Conversations

The Conversations page is your central hub for monitoring and managing all interactions between your AI agents and your customers. It provides real-time visibility into active chats, automated summaries, and detailed lead data.

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Key Features

The Conversations interface is divided into three main sections to help you efficiently manage your customer relations.

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1. Conversation History

On the left sidebar, you can find a chronological list of all conversations.

• Real-time Updates: New messages and conversations appear instantly.
• Search & Filter: Quickly find specific conversations or leads.
• Handover Status: See which conversations require human intervention or have been successfully handled by the AI.

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2. Active Chat Interface

The central panel displays the full dialogue between your AI agent and the user.

• Full Context: View the entire message history to understand the user’s journey.
• Live Monitoring: Watch as your AI agent responds to user inquiries in real-time.
• Manual Intervention: If needed, you can take over the conversation to provide a personal touch.

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3. Lead & Session Intelligence

The right sidebar provides deep insights into the user and the specific interaction.

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User Information

Get a snapshot of who your user is and how they are interacting with you:

• Last Active: Track when the user was last online.
• Channel Type: Identify which platform the user is coming from (e.g., Webchat, WhatsApp, Slack).
• User Details: Any captured information like name, email, or phone number.

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Session Summary

Botcadence automatically generates a concise summary of the current session. This allows your team to understand the core of the interaction at a glance without reading through the entire chat log.

• Auto-Generation: Summaries are updated as the conversation progresses.
• Regenerate: Use the Regenerate button to refresh the summary based on the latest messages.

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Conversation Summary

A more detailed breakdown that analyzes:

• User Intent: What the user was specifically looking for.
• Agent Performance: How well the agent addressed the user’s needs.
• Extracted Info: Key data points extracted during the conversation (e.g., specific products of interest, intent to purchase).

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Managing Leads

Every conversation is automatically associated with a Lead. As users interact with your agent, Botcadence builds a profile for them, making it easy to track their progress through your sales or support funnel.