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

# Viewing Conversations

> Monitor and review chat history between your agent and website visitors

## Overview

The Conversations page lets you view and analyze all chat interactions between your agent and website visitors. Monitor what users are asking, how your agent responds, and export conversation data for analysis or compliance purposes.

<Tip>
  Regularly reviewing conversations helps you identify knowledge gaps, common questions, and opportunities to improve your agent's responses.
</Tip>

## Accessing Conversations

Navigate to **Conversations** in your agent's sidebar menu. The page displays a split-view layout:

| Panel           | Purpose                                     |
| --------------- | ------------------------------------------- |
| **Left Panel**  | Scrollable list of all conversation threads |
| **Right Panel** | Detailed view of the selected conversation  |

***

## Conversation List

The left panel shows all conversations (threads) with your agent, sorted by most recent activity.

### Thread Preview

Each thread in the list displays:

* **First message**: The visitor's initial question or message
* **Agent response preview**: Beginning of your agent's first response
* **Message count**: Total messages exchanged in the thread
* **Time since activity**: How long ago the conversation occurred (e.g., "5 minutes ago", "2 hours ago")

### Selecting a Conversation

Click any thread in the list to view its full contents in the right panel. The selected thread is highlighted with a blue background for easy identification.

### Loading More Threads

Conversations are loaded in batches of 50 for performance. When more threads are available:

1. Scroll to the bottom of the thread list
2. Click **Load More** to fetch additional conversations
3. The button shows how many threads are currently loaded out of the total

***

## Viewing Conversation Details

When you select a conversation, the right panel displays the full interaction with two tabs:

### Chat Tab

The **Chat** tab shows the complete message history:

* **User messages**: Displayed in blue bubbles, aligned to the right
* **Agent responses**: Displayed in white/gray bubbles, aligned to the left
* **Timestamps**: Each message shows the date and time it was sent
* **Sources**: If your agent cited knowledge base sources, they appear above the response with a clickable indicator

<Note>
  Timestamps are displayed in your local timezone and follow your browser's locale settings for date/time formatting.
</Note>

### Details Tab

The **Details** tab provides metadata about the conversation:

| Field             | Description                                                          |
| ----------------- | -------------------------------------------------------------------- |
| **Thread ID**     | Unique identifier for this conversation (useful for support tickets) |
| **Messages**      | Total number of messages exchanged                                   |
| **Created**       | Date and time when the conversation started                          |
| **Last Activity** | When the most recent message was sent                                |
| **First Message** | The visitor's opening question or message                            |

***

## Searching Conversations

Use the search bar at the top of the conversation list to find specific interactions.

### How Search Works

1. Type your query in the search field
2. Wait briefly for results (search is debounced for performance)
3. The thread list updates automatically to show matching conversations
4. Clear the search field to return to the full list

### Search Tips

| Search For        | Example                  |
| ----------------- | ------------------------ |
| Specific topics   | "pricing" or "refund"    |
| Product names     | "premium plan"           |
| Error mentions    | "error" or "not working" |
| Feature questions | "how do I"               |

***

## Filtering by Date

Filter conversations to a specific time range using the date range picker in the conversations toolbar:

<Steps>
  <Step title="Open the Date Picker">
    Click the **date range picker** in the toolbar above the conversation list. It displays the currently selected range (or a placeholder when no filter is active).
  </Step>

  <Step title="Select a Date Range">
    Click a start date on the calendar, then click an end date. The calendar shows two months side-by-side for easy range selection.
  </Step>

  <Step title="Apply Filter">
    The conversation list updates automatically to show only threads within your selected date range.
  </Step>

  <Step title="Clear the Filter">
    Click the **×** on the date range picker, or select the same date twice to reset, to remove the date filter and show all conversations.
  </Step>
</Steps>

<Tip>
  Use date filtering to analyze conversations from specific periods — for example, after launching a new feature or during a promotional campaign.
</Tip>

***

## Exporting Conversations

Export individual conversations for record-keeping, compliance, or analysis. Each conversation can be exported in multiple formats.

### Export Formats

| Format   | Best For                                                                |
| -------- | ----------------------------------------------------------------------- |
| **JSON** | Technical analysis, importing into other tools, programmatic processing |
| **PDF**  | Documentation, sharing with stakeholders, archiving                     |
| **CSV**  | Spreadsheet analysis, bulk data processing, reporting                   |

<Note>
  Export is available across Cosmo channels, including Chatbot and Voicebot conversations.
</Note>

### How to Export

<Steps>
  <Step title="Select a Conversation">
    Click on the thread you want to export from the conversation list.
  </Step>

  <Step title="Open Export Menu">
    Click the **menu button** (three dots ⋯) in the conversation header on the right panel.
  </Step>

  <Step title="Choose Format">
    Select your preferred export format: Export as JSON, Export as PDF, or Export as CSV.
  </Step>

  <Step title="Download">
    The file downloads automatically to your default downloads folder. Filenames include the conversation ID and export date (e.g., `conversation-abc123-2024-01-15.json`).
  </Step>
</Steps>

<Note>
  Exported files contain all messages in the conversation, including timestamps and message roles (user/agent). Source citations are included where applicable.
</Note>

