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Conversations

Every chat your agents have had, what it took to answer, and the ones they handed to a human.

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Conversations is the record of what your AI agents actually said, across every channel they answer on — and, on the same rows, what it took to say it: the model and tool calls behind each reply, how fast the agent answered, and the spend.

The part worth watching is escalations — the conversations an agent decided it could not finish. Those are your queue.

Turns, speed, tokens and cost need the LLM Tracing product. The conversations themselves are recorded either way, so without it you still see that they happened, who with and when — those four columns just stay locked.

How to

  1. 1

    Filter to escalated conversations to find the ones needing a person.

  2. 2

    Scan the Speed column for a conversation the agent was slow to answer.

    Speed is the average model-call time, not the wall clock — it does not count how long the customer took to type back.

  3. 3

    Open a conversation to read the full transcript, the knowledge the agent cited, and the turn-by-turn agent flow with what each tool call cost.

  4. 4

    Reply in-thread to take over from the agent.

Ask Smooth Operator

  • “Any escalations?”
  • “What came in today?”
  • “Which agent escalates most?”
  • “Which conversation took the most turns?”

If something goes wrong

An agent escalates far more than the others.
Usually a knowledge gap rather than a model problem. Check what the escalated conversations were asking about, and add that to Knowledge.
The agent columns are blank even though the agents are clearly busy.
Model calls made outside a conversation — safeguards, judges, background pipelines — carry no conversation id and cannot be listed against a conversation. The screen says so underneath the table when that is what is happening, and links you to where they can be read. Nothing is broken.
A cost reads “not measured” or “model not priced”.
Those are two different facts and neither is zero. “Not measured” means nothing reported a cost for that turn. “Model not priced” means the gateway answered but has no price configured for that model — ask us to price it.

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