Message inspection
Opening a Conversation loads the complete history in the central column of the Inbox. Each entry displays the following parameters:| Parameter | Description |
|---|---|
| Sender | Contact (customer), active AI Agent, or responsible human attendant |
| Timestamp | Exact date and time of sending, in the Workspace timezone |
| Channel | Source channel icon (WhatsApp, Instagram, Widget, Telegram, Slack) |
| Content type | Text, image, audio, video, document, or internal Note |
| Delivery status | Sent, delivered, and read — available for channels that support receipts |
| Active Agent | Badge indicating which AI Agent processed the message |
Internal Notes added by attendants appear in the history with a different visual highlight from messages sent to the contact. They are not visible to the customer.
Agent optimization
The Chat History is the primary source of information for improving Agent behavior. Two direct uses:- Identify Knowledge Base gaps — messages where the Agent responded inaccurately or incompletely indicate topics that should be added to Training.
- Review tone and language — Conversations completed with a negative contact rating reveal response patterns that need adjustment in the system prompt.
- Copy problematic conversation excerpts and use them as negative examples in the Agent’s system prompt.
- Create Q&A entries in the Knowledge Base based on frequently asked questions identified in the history.
- Use Tag filters to segment Conversations by topic and review thematic batches.
- Export histories via the Conversations API for analysis in external BI tools.