Read a conversation

Open a conversation from Browse conversations to see the full exchange.

Who sent each message

Messages appear in time order, and each shows its sender:

Keep them apart when judging quality. A wrong bot answer points to a gap in the robot’s sources; a wrong operator answer is a different problem.

Files and voice messages

When a visitor sends a file or a voice message, it appears in the conversation where they sent it, and you can open it.

Where an answer came from

For any robot answer, you can see which of your sources it was built from. Open the answer’s sources view. Answer sources explains how to read it.

Conversation status

The status is shown in the same view: whether the conversation is still open, has been handed to an operator, or has been closed.

Conversations close automatically after 6 hours by default. You can change that in Auto-close conversations.