Reviewing AI agent conversation transcripts (Legacy)

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.


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This article describes functionality that moved into
legacy status on July 31, 2025. On December 31, 2026, this functionality will no
longer be available. For more information, see this announcement.



AI agent conversations are also available as
tickets. For more information, see Understanding and viewing AI agent tickets for AI agent–only
conversations.
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.
This article contains the following topics:
Reviewing AI agent transcripts
Possible actions to take after reviewing AI agent transcripts
Submitting feedback to Zendesk on automated resolutions




Reviewing AI agent transcripts

AI agent transcripts are organized into two tabs:

Automated resolutions are AI agent conversations that were resolved by the AI
agent. Only conversations inactive for more than 72 hours appear in this tab. To
understand how resolutions are measured, see Automated resolutions in AI agents for
messaging


Unresolved are AI agent conversations that were not resolved by the AI
agent. 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.



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.
To view a conversation transcript

In Admin Center, click
AI in the sidebar, then select AI agents > AI agents.
Click the AI agent you want to review.
Click the Insights tab to display the dashboard.
At the bottom of the dashboard, click View # unresolved conversations or View
automated resolutions. 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.


Click View on the transcript you want to look at. The transcript opens on the
right side of the page.


Review the conversation transcript. 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."


Be sure to consider possible actions
based on the transcripts you review.



Possible actions to take after reviewing AI agent transcripts

Unresolved conversations can help you identify gaps in your AI agent’s knowledge in a
number of ways:
Do you have a help center that can address some of the common unresolved questions?
Create articles using best practices so they are easy for both the AI agent and your
customers to find.



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.



Submitting feedback to Zendesk on automated resolutions

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.


Note: This feedback is used by Zendesk to improve automated resolution classification for
all customers. It has no direct impact on your automated resolutions.

To submit feedback on an automated resolution

In Admin Center, click
AI in the sidebar, then select AI agents > AI agents.
Click the AI agent you want to review.
Click the Insights tab to display the dashboard and click View
automated resolutions.
Click View on the transcript you want to look at. The transcript opens
on the right side of the page.
At the bottom of the transcript view, click Give feedback to open the
feedback form.
On the feedback form, indicate how well the end user’s request was resolved: Fully
resolved, Partially resolved, or Not resolved, then click Submit
feedback.
Select the reasons for your resolution rating, then click Submit feedback. The
transcript is updated to indicate that feedback has been submitted.

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.


In Admin Center, click
AI in the sidebar, then select AI agents > AI agents.
Click the AI agent you want to review.
Click the Insights tab to display the dashboard and click View
automated resolutions.
At the top of the transcripts list, click Filter.
Select Feedback submitted or No feedback submitted to display the
transcripts you want to view.
Click Clear filters to display all transcripts.




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