Chat Logs — Daily Threads for Web Chat & SMS (Beta)

Chat Logs is the complete record of every text conversation your AI Agent has handled — across web chat today, with SMS support on the way. Each chat is grouped day-by-day per source, so all messages a customer sends throughout a day (even with long breaks in between) are stitched into one thread.

How chat threads are built

Unlike a phone call (which has a clear start and end), people chat in bursts — a question now, a reply two hours later, another message before bed. To keep your inbox clean, the system captures every message from the same source for the whole day and rolls them up into a single thread at the end of the day. The next day starts a new thread.

That's why the list shows last message time and number of messages per row — each row is one day of conversation with one source.

The list shows every chat thread the agent has handled, with quick-scan columns:

• Source — where the chat came from. A phone number means SMS; Website means the Connect Web widget on your site.

• Last Message Time — when the most recent message in that day's thread arrived.

• Number of Messages — how many messages were exchanged that day.

• Action — open the full chat to read the transcript, view signals and add notes.

Use the date range, Source filter and Search by number bar at the top to narrow the list.

Opening a chat — the Chat detail screen

Click the eye icon on any row to open the full chat view. The layout mirrors Call Logs, so anything you've learnt there works here too.

Signals (left)

Signals capture how the customer felt about your service in this chat — sentiment, severity, keywords, the workflows the agent ran, and the tasks it completed. Keywords and other signal values follow whatever you've set up in Signals.

Associated Records (middle)

Every contact that matches the chat's source (number or web visitor) is shown here, with name, email, extension, alternate phone numbers and date of birth — full context on who's chatting.

Notes (middle, below records)

Add a note tied to the customer's contact directly from the chat screen. Notes are saved against the contact, so the next time the same person reaches out — by chat or by call — you and your team see the history.

Chat dropdown, Summary & Transcript (right)

• Chat dropdown — The Chat dropdown lets you switch between previous chat conversations for the same customer without leaving the Chat Log.

  You can review:

  • AI-generated summaries

  • Complete conversation transcripts

  • Notes

  • Associated records

  from a single screen.

• Chat Summary — a short AI-generated summary of what the conversation was about.

• Transcript — The transcript contains the complete chronological conversation between the customer and the AI agent.

  

  You can:

  • Review the entire conversation.

  • Follow the sequence of messages with timestamps.

  • View Tool Invocation entries showing when the AI called an internal function (for example, searching for a patient, checking appointments, or updating a record).

  • View Tool Result entries showing the response returned by that function, helping explain how the AI processed the customer's request.

  • Download the complete transcript using the Download Transcript option for auditing, troubleshooting, or record keeping.

Frequently Asked Questions