr_5sm_bbc">
<li class="li"><a class="xref" href="#topic_yhk_wsm_bbc">Reviewing AI agent transcripts</a></li>
<li class="li"><a class="xref" href="#topic_ock_jt2_ybc">Possible actions to take after reviewing AI agent transcripts</a></li>
<li class="li"><a class="xref" href="#topic_nnl_nfv_ncc">Submitting feedback to Zendesk on automated resolutions</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_yhk_wsm_bbc">
<h2 class="title topictitle2" id="ariaid-title2">Reviewing AI agent transcripts</h2>
<div class="body">
<div class="p">AI agent transcripts are organized into two tabs: <ul class="ul" id="topic_yhk_wsm_bbc__ul_ylc_wpd_1cc">
<li class="li">
<strong class="ph b">Automated resolutions</strong> are AI agent conversations that were resolved by the AI
agent.<p class="p">Only conversations inactive for more than 72 hours appear in this tab. To
understand how resolutions are measured, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5352026794010#topic_dcn_13x_4wb" target="_blank">Automated resolutions in AI agents for
messaging</a></p>
</li>
<li class="li">
<strong class="ph b">Unresolved</strong> are AI agent conversations that were not resolved by the AI
agent.<p class="p">Although the unresolved conversations include conversations that were
transferred to a live agent, the transcript includes only messages between the AI
agent and the user before agent transfer occurs.</p>
</li>
</ul>
</div>
<p class="p">Transcripts from both automated resolutions and unresolved conversations display the first 100
messages exchanged between an AI agent and a user over the course of their conversation. </p>
<p class="p"><strong class="ph b">To view a conversation transcript</strong></p>
<ol class="ol" id="topic_yhk_wsm_bbc__ol_wwm_xsm_bbc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_yhk_wsm_bbc__d9e1351" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents &gt; AI agents</strong>.</span></li>
<li class="li">Click the AI agent you want to review.</li>
<li class="li">Click the <strong class="ph b">Insights</strong> tab to display the dashboard.</li>
<li class="li">At the bottom of the dashboard, click <strong class="ph b">View # unresolved conversations</strong> or <strong class="ph b">View
automated resolutions</strong>. <p class="p">Here, you can review basic information and transcripts for
all interactions between the AI agent and your users from the last 30 days. Interactions
after a transfer to agent aren't included. The Sent date is the date of the interaction,
not the date the AR was counted.</p>
<p class="p"><img class="image" id="topic_yhk_wsm_bbc__image_kq2_ctm_bbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agent_transcripts_ARs.png" width="600"></p>
</li>
<li class="li"> Click <strong class="ph b">View</strong> on the transcript you want to look at. <p class="p">The transcript opens on the
right side of the page. </p>
<p class="p"><img class="image" id="topic_yhk_wsm_bbc__image_osn_4tm_bbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/review_conversations_with_transcript-box.png" width="550"></p>
</li>
<li class="li">Review the conversation transcript.<p class="p">In resolved transcripts, if the user provided
requested details, the specific details are not shown in the transcript, but it is
reflected generally as, "Customer sent details."</p>
</li>
</ol>
<p class="p">Be sure to <a class="xref" href="#topic_ock_jt2_ybc">consider possible actions</a>
based on the transcripts you review.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ock_jt2_ybc">
<h2 class="title topictitle2" id="ariaid-title3">Possible actions to take after reviewing AI agent transcripts</h2>
<div class="body">
<div class="p">Unresolved conversations can help you identify gaps in your AI agent’s knowledge in a
number of ways: <ul class="ul" id="topic_ock_jt2_ybc__ul_lb1_mt2_ybc">
<li class="li">Do you have a help center that can address some of the common unresolved questions?
<p class="p">Create articles <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408845739162" target="_blank">using best practices</a> so they are easy for both the AI agent and your
customers to find.</p>
</li>
</ul>
</div>
<p class="p">Automated resolutions transcripts can help you understand what kind of AI agent answers
result in automated resolutions. Look for similarities that you can apply to new or less
successful existing answers.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_nnl_nfv_ncc">
<h2 class="title topictitle2" id="ariaid-title4">Submitting feedback to Zendesk on automated resolutions</h2>
<div class="body">
<p class="p">In the conversation transcript, you can provide feedback to Zendesk about how well an
automated resolution addressed an end user’s support request. You can submit feedback once
per conversation.</p>
<div class="p">
<div class="note">
<span class="notetitle">Note:</span> This feedback is used by Zendesk to improve automated resolution classification for
all customers. It has no direct impact on your automated resolutions.</div>
</div>
<p class="p" dir="ltr"><strong class="ph b">To submit feedback on an automated resolution</strong></p>
<ol class="ol" id="topic_nnl_nfv_ncc__ol_c34_yjv_ncc">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_nnl_nfv_ncc__d9e1351" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents &gt; AI agents</strong>.</span></li>
<li class="li" dir="ltr">Click the AI agent you want to review.</li>
<li class="li" dir="ltr">Click the <strong class="ph b">Insights</strong> tab to display the dashboard and click <strong class="ph b">View
automated resolutions</strong>.</li>
<li class="li" dir="ltr">Click <strong class="ph b">View</strong> on the transcript you want to look at. The transcript opens
on the right side of the page. </li>
<li class="li" dir="ltr">At the bottom of the transcript view, click <strong class="ph b">Give feedback</strong> to open the
feedback form.</li>
<li class="li">On the feedback form, indicate how well the end user’s request was resolved: <strong class="ph b">Fully
resolved</strong>, <strong class="ph b">Partially resolved</strong>, or<strong class="ph b"> Not resolved</strong>, then click <strong class="ph b">Submit
feedback</strong>. </li>
<li class="li">Select the reasons for your resolution rating, then click <strong class="ph b">Submit feedback</strong>. The
transcript is updated to indicate that feedback has been submitted.</li>
</ol>
<p class="p">You can filter the automated resolutions conversation transcripts based on whether you’ve
provided feedback. This can help you identify conversations you have not yet assessed.</p>
<div class="p">
<ol class="ol" id="topic_nnl_nfv_ncc__ol_zcy_fkv_ncc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_nnl_nfv_ncc__d9e1351" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents &gt; AI agents</strong>.</span></li>
<li class="li" dir="ltr">Click the AI agent you want to review.</li>
<li class="li" dir="ltr">Click the <strong class="ph b">Insights</strong> tab to display the dashboard and click <strong class="ph b">View
automated resolutions</strong>.</li>
<li class="li">At the top of the transcripts list, click <strong class="ph b">Filter</strong>.</li>
<li class="li">Select <strong class="ph b">Feedback submitted</strong> or <strong class="ph b">No feedback submitted</strong> to display the
transcripts you want to view.</li>
<li class="li">Click <strong class="ph b">Clear filters</strong> to display all transcripts.</li>
</ol>
</div>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/7043105495706",
"url": "https://support.zendesk.com/hc/en-us/articles/7043105495706",
"headline": "Reviewing AI agent conversation transcripts (Legacy)",
"description": "You can review and analyze AI agent conversation transcripts to identify knowledge gaps, understand automated resolutions, and provide feedback on resolution effectiveness.",
"articleSection": "Using essential AI agents",
"datePublished": "2024-04-09T22:00:55+00:00",
"dateModified": "2026-05-12T16:20:07.177573+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/7043105495706"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
}
}</script>
</body>