Conversations

Reading what contacts sent, and replying when the flow cannot.

Every exchange between a contact and this assistant, newest activity first.

The list

Each row summarises one conversation: which contact, over which channel, the last message, how many are unread, the total messages, the status, and when it was last active.

View opens the full transcript.

A contact is identified by the id the messaging platform gave them until the assistant learns something better — a name collected in a flow, for instance. A list of numbers is not a bug; it means those conversations have not reached a point where a name was asked for.

Unread and status

Unread counts inbound messages nobody has looked at. It is the queue for a human, and it does not go down on its own.

Status is the conversation’s state — open, or closed. Open means the exchange is considered ongoing, whether or not a flow is currently running inside it.

A conversation and a session are different things and are easy to confuse. The conversation is the whole relationship with that contact on that channel. A session is one pass through one flow. A conversation can have had many sessions, or none at all.

Replying

Where a person replies from — the operator inbox — the message goes out under the assistant’s identity. The contact sees the assistant, not the individual typing.

That is usually what you want, and it is exactly why the permission to do it is marked sensitive: reading transcripts and speaking as the company are two separate grants, and neither is routine. See Roles and permissions.

When to read them

Transcripts answer the question flow logs cannot: what did the person actually want. A flow that technically completed while the contact rephrased the same question four times is working and failing at once, and only the transcript shows it.

For the mechanical side — which node ran, what it returned, where execution stopped — see Flow logs.