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Conversations provide a record of all text-based interactions with your AI assistants through web widgets, WhatsApp, and test interfaces.

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What Are Conversations?

Conversations are text-based chat sessions between users and your AI assistants through web widgets, WhatsApp Business, and test interfaces.

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Conversation Sources

Conversations are created through:

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Web Widget Interactions

When website visitors use your embedded web widget in chat or voice & chat mode, each session creates a conversation record. Includes:
  • All messages exchanged
  • Variables collected from pre-chat forms
  • Variables extracted during conversation
  • Total cost and token usage
  • Session timestamps

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WhatsApp Conversations

When customers message your WhatsApp Business number, each conversation thread creates a conversation record. Includes:
  • Complete message history
  • Customer phone number
  • AI assistant responses
  • Cost and usage metrics
  • 24-hour messaging window status
WhatsApp conversations follow Meta’s 24-hour messaging window rules. Within this window, your AI can send free-form replies. After 24 hours, you must use approved template messages to re-engage. Learn more in our WhatsApp documentation.

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Test Chat Sessions

When you test your assistant using the Test Chat interface, each test session creates a conversation record marked as “Test.” Useful for:
  • Reviewing test sessions
  • Debugging conversation flow
  • Analyzing assistant responses
  • Validating variable collection

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Conversation Types

TypeBadge ColorSource
TestOrangeTest Chat interface
Web WidgetPurpleWebsite embedded widget
WhatsAppGreenWhatsApp Business messages
Test Conversations
  • Created from Test Chat interface
  • Marked with orange “Test” badge
  • Used for development and testing
Web Widget Conversations
  • Created from website widget
  • Marked with purple “Web widget” badge
  • Real customer interactions
WhatsApp Conversations
  • Created from WhatsApp Business messages
  • Marked with green “WhatsApp” badge
  • Customer interactions via WhatsApp

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Why Track Conversations?

  • Review customer interactions and improve assistant responses
  • Monitor assistant performance and conversation quality
  • Track costs, token usage, and engagement metrics
  • Debug conversation flow and validate variable collection

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Conversation Data

Each conversation includes:
  • Message history with timestamps
  • Variables collected (from pre-chat forms or extracted by AI)
  • Cost and token usage metrics
  • Conversation type (Test, Web Widget, or WhatsApp)
  • Customer identifier (phone number for WhatsApp)

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Accessing Conversations

Navigate to the Conversations (chat) page from your dashboard to view all conversation records. The navigation badge shows your total conversation count, helping you track activity at a glance.
Conversations are tracked separately from phone calls. Phone calls are tracked in the Calls page, while conversations (text-based chat) are tracked here.

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Next Steps