The conversation log
Read every conversation, see what Skavelo did and filter by user or outcome.
The agent's Conversations tab lists every conversation on your site, most recent first. Each row shows the first question, who asked it and when, along with icons for ratings, handoffs and resolved conversations. Click a conversation to read the full transcript.
What a transcript shows
| Item | What it tells you |
|---|---|
| Visitor details | For identified users: their ID, name, email, plan, role, tags and traits, and whether the identity is verified |
| Answers | Skavelo's reply and the sources it cited |
| Walkthroughs | Which workflow Skavelo walked the user through, and how many steps it had |
| Actions | The skill Skavelo offered, the values it filled in, and the outcome |
| Ratings | Whether the user marked an answer Helpful or Not helpful |
| Handoff | Whether the user asked for a person, how they were connected and any note they left |
| Speed | How quickly the first words of each answer appeared |
Action outcomes read Offered, no response, Approved, Cancelled by visitor, Ran successfully or Failed.
Unverified identities
If a conversation's identity isn't verified, the site didn't sign it, so treat those details as unconfirmed. See Identity verification.
Filtering
| Filter | Shows |
|---|---|
| Search | Conversations by a visitor's name, email or user ID |
| Plan | Users on a particular plan |
| Tag | Click a tag on any conversation to filter by it |
| Verified only | Conversations with a verified identity |
| Handed off | Conversations passed to your team |
Resolving a conversation
Click Mark resolved once a conversation needs no further attention. Resolved conversations show a check mark in the list.
Using the log to improve answers
Conversations rated Not helpful, or handed off because Skavelo couldn't answer, show you what's missing. Add the answer as a team note, or add the page that covers it to Learning.