Overview

All customer conversations are automatically synced into our system — including both AI-handled and skipped (human-handled) ones.
The AI Conversations page allows you to view the full list of conversations, filter by specific criteria, review the AI’s handling, and submit audits or feedback directly from the platform.

1. Viewing the List of Conversations

1. Navigate to:
   AI Conversations → Conversations List in the left-hand navigation panel.

2. Set Date Range:
   Use the date picker at the top to filter by the desired time period.

3. Apply Filters (Optional):
   You can refine your search by:

   • Virtual Agent – Select the AI agent name (e.g., Jen).

   • Channel – Email, Chat, SMS, or Phone.

   • Status – Resolved, Intercepted, or Skipped.

   • Use Case – Filter by specific use case (e.g., Order Status, Cancel Subscription).

   • Ended? – Filter by completed or ongoing conversations.

4. Review Conversation Details:
   Each row displays:

   • Conversation ID

   • Virtual Agent name

   • Channel

   • Use Case

   • Status

   • Start Date and Time

   Click any conversation ID to open the detailed view.

2. Reviewing a Conversation

When you open a conversation:

• The left panel shows summary details, including:

  • Customer name and contact info

  • AI Agent and Channel

  • Conversation Start and End Time

  • Tags applied (e.g., shipped-ai-resolved, shipped-ai-intercepted)

• The right panel displays the conversation timeline, showing each AI and customer message in chronological order.

You can also see:

• SOP (Standard Operating Procedure) applied

• Use Case classification

• Agent Feedback (if previously submitted)

3. Auditing a Conversation

Auditing allows reviewers to confirm whether the AI followed SOPs correctly.

To mark a conversation as audited:

1. Open the desired conversation.

2. Click Mark as Audited at the bottom left.

3. A confirmation prompt appears – click OK to finalize.

4. Submitting Agent Feedback

If the AI response requires improvement or correction:

1. Click Submit Agent Feedback at the bottom of the conversation view.

2. In the Feedback Content field, describe the issue (e.g., “AI should have confirmed the order before proceeding with cancellation”).

3. Click Submit Feedback.

4. The feedback will appear under the Agent Feedback section within the conversation record, labeled as Submitted.

5. Reviewing Submitted Feedback

To view submitted feedback:

• Open the AI Conversation and scroll to Agent Feedbacks.

• Each entry displays:

  • Feedback ID and submission timestamp

  • Feedback content

  • Submission status (e.g., Submitted)

You can also open the conversation in your CX platform to cross-reference the original customer interaction.

Tip

Use filters to audit conversations by specific use case or status to streamline QA reviews (e.g., “Cancel Subscription” conversations where AI incorrectly skipped confirmation steps).

If you need assistance accessing Merchant Admin or troubleshooting audit functions, please contact support@cavalry.ai.