Conversation Detail

The conversation detail view gives you full details of a single interaction. Review the transcript, listen to the recording, inspect goals and analysis results, and flag issues for quality review. Access: Click any row in the Conversations list, or navigate directly to a conversation by ID

​

Layout

The detail page uses a two-column layout:

• Left column — Tabs for Overview, Analytics, Notifications when logs exist, and Config
• Right column — Full transcript with agent and caller messages plus system events

​

Navigation

When opening a conversation from the list, Prev/Next buttons let you step through conversations without returning to the list. A position indicator shows where you are (e.g., “3 of 47”).

​

Header Actions

The action menu in the header provides:

• Copy ID — Copy the conversation ID to your clipboard
• Copy transcript — Copy the full transcript in markdown format (**Agent**: message)
• Download audio — Download the recording when a recording exists
• View System Prompt — View the agent prompt used for this conversation (read-only)
• Delete — Remove this conversation from the account list. The backend soft-deletes it so billing history remains intact.

Use Flag Issue in the header to send the whole conversation to Quality Studio. Agent messages also expose a hover flag button when you need to flag a specific response.

​

Overview Section

The overview panel displays key metadata at a glance.

​

Summary

If the agent generated a conversation summary, it appears below the overview. Supports right-to-left text for multilingual conversations.

​

Recording

When a recording is available, an audio player appears in the left column with standard playback controls. The recording and transcript are independent — the audio player does not automatically highlight transcript lines.

​

Goals

If the agent has conversation goals configured, a goals section shows:

• Ring progress with achievement score (e.g., “2/3”)
• Goal list with status icons for each goal
• Details button opening a dialog with full goal breakdown

​

Goal Statuses

​

Goal Details Dialog

The dialog shows goals in two tabs: Primary Goals and Secondary Goals. Each goal card includes:

• Goal name and description
• Result status with icon
• Confidence score (0–100%) with progress bar
• Explanation or reasoning text

​

Gathered Insights

If gather insights is configured, results appear in a two-column grid. Each insight item shows its name and result. Result types:

• Rating — 1–5 stars (green for high, red for low)
• Yes/No — Checkmark or X icon
• Text — Free-form text result

​

Analysis Details Dialog

Click Details to open the full analysis breakdown, organized by category tabs:

• Communication
• Interaction
• Knowledge
• Sentiment
• Technical
• Custom
• Other

Each card shows the analysis name, result, confidence score with progress bar, and explanation.

​

Notifications

If post-call notifications were triggered, the Notifications tab shows each log with its status. Click Details for the full breakdown.

​

Notification Statuses

​

Notification Details Dialog

Organized by status tabs (Sent, Failed, Skipped). Each notification card shows:

• Notification name and timestamp
• Recipients (email addresses)
• Rendered subject line
• Error message (if failed)
• Condition evaluation reasoning
• Email body content

​

Config

The Config tab shows the agent configuration and recorded usage context for the conversation, including model, transcriber, voice, call-start settings, limits, billing, and latency data.

​

Transcript

The right column shows all messages and events in chronological order.

​

Timeline Header

• User info — For SIP calls: phone number with country flag. For Web/Test calls: city, country, and IP address
• Channel label and date of the first message

​

Message Types

Agent messages — What the agent said, with timestamp. May include:

• Interrupt indicator if the caller interrupted
• Knowledge base results (which content the agent used, relevance ratings, and sources)
• Response time metrics (initial response time, total processing time)

Caller messages — What the caller said, with timestamp. Supports text and image messages (with filename, type, and size). System events — Tools executed (integrations, transfers, bookings) and any errors, transfers, and other system events displayed inline with descriptions and metadata.

​

Flagging Messages

Click the Flag icon on any individual message to flag it for Quality Studio review. This is useful for flagging specific problematic responses rather than the entire conversation.

​

Knowledge Retrieval Tracking

When visible in message metadata, knowledge retrieval data shows:

• Retrieved content chunks
• Similarity scores for each chunk
• Source document references

This helps find missing content in your knowledge base and improve search accuracy.

​

Next Steps