***

## Refreshing Data

Click the **refresh button** (circular arrow icon) to reload the conversation list with the latest data. This is useful when:

* New conversations have occurred since you loaded the page
* You want to see updated message counts
* You're monitoring active conversations throughout the day

***

## Understanding Conversation Patterns

Use the conversation list to identify patterns and improve your agent:

### High Message Counts

Conversations with many messages might indicate:

* Complex questions requiring multiple clarifications
* Engaged users exploring your agent's capabilities
* Potential areas where your knowledge base needs expansion

### Recent Activity

Monitor recent conversations to:

* Catch issues with agent responses quickly
* Understand current user interests and questions
* Identify trending topics or concerns

### Common Questions

When you notice the same questions appearing repeatedly:

1. Copy the visitor's question from the conversation
2. Navigate to **Sources → Q\&A**
3. Create a new Q\&A entry with the question and your ideal answer
4. Your agent will now provide consistent answers to similar questions

<Tip>
  Q\&A sources take priority over other content, making them perfect for ensuring accurate answers to important questions you've identified in conversations.
</Tip>

***

## Best Practices

<AccordionGroup>
  <Accordion icon="calendar" title="Review conversations regularly">
    Set a schedule to review recent conversations - daily or weekly depending on volume. This helps you catch issues early and continuously improve your agent.
  </Accordion>

  <Accordion icon="magnifying-glass" title="Search for problem patterns">
    Periodically search for terms like "error," "don't understand," "wrong," or "help" to find conversations where visitors may have had negative experiences.
  </Accordion>

  <Accordion icon="download" title="Export for compliance">
    If your industry requires conversation records, export conversations regularly in PDF format for archival purposes.
  </Accordion>

  <Accordion icon="lightbulb" title="Use insights to improve">
    When you notice repeated questions or topics, add that content to your knowledge base. If responses are incomplete, update your sources or system prompt.
  </Accordion>

  <Accordion icon="chart-bar" title="Track alongside analytics">
    Combine conversation review with the Analytics page to correlate user questions with traffic patterns and identify your most impactful content.
  </Accordion>

  <Accordion icon="users" title="Share insights with your team">
    Export and share interesting conversations with your team. Customer questions often reveal product or service improvement opportunities beyond just the agent.
  </Accordion>
</AccordionGroup>

***

## Troubleshooting

<AccordionGroup>
  <Accordion icon="list" title="No conversations showing">
    **Possible causes:**

    * Your agent hasn't had any conversations yet
    * Date filters are excluding all conversations
    * Search query has no matches

    **Solutions:**

    * Deploy your agent and interact with it to create test conversations
    * Clear all filters using the filter dialog
    * Remove or modify your search query
  </Accordion>

  <Accordion icon="clock" title="Old conversations missing">
    **Possible causes:**

    * Date filter is set to recent dates only
    * Conversations may have been deleted
    * Data retention policies may apply

    **Solutions:**

    * Check your date filter settings and clear if necessary
    * Contact support if you believe data should be present
  </Accordion>

  <Accordion icon="file-export" title="Export not downloading">
    **Possible causes:**

    * Browser blocking downloads
    * Pop-up blocker interfering
    * Large conversation causing timeout

    **Solutions:**

    * Check your browser's download permissions and pop-up settings
    * Try a different export format (CSV is typically fastest for large conversations)
    * If the conversation is very long, try again after a moment
  </Accordion>

  <Accordion icon="search" title="Search not finding expected results">
    **Possible causes:**

    * Search looks at message content, not metadata
    * Spelling or phrasing differences

    **Solutions:**

    * Try alternative keywords or partial words
    * Use broader search terms
    * Scroll through conversations manually if searching for a recent interaction
  </Accordion>

  <Accordion icon="arrows-rotate" title="Conversations not updating">
    **Possible causes:**

    * Browser caching old data
    * Page hasn't been refreshed

    **Solutions:**

    * Click the refresh button to reload conversations
    * Hard refresh the page (Ctrl+Shift+R / Cmd+Shift+R)
  </Accordion>
</AccordionGroup>

***

## Privacy Considerations

When reviewing conversations, keep these privacy best practices in mind:

* **Handle sensitive data carefully** - If visitors share personal information, handle it according to your privacy policy
* **Team access** - Only workspace members with appropriate permissions can view conversations
* **Data retention** - Consider your data retention policies and export/delete old conversations regularly
* **Compliance** - Ensure your conversation storage practices comply with applicable regulations (GDPR, CCPA, etc.)

***

## Next Steps

<CardGroup cols={2}>
  <Card title="View Analytics" icon="chart-line" href="/agents/analytics">
    Track usage metrics and identify trends in how visitors interact with your agent.
  </Card>

  <Card title="Add Knowledge Sources" icon="database" href="/sources/overview">
    Expand your agent's knowledge to better answer the questions you see in conversations.
  </Card>

  <Card title="Create Q&A Entries" icon="circle-question" href="/sources/qa-sources">
    Add Q\&A pairs for common questions you've identified in conversations.
  </Card>

  <Card title="Modify System Prompt" icon="flask" href="/agents/playground">
    Adjust your agent's behavior based on conversation insights.
  </Card>
</CardGroup>