Overview
Use the Interactions section to:- Review chat and voice transcripts
- Check interaction status
- See the assigned AI Agent
- View model and usage details
- Analyze sentiment and CSAT
- Review topics, summaries, and keywords
- Inspect customer environment details
Interaction Transcript
The transcript displays the full conversation between the user and the assistant. Each message includes:Interaction Details
The details panel contains metadata about the selected interaction.Topics Summary
The Topics Summary section provides an AI-generated overview of the interaction. It may include:Sentiment
Sentiment helps understand the customer’s emotional tone during the interaction. Possible sentiment values may include:- Positive
- Neutral
- Negative
Sentiment is generated automatically and should be used as a support signal, not as the only source of evaluation.
Notes
- Interaction details may vary depending on chat, voice, or integration type.
- Some fields may be empty if the data was not available.
- Costs are calculated based on platform billing logic.
- CSAT, sentiment, topics, and summaries are generated automatically.