Conversations

The Conversations page is the chat history view. Every visitor message — from the embedded widget, the public API, or a Fluent Support sync — lands here, alongside the bot’s reply.

Open it from the bot’s left sidebar → Conversations.

Conversations page with visitor chat rows in the left rail and the selected conversation transcript on the right showing visitor message, bot reply, and Sources citation

Layout

Two-column layout:

Left rail — chronological list of conversations.
Right pane — full message history of the selected conversation.

Each row shows the visitor (name if captured, otherwise an anonymous identifier), source badge, last-message preview, and timestamp. Newest first. A three-dot Conversation actions menu sits next to each row (Select / Delete).

Filters

Click Filter conversations above the list to open the filter dialog. The only facet is SOURCE:

Widget — chats from the embedded chat widget.
API — chats started via the public /api/chat endpoint.
Fluent Support — chats originating from a Fluent Support ticket sync.

All three are checked by default. Uncheck to narrow the list. Clear all resets to defaults.

Filter conversations dialog with three SOURCE checkboxes — Widget, API, Fluent Support — all checked by default

Conversation pane

Selecting a row renders the full thread on the right:

Visitor messages on one side, bot replies on the other.
Bot messages show citations beneath the answer.
Agent messages (if the chat was escalated) are labeled with the agent’s name.
Markdown is rendered; code blocks get syntax highlighting.

The pane header has two controls: Export conversation and View chat info.

Delete a conversation

Two paths:

Single delete — open the row’s three-dot Conversation actions menu → Delete. A confirmation dialog asks before removing the chat and all its messages. The action is permanent.
Bulk delete — open the row’s actions menu → Select to enter selection mode. Checkboxes appear next to every row plus a header showing <n> selected, Cancel, and Delete. Tick the rows you want to remove and click Delete. A confirmation dialog asks before deleting all selected chats.

Conversations page in selection mode — '3 selected' header, Cancel and Delete buttons, checkboxes ticked on three rows in the rail

Deleted conversations are gone permanently — there’s no soft-delete or undo.

Export a conversation

Click Export conversation at the top of the right pane. A small popover offers two formats:

CSV — flat row per message; convenient for spreadsheets.
JSON — full message structure with sources and metadata; better for programmatic use.

Open conversation transcript with the Export conversation popover showing CSV and JSON download buttons

The download fires immediately; the file is named after the chat.

Bulk export across multiple conversations isn’t currently exposed in the UI — export one at a time or use the API for higher-volume pulls.

Finding problem chats

Combine the Source filter with the Content Gaps view to find conversations where the bot failed:

Content Gaps surfaces the unanswered question + a link back to the source conversation.
Click through to see the surrounding context — what the visitor asked before, what the bot replied.

Troubleshooting

Chats from a deleted bot — historical chats persist after bot deletion until the team itself is wiped.
Visitor name missing — the visitor never filled the email/name capture modal in the widget. See Widget settings for capture options.
“No conversations found.” with no filters active — bot has had zero widget / API / Fluent Support traffic. Use the Playground to verify it’s wired up; playground chats don’t surface here.
Deleted by accident — there’s no undo from the dashboard. Contact support if you need help recovering important data.

What’s next

Content Gaps — find conversations where the bot couldn’t answer.
Live Chat — handle live chats in real time.
Analytics — aggregated conversation volume.