How to View and Manage Conversations

The Conversations page helps you track and manage your AI agent’s interactions with users. A conversation can be a phone call, voice chat, or text-based chat, all of which are stored for review. It provides a full view of past conversations, letting you review responses, provide feedback, and refine your agent’s knowledge. You can also view any data users submitted through a form during the conversation. To keep everything organized, you can search, filter, archive, delete, download, and print conversations. Whether you’re training your AI or keeping records, this page offers the tools needed to manage conversations effectively.

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Accessing Conversations

You can view conversations from different parts of your account, making it easy to track interactions while managing your AI agents. Check out the steps below to see how you can view your AI agent’s conversations on your My Agents page:

1. On your My Agents page, put a check in the box next to an AI Agent to select it.
2. Then, click on Conversations on the right side of the page.

3. Now, in the New Browser tab that opens with your Conversations page, click on a Conversation in the list on the left to view the details on the right.

You can also access Conversations in AI Agent Builder while your AI Agent is open. Here’s how to do it:

1. In AI Agent Builder, click on the Downward Arrow icon next to the Jotform Logo in the top-left corner of the page.
2. Then, select Conversations in the dropdown menu to open your Conversations page.

3. Now, click on a Conversation in the list on the left to view the details on the right.

Providing Response Feedback

Giving feedback about your AI Agent’s responses helps improve its accuracy and effectiveness. You can rate your AI Agent’s reply from best to worst by selecting an emoji and share insights on how the agent performed, ensuring better interactions over time. Here’s how to do it:

1. On your Conversations page, click on a conversation in the list on the left.
2. Then, click on the Give Feedback button on a response from your AI agent in the Conversation Details window on the right.

3. Next, select an Emoji Rating or enter your feedback in the Comment Box.
4. Once you’re done, click on Send, and that’s it.

You might also want to check out this guide about How to Give Feedback to Your Agents About the Conversations.

Taking Over Chats

You can take control of an ongoing conversation to respond directly to users and provide real-time assistance on your Conversations page. This ensures a smooth transition from AI to human support, helping you address user needs more effectively. A green dot on a conversation in the list on the left side of the page means that it’s still ongoing. Here’s how you can take over an ongoing conversation:

1. On your Conversations page, click on an ongoing conversation in the list on the left.
2. Then, click on the Take Over button at the bottom of the Conversation Details window on the right.

3. Next, click on Yes, Take Over in the confirmation window that comes up.

4. Then, enter a message in the chat box in the Conversation Details window, and press Enter or click on the Send button on the right to reply to the user.

You might also want to check out our guide about How to Use Take Over Chat.

Reviewing Submitted Form Data

When users submit a form during a conversation, the data’s stored alongside the conversation for easy access. This allows you to review user inputs directly from Conversations, helping you track information and follow up as needed. A badge showing on a conversation in the list on the left indicates that a form was submitted or partially filled for that conversation. Check out the steps below to see how you can view the details of that submission:

1. On your Conversations page, click on a conversation in the list on the left.
2. Then, click on the Show Data button on the top-right side of the page.

3. Now, scroll through the submission details in the menu that opens on the right.

Searching and Filtering Conversations by Form Submissions

Finding specific conversations is simple using the search and filter tools in Conversations. You can quickly locate past interactions by applying filters based on the date of the form submission, last update date, and submission ID, making it easier to review important exchanges. Check out the steps below to see how it’s done:

1. On your Conversations page, use the Search bar on the top-left to find specific words in form submissions.

2. Click on the Filter button next to it, to open the Advanced Filter menu.
3. In the popup menu, click on All Submissions and filter submissions by All Submissions, Unread, Read, Starred, or Unstarred.

4. Next, click on All Time and choose the dates manually or click on predefined filters, like Today, Last 3 Days, Previous week, etc., and then click anywhere outside the Date Filter window to close it.

5. In the Advanced Filters section, click on Choose a Field, and then select Submission Date, Last Update Date, or Submission ID.

6. In the second dropdown, you can change the condition selector from the default Includes to Equal or Not Equal, and then enter your keyword in the Text box next to it.
7. Once you’re done, click on Apply Filter.

Downloading and Printing Conversations

If you need a record of a conversation outside your account, you can download a transcript or phone audio of it. This is useful for documentation, training, or sharing key interactions. Check out the steps below to see how to do it:

1. On your Conversations page, click on a conversation in the list on the left.
2. Then, click on the Three Dots icon at the top of the Conversation Details window on the right.
3. In the menu that opens, hover your mouse over Download to open the submenu, and then select a download option.

If you need a hard copy for documentation or record-keeping, you can print the entire conversation. Here’s how to do it:

1. On your Conversations page, click on a conversation in the list on the left.
2. Then, click on the Three Dots icon at the top of the Conversation Details window on the right.
3. In the menu that opens, select Print and then print the conversation based on your device’s printing preferences.

Archiving Conversations

If you’d like to store conversations for future reference without cluttering the main tab, archiving is a useful option. Here’s how you can archive conversations:

1. On your Conversations page, click on a conversation in the list on the left.
2. Then, click on the Three Dots icon at the top of the Conversation Details window on the right.
3. In the menu that opens, select Archive to move the conversation to the Archive tab.

Deleting Conversations

When a conversation is no longer needed, you can delete it to keep your list organized. Check out the steps below to see how you can delete conversations:

1. On your Conversations page, click on a conversation in the list on the left.
2. Then, click on the Three Dots icon at the top of the Conversation Details window on the right.
3. In the menu that opens, select Move to Trash.

4. In the confirmation window, click on Delete to move the conversation to the Trash.

Performing Different Actions on Multiple Conversations

Right-clicking on a conversation in the list on the left side of your Conversations page opens a context menu that allows you to mark it as read or unread, star or unstar it, or archive or delete it. Here’s how you can do that across multiple conversations at once:

1. On the left side of your Conversations page, put checks in the boxes next to the conversations.
2. At the top of the list, click on the Three Dots icon, and then select an action in the menu.