Viewing and Managing Conversations
Learn how to access, filter, and manage incoming chats.
Every conversation your chat widget receives flows into the Contact Center. This is where you can monitor incoming requests, track ongoing chats, review bot-handled conversations, and access full chat logs — all from one place. To access it, click the Contact Center icon in the left sidebar.
Understanding the Four Tabs
The Contact Center is organized into four tabs at the top of the page: New Requests, Assigned, Bot Agents, and Chat Logs. Each tab gives you a different view of your conversations depending on their state.
Assigned Tab
The Assigned tab shows conversations that have been assigned to a human agent. Each entry in the list displays the visitor's name, a preview of the last message, the first response time, chat status, rating, channel, topic, and whether the conversation is open or closed.
The badge on the tab shows the total number of assigned conversations at a glance.
Bot Agents Tab
The Bot Agents tab shows conversations that are currently being handled by your AI assistant. Like the Assigned tab, each entry displays the visitor's name, a message preview, first response time, chat status, channel, and topic. This gives you a live view of what your bot is actively managing.
Chat Logs Tab
The Chat Logs tab gives you access to your full conversation history. When you open this tab, your conversations are listed on the left panel with the visitor's name and timestamp. Clicking on any conversation opens the messages in the center panel.
On the right panel, you'll find the Chatlog Details section, which shows information such as the conversation ID, confidence score, total messages, message credits used, average first and full response times, feedback, channel, start date, most recent activity, and user details including name, email, and phone number.
Filtering Chat Logs
Inside the Chat Logs tab, you can narrow down your conversation list using the Filter button. Clicking it opens a date range dropdown that lets you filter conversations by Last 7 Days, Last 30 Days, Last 90 Days, Last 6 Months, This Month, Last Month, or a Custom date range.
You can also search through conversations using the search field at the top of the left panel.
Everything in One Place
The Contact Center gives you full visibility into every conversation happening across your widget — whether it's being handled by your AI, waiting for an agent, or already closed. Keeping an eye on these tabs regularly helps you stay on top of your support queue, spot patterns in visitor questions, and step in whenever a conversation needs a human touch.
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