> ## 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.

# Conversations

> Browse, filter, export, and review all conversations handled by your agents

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
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          {caption}
        </p> : null}
    </div>;
};

The Conversations page is the operational list view for all recorded interactions.

**Access:** Open **Conversations** in the main navigation.

<Screenshot lightSrc="/images/manage__conversations-list-light.png" darkSrc="/images/manage__conversations-list-dark.png" alt="Conversations list showing columns for time, agent, contact, status, duration, direction, channel, and goals" />

## Use Conversations When You Need To

* understand what happened in a specific call or chat
* find failed, transferred, or unusually long conversations
* search for repeated customer questions or complaints
* export conversation data for review or reporting
* flag a conversation for follow-up in Quality Studio

This is usually the first page to open when someone says, "Something went wrong on a call."

## Table Columns

| Column         | Description                                              |
| -------------- | -------------------------------------------------------- |
| **Started At** | Conversation start timestamp                             |
| **Agent**      | Agent avatar/name (with agent phone number on SIP calls) |
| **Contact**    | Contact name and/or customer phone number                |
| **Status**     | Current conversation status badge                        |
| **Answer**     | Outbound answer classification when available            |
| **Duration**   | Conversation duration                                    |
| **Direction**  | Inbound or outbound                                      |
| **Channel**    | Phone, Web, or Test                                      |
| **Goals**      | Goal progress ring when goal data exists                 |
| **Actions**    | View, Copy ID, Delete                                    |

Click any row to open [Conversation Detail](/manage/conversations/detail).

## Filtering and Sorting

Filter fields include channel, status, date range, agent, direction, from/to number, duration, goal status, campaign, and transcript search.

Sort options include newest/oldest, duration, agent, status, direction, channel, and contact.

<Screenshot lightSrc="/images/conversations__filter-bar-light.png" darkSrc="/images/conversations__filter-bar-dark.png" alt="Conversations filter bar showing transcript search and structured filters" caption="Use the filter bar to narrow down specific agents, statuses, channels, time ranges, or transcript matches before opening a conversation." />

## Status Values

Common statuses in the list include:

* `completed`
* `active`
* `failed`
* `transferred`
* `blocked`

Outbound answer outcomes, such as `human`, `machine`, `user_unavailable`, `user_busy`, and `waiting`, appear in the **Answer** column rather than the main status column.

## Exporting Conversations

Exports run as background jobs and respect the structured filters or selected rows when applicable. Transcript search narrows the visible list, but the current export job does not include the transcript search term.

### Simple Mode

The export menu offers a single CSV option with locale-aware delimiter.

### Full Export Formats

<Badge>Expert Mode</Badge>

The export menu includes:

* CSV comma (`.csv`)
* CSV semicolon (`.csv`)
* Excel (`.xlsx`)
* JSON (`.json`)

Use **Export History** to monitor job status and download completed files.

## Next Steps

<CardGroup cols={2}>
  <Card title="Conversation Detail" icon="message-lines" href="/manage/conversations/detail">
    Inspect timeline, recording, analysis, and notification logs
  </Card>

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