In order to view your agents' conversations, first you'll need to select the AI Agent from the list and head to the "Conversations" tab.
Once use access the conversations view you'll see the following things:
To the left the conversation inbox. Here you'll see all conversation ordered by chronological order. Learn more how contacts work in Frontline.
2. At the center you'll see the actual conversation. This section is divided in two: The header which contains the contact name (it can be anonymous), the channel through which the conversation was started and a button to share the conversation with another Frontline user (only active users can access conversations). Available channels are:
Live Chat: Conversations started on the embeddable live chat widget.
WhatsApp
Shared URL: Conversations started on the shared URL.
Overview: Conversations started within the dashboard, on the agent's overview section. These conversations are usually tests.
3. On the right we've got the contact information. You can access this section by clicking on the users name on the section at the center. Metadata like the users location, device, recent page views (if accessed via the live chat widget), default browser language, recent conversations, and conversation start date are captured automatically. The AI Agent can capture additional fields like First Name, Last Name, Email, Phone, Company Name, etc.
4. Exporting conversations. You can now export conversations to .xlsx or csv format by clicking on the 3 dots (top right corner) and clicking "export conversation".
