Keeping track of past interactions is essential for understanding customer journeys, troubleshooting issues, and improving AI-driven experiences. With a newly redesigned Conversation History modal and table, teams can quickly find and review conversations. Additionally, logging agent actions within conversations provides greater visibility into AI decision-making. A new capability now allows web pages hosting the chat widget to pass user information into the agent’s memory, enabling more personalized and contextual AI interactions.

What This Change Enables:

• Redesigned Conversation History Table – A refreshed table layout makes it easier to browse and analyze past conversations, improving clarity and usability. The updated table includes columns such as Name, Related Agents, Closed By, Duration, and more, along with a search bar and column-based filtering to quickly locate specific conversations.

• Revamped Side Modal for Conversation Logs – The side modal now displays full conversation histories, including agent and human transfers. Messages follow the chat widget UI, with timestamps, profile icons, and interactive hover details. 

• Detailed Agent Action Logs – Users can now see each action triggered by the agent, along with all relevant details, inputs, and logs. If an action was triggered by the customer, its full execution history will be displayed. This allows teams to track customer interactions, verify whether actions are functioning as expected, and determine if adjustments are needed to improve agent performance.

• Enhanced User Data Integration – User information, including first/last name, email, phone number, user ID, and custom properties, can now be pushed into the chat widget by the hosting page via a new event. This data is stored in the agent’s memory, allowing AI agents to personalize interactions and enhance user experience.

These updates enhance data visibility, streamline conversation tracking, and provide AI agents with valuable user context, resulting in more efficient and personalized interactions.

Explore these new capabilities today. Learn more in our documentation.

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