AI Conversations

View all AI conversations with your customers across email, WhatsApp, chat, and voice channels — with full conversation history and conversion tracking.

What are AI Conversations?

AI Conversations is your workspace for viewing all conversations between your customers and the AI assistant. Each conversation includes the full message history, customer information, and any conversions (tours, bookings, new customers, or contracts) that resulted from the interaction.

Conversations can start from:

• A proactive outbound message from the AI Inbox
• An inbound chat in the Members Portal
• A customer reply to an AI email, WhatsApp message, or voice call
• An operator message sent via operator takeover

How to Access

1. In the Dashboard navigation, go to Operations → AI Assistant → AI Conversations.
2. Or use the direct link.

Permissions: You need the aiChannelSession role (typically included in Administrator or custom roles with AI access).

Conversion Metrics

At the top of the page, you’ll see five key metrics showing what your AI conversations have achieved:

Metric	What it shows
Total conversations	Number of all AI conversations across all channels
Bookings created	Number and percentage of conversations that resulted in a booking
New customers	Number and percentage of conversations that resulted in a new customer account
Tours scheduled	Number and percentage of conversations that resulted in a tour booking
Contracts created	Number and percentage of conversations that resulted in a membership contract

These metrics update automatically and help you measure the ROI of your AI assistant.

Understanding the Interface

Conversation List View

The main list shows one row per conversation. Each row displays:

Column	What it shows	Example
Subject	The conversation subject or first line	”Payment inquiry for invoice #1234”
Conversion	Badges showing any conversions that resulted	🎫 Tour · 👥 Customer · 📅 Booking
Customer	Customer name and company if linked	Sarah Johnson • Acme Corp
Channel	How the conversation started	Email (AI) / WhatsApp / Chat
Last activity	When the most recent message was sent	15 minutes ago
Escalated	Whether conversation was escalated to help desk	Warning badge if escalated

Channel Filters

Quick filter tabs at the top let you view conversations by channel:

Filter	What it shows
Chat	Conversations from the Members Portal chat widget
Email	Conversations via AI-composed emails
WhatsApp	Conversations via WhatsApp messages
All	All conversations across all channels (default view)

Conversion Badges

Each conversation row shows color-coded badges for any conversions:

Badge	Color	Meaning	Linkto
Tour	Purple	Customer scheduled a tour visit	Visitor detail page
Customer	Green	New customer account was created	Customer profile
Contract	Blue	Membership contract was signed	Contract detail
Booking	Orange	Resource or room was booked	Booking detail

Click any badge to jump directly to the related record.

The Conversation Timeline

Click any conversation from the list to open the detail view. The timeline shows every message in chronological order.

Message Types and Indicators

Each message shows which channel was used and who sent it:

Sender	Icon	Channel Label	Description
AI agent	🤖 Robot	—	Message automatically composed and sent by the AI
Operator	✉️ Email	Sent via Message	Operator sent via CoworkerMessage channel
Operator	🎫 Help	Escalated to Help Desk	Operator escalated via Help Desk channel
Customer	👤 User	—	Message received from the customer (inbound)
Customer	✉️ Email	Replied via email	Customer replied to a CoworkerMessage
Customer	🎫 Help	Replied via Help Desk	Customer replied to a help desk ticket

Each message is clickable — if it links to a CoworkerMessage or HelpDeskMessage, clicking the message takes you to the source entity.

Conversation Context

At the top of the conversation detail, you’ll see:

• Channel badge — Chat, Email (AI), WhatsApp, Email Message, or Help Desk
• Customer avatar — Links to the customer profile if the conversation is linked to a customer
• External identifier — For unauthenticated conversations, shows the email address or phone number used

Linked AI Inbox Items

If the conversation originated from or resulted in a proposed action in the AI Inbox, you’ll see a blue callout showing:

• Number of linked actions — How many AI Inbox items are connected
• Action status — Pending, Approved, Rejected, Expired, Auto-executed, or Snoozed
• Link to inbox item — Click to jump to the proposed action in the AI Inbox

This lets you trace the conversation back to the original proactive agent that initiated contact.

Escalated Tickets

If the conversation was escalated to the help desk, you’ll see a warning callout with:

• Ticket subject — The help desk message subject
• Link to ticket — Click to view the full help desk ticket

Reading Messages

Messages appear in chronological order with user messages on the left and AI/operator messages indented.

Message Content

• Plain text messages — Displayed as-is
• HTML messages — Rendered with proper formatting for emails
• Markdown messages — Converted from HTML with tables, lists, and emphasis preserved

Timestamps

Each message shows a relative timestamp (e.g., “15 minutes ago”). Hover over the timestamp to see the exact date and time.

Searching and Filtering

Use the search bar to find conversations by:

• Customer name — Search for a specific customer
• Subject — Search conversation titles or first messages
• External identifier — Search by email address or phone number

Combine search with channel filters to narrow results further.

Use Cases

Use Case 1: Tracking Conversion Performance

Scenario: You want to see how many tours were scheduled through AI conversations this month.

Flow:

1. Go to AI Conversations
2. Look at the Tours scheduled metric at the top
3. Click any conversation with a 🎫 Tour badge to see the full conversation
4. Follow the link to the tour booking to see booking details

Use Case 2: Reviewing Escalated Conversations

Scenario: Your support team escalated several AI conversations to help desk. You want to see what triggered the escalations.

Flow:

1. Go to AI Conversations
2. Look for conversations with a warning badge labeled Escalated
3. Open each conversation to see the full timeline
4. Review what the customer asked that required human intervention
5. Use this feedback to improve AI training or agent thresholds

Use Case 3: Finding a Customer’s AI Interaction History

Scenario: A customer mentions they already spoke to the AI assistant about booking a room. You want to find that conversation.

Flow:

1. Go to AI Conversations
2. Type the customer name in the search bar
3. Review the list of conversations for that customer
4. Open the relevant conversation to see what was discussed
5. Click any conversion badges to see what bookings were made

Use Case 4: Measuring WhatsApp Engagement

Scenario: You recently enabled WhatsApp and want to see how customers are using it.

Flow:

1. Go to AI Conversations
2. Click the WhatsApp filter tab
3. Review the total conversations count
4. Check conversion badges to see what actions resulted from WhatsApp conversations
5. Compare conversion rates with other channels

Limitations

• No editing: Conversations are read-only. You cannot edit or delete messages.
• No manual replies: To continue a conversation, use the AI Inbox to send a follow-up proposed action, or link the conversation to a help desk ticket or CoworkerMessage.
• No status management: Conversations don’t have “Active,” “Resolved,” or “Archived” statuses. All conversations remain visible.
• No assignment: You cannot assign conversations to specific team members from this page.

Permissions

Action	Required Role	Description
View conversations	aiChannelSession	See conversation list and timelines
View conversion metrics	aiChannelSession	See conversion statistics at the top
View linked records	Role-specific	You need the appropriate role to open linked bookings, customers, tours, or contracts

Administrators have all these roles by default.

Related Documentation

Operator Takeover

Send your own messages through different channels

AI Inbox

Review and approve proposed actions from proactive agents

Help Desk

Using the help desk system for support tickets

Email Accounts

Configure connected email accounts for reply tracking