Note: This feature is currently in Beta. To enable it, contact your Customer Success Manager.

Every conversation your customer has with your bot is recorded on the Conversations logs page, allowing you to view all messages exchanged in real time. Use filters to explore conversations and access customer details, activity logs, and API calls made with your bots.

You can see all past interactions between your bot and customers. Conversations are listed by timestamp, with the latest on top. Filters on the right, such as time, conversation status, customer details, or external conversation ID, help you customize the list to view or work on specific tickets.

The page lists all current, ongoing, and resolved conversations, sorted by the latest timestamp. Use the search bar to find specific conversations by entering the Freshchat conversation ID, bot conversation ID, or alias.

For example, If a customer reports an unresolved issue, you can audit the conversation by searching their email or Freshchat ID in the Conversations logs. Reviewing messages and activity logs helps identify miscommunication, bot errors, or missed actions, helping in troubleshooting and improving future bot interactions.

In the conversation list, you will see:

• Conversation ID: Unique ID for each conversation

• Customer Name: Name of the interacting customer

• Time: When the conversation was initiated

• Status: Current status (New, Open, Closed, etc.)

Filter and Search Conversations

Define filters in the right panel to view your desired conversations or reset filters to start fresh:

• Time: Custom range or predefined time frames

• Conversation Status: New, Open, Closed, Closed by customer

• Customer: Name of the customer

• External Conversation ID: Unique ID based on your bot's location (webpage, mobile app, etc.)

Click Open in Freshchat inbox to view the complete conversation.