> ## Documentation Index
> Fetch the complete documentation index at: https://docs.itellico.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Conversation Detail

> Detailed view of individual conversations with timeline, transcript, recording, goals, and gathered insights

export const Screenshot = ({lightSrc, darkSrc, alt, caption, maxWidth = "880px"}) => {
  return <div style={{
    margin: "1rem auto",
    maxWidth,
    width: "100%"
  }}>
      <Frame>
        <img className="block dark:hidden" src={lightSrc} alt={alt} />
        <img className="hidden dark:block" src={darkSrc} alt={alt} />
      </Frame>
      {caption ? <p style={{
    marginTop: "0.5rem",
    fontSize: "0.875rem",
    color: "inherit",
    opacity: 0.8
  }}>
          {caption}
        </p> : null}
    </div>;
};

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](/manage/conversations/overview), or navigate directly to a conversation by ID

<Screenshot lightSrc="/images/manage__conversation-detail-light.png" darkSrc="/images/manage__conversation-detail-dark.png" alt="Conversation detail view with metadata, summary, and recording on the left, transcript on the right" />

## 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

<Screenshot lightSrc="/images/manage__conversation-detail-light.png" darkSrc="/images/manage__conversation-detail-dark.png" alt="Conversation detail view showing information panel and transcript" />

### 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](/manage/quality-studio/overview). 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.

| Field                 | Description                                                                                  |
| --------------------- | -------------------------------------------------------------------------------------------- |
| **Agent**             | Agent name and avatar, with phone number for Session Initiation Protocol (SIP) phone calls   |
| **Channel**           | Phone, Web, or Test — with direction indicator (inbound/outbound)                            |
| **Start Time**        | When the conversation began                                                                  |
| **Duration**          | Total call length, plus post-transfer duration if applicable                                 |
| **Contact**           | Contact name with up to 2 tags displayed ("+X" badge if more)                                |
| **Status**            | Color-coded status badge                                                                     |
| **Answer Status**     | Outbound calls only — human, machine, user rejected, user unavailable, user busy, or waiting |
| **Disconnect Reason** | Displayed when the backend recorded why the conversation ended                               |

## Summary

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

## Recording

<Screenshot lightSrc="/images/manage__conversation-recording-light.png" darkSrc="/images/manage__conversation-recording-dark.png" alt="Audio player for conversation 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.

<Note>
  Audio recordings are subject to your [retention policy](/manage/trust-center/overview). If the platform deleted the recording under your retention policy, only the transcript is available.
</Note>

## Goals

<Screenshot lightSrc="/images/manage__conversation-analytics-light.png" darkSrc="/images/manage__conversation-analytics-dark.png" alt="Conversation Analytics tab showing goal progress and gathered insight results" />

If the agent has [conversation goals](/build/analytics/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

| Status             | Icon          | Color  |
| ------------------ | ------------- | ------ |
| Achieved           | Checkmark     | Green  |
| Partially Achieved | Dash          | Yellow |
| Not Achieved       | X             | Red    |
| Unknown            | Question mark | Gray   |

### 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](/build/analytics/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.

<Screenshot lightSrc="/images/manage__conversation-notifications-light.png" darkSrc="/images/manage__conversation-notifications-dark.png" alt="Conversation Notifications tab showing sent post-call notification logs" />

### Notification Statuses

| Status      | Icon        | Description                                      |
| ----------- | ----------- | ------------------------------------------------ |
| **Sent**    | Green arrow | Notification delivered successfully              |
| **Failed**  | Red icon    | Delivery failed (error message shown in details) |
| **Skipped** | Gray icon   | Conditions not met, notification was skipped     |

### 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.

<Screenshot lightSrc="/images/manage__conversation-config-light.png" darkSrc="/images/manage__conversation-config-dark.png" alt="Conversation Config tab showing model, transcriber, voice, limits, billing, and latency details" />

## Transcript

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

<Screenshot lightSrc="/images/manage__conversation-timeline-light.png" darkSrc="/images/manage__conversation-timeline-dark.png" alt="Conversation timeline showing messages, tool calls, and events in sequence" />

### 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](/manage/quality-studio/overview) 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

<CardGroup cols={2}>
  <Card title="Conversations List" icon="messages" href="/manage/conversations/overview">
    Return to the full conversation list with filters and search
  </Card>

  <Card title="Quality Studio" icon="microscope" href="/manage/quality-studio/overview">
    Review flagged conversations and resolve quality issues
  </Card>

  <Card title="Conversation Goals" icon="bullseye" href="/build/analytics/conversation-goals">
    Configure goals to measure what matters for your use case
  </Card>

  <Card title="Gather Insights" icon="clipboard-list" href="/build/analytics/gather-insights">
    Set up custom insight questions for structured insights
  </Card>
</CardGroup>