Conversation Viewer
View complete conversation content and detailed information
Overview
The Conversation Viewer is a conversation review page in the MaiAgent admin interface that allows managers and support agents to view complete conversation records in a clearer, more detailed way. Through the Conversation Viewer page, you can focus on examining all details of a single conversation, including message content, timeline, tool usage records, and more.
Opening the Conversation Viewer
From the Inbox
Go to the conversation list
Click "Customer Service" in the left menu
Click "All Conversations"
Select a conversation to view
Find the target conversation in the conversation list
Click the conversation to enter the Conversation Viewer page
Interface Guide
Main Sections
Conversation Info Panel
Displays basic conversation information - Username - Chat platform (LINE / Facebook / Web Chat) - Start time - Conversation status
Message Timeline
Displays the complete conversation record in chronological order - User messages - AI replies - System messages - Timestamps
Conversation Details
Displays advanced information - AI Assistant used - Tool call records - Knowledge base query results - Token usage
Message Display
User messages: Displayed on the left with a light background
AI replies: Displayed on the right with brand-colored background
System messages: Centered with gray text
Timestamps: Displayed below each message showing the sent time
Advanced Features
Tool Usage Records
The Conversation Viewer clearly displays the tools used by the AI Assistant during the conversation:
Knowledge Base Citation Tracking
If an AI reply references knowledge base content, the citation source is indicated:
Token Usage Statistics
Displays the token consumption for the conversation:
User input: 120 Tokens
AI reply: 350 Tokens
Tool calls: 80 Tokens
Total: 550 Tokens
Use Cases
Scenario 1: Quality Monitoring
Requirement: Supervisors randomly review conversation quality daily to ensure AI replies meet standards
Workflow:
Randomly select 10 conversations daily from the inbox
Review each one using the Conversation Viewer
Key checkpoints:
Is the AI reply accurate?
Is the tone appropriate?
Are tools used correctly?
Are knowledge base citations relevant?
Flag conversations that need improvement
Provide feedback to the AI training team
Scenario 2: Customer Service Training
Requirement: Use actual conversation cases to train new customer service agents
Workflow:
Filter out excellent conversation examples (well-handled complex issues)
Walk through them step by step using the Conversation Viewer
Key focus areas:
How to understand customer needs
How to effectively use tools
How to guide the conversation flow
How to properly close conversations
Have new agents simulate similar scenarios
Scenario 3: Issue Diagnosis
Requirement: A user reports an incorrect AI reply and the root cause needs to be identified
Workflow:
Find the conversation using the search function
Examine it in detail using the Conversation Viewer
Analyze potential issues:
Was the user's question correctly understood?
Which tools did the AI call?
Were knowledge base query results relevant?
Review the AI's reasoning process
Identify the root cause (insufficient knowledge base / incorrect tool settings / prompt needs optimization)
Make the necessary adjustments
Retrieve Conversation Q&A Records
MaiAgent provides two retrieval methods for different use cases:
Analyze AI Q&A records in batches
Go to "AgentOps > AI Assistant Monitoring," apply filters, and export
Excel
Periodically sync AI Q&A records with an internal system
Use the Q&A Records API and handle pagination and storage in your system
JSON
Batch Export
In the left menu, go to "AgentOps > AI Assistant Monitoring"
Select filters such as AI Assistant, date, or keyword
Click "Export" in the upper-right corner to create an export request
Go to the export requests page and download the completed Excel file
Retrieve via API
To perform periodic synchronization or customize the JSON format, use your organization's API Key to call GET /api/v1/records/. Retrieve AI Q&A records page by page and filter them by AI Assistant, date, or keyword.
Authenticate with Authorization: Api-Key <API Key> and continue following the pagination information in each response until there is no next page. For complete parameters and response fields, see the MaiAgent API documentation.
Handling Attachments
Neither the batch Excel export nor the Q&A Records API includes the original files uploaded by users.
There is currently no public API that allows customers to download conversation attachments in batches. If you need to retain attachments, contact the MaiAgent team to discuss an appropriate data delivery method.
Privacy Notice
Exported conversation records may contain user personal information. Please store them securely and comply with privacy policies and applicable regulations.
FAQ
Q: How is the Conversation Viewer different from the regular chat window?
A: The Conversation Viewer provides more comprehensive information, including tool usage records, knowledge base citation tracking, token usage statistics, and other advanced details. It is suitable for analysis, monitoring, and training. The regular chat window is better suited for day-to-day reply operations.
Q: Can I reply directly in the Conversation Viewer?
A: No. The Conversation Viewer is a read-only interface designed for viewing and analysis. To reply to a conversation, return to the conversation list.
Q: Does the Conversation Viewer show deleted messages?
A: No. The Conversation Viewer only shows existing message records. Deleted messages cannot be recovered or displayed.
Q: What if the Conversation Viewer loads slowly?
A: Possible causes and solutions:
Long conversation: Conversations with over 100 messages load more slowly — please wait
Network issues: Check your network connection
Large attachments: Too many images or files can affect loading speed
Related Features
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