Conversations and handoff
Read transcripts and connect unresolved questions to human support.
On this page
Find and read a conversation
- Choose the workspace and bot, then open Conversations.
- Search for the visitor’s question or use the available date/filter controls.
- Open the session and read the full visitor/assistant exchange.
- Review sources, feedback and channel information before deciding what to change.
- Use the export action when available to review the displayed conversation data outside the dashboard.
Handoff and tickets
A conversation is a sequence of messages grouped by a session ID. A ticket is a support request with its own status and replies. Handoff can notify a human that help is needed; check the actual ticket/support record when continuing the interaction. Configure ticket notifications separately from leads/handoff email.
Use conversation history to improve the bot
- Group repeated questions and add missing knowledge.
- Check unresolved requests against the actual business policy before changing the fallback.
- Treat anonymous session IDs as conversation identifiers, not proof of a verified customer identity.
- For API chat, send a stable sessionId for related turns and a different value for a different visitor/conversation.