Conversation Viewer
View complete conversations and their details
Overview
The Conversation Viewer is a page in the MaiAgent admin console where administrators and customer service staff can review complete conversation records more clearly and in greater detail. It lets you focus on every detail of a single conversation, including message content, the timeline, and tool usage records.
Open the Conversation Viewer
From the inbox
Open the conversation list
Click Customer Service Conversations in the left menu.
Click All Conversations.
Select a conversation to view
Find the conversation in the list.
Click it to open the Conversation Viewer.
Interface
Main sections
Conversation information panel
Basic conversation information - User name - Conversation platform (LINE / Facebook / Web Chat) - Start time - Conversation status
Message timeline
The complete conversation in chronological order - User messages - AI replies - System messages - Timestamps
Conversation details
Advanced information - AI assistant used - Tool call records - Knowledge base query results - Token usage
Message display
User messages: Appear on the left with a light background.
AI replies: Appear on the right with the brand color as the background.
System messages: Appear in the center in gray text.
Timestamps: The sent time appears below each message.
Advanced features
Tool usage records
The Conversation Viewer clearly shows which tools the AI assistant used in the conversation:
Knowledge base citation tracking
If an AI reply cites knowledge base content, its source is shown:
Token usage statistics
Token consumption for the conversation is shown:
User input: 120 Tokens
AI reply: 350 Tokens
Tool calls: 80 Tokens
Total: 550 Tokens
Use cases
Scenario 1: Quality monitoring
Need: A supervisor checks conversation quality each day to confirm that AI replies meet standards.
Steps:
Randomly select 10 conversations from the inbox each day.
Review each conversation in the Conversation Viewer.
Check whether:
AI replies are accurate.
The tone is appropriate.
Tools were used correctly.
Knowledge base citations are relevant.
Mark conversations that need improvement.
Give feedback to the AI training team.
Scenario 2: Customer service training
Need: Train new customer service staff with real conversation examples.
Steps:
Select strong examples, such as complex issues handled well.
Explain each step using the Conversation Viewer.
Cover how to:
Understand customer needs.
Use tools effectively.
Guide the conversation.
Close the conversation properly.
Have new staff practice similar scenarios.
Scenario 3: Troubleshooting
Need: A user reports an incorrect AI reply, and you need to find the cause.
Steps:
Find the conversation using search.
Review it in detail in the Conversation Viewer.
Analyze the issue:
Check whether the user's question was understood correctly.
Review which tools the AI called.
Confirm whether the knowledge base search results were relevant.
Review the AI's reasoning process.
Identify the root cause (insufficient knowledge base content / incorrect tool settings / prompt needs improvement).
Make the appropriate changes.
Get conversation question-and-answer records
MaiAgent offers two ways to obtain records, depending on your needs:
Analyze AI question-and-answer records in bulk
Filter and export from “AgentOps > AI Assistant Monitoring”
Excel
Periodically sync AI question-and-answer records to an internal system
Use the question-and-answer records API, and handle pagination and storage yourself
JSON
Bulk export
Open AgentOps > AI Assistant Monitoring in the left menu.
Filter by AI assistant, member, date, keyword, or other criteria.
Click Export in the upper-right corner to create an export request.
Open AgentOps > Export Requests in the left menu. Once the status is Completed, download the Excel file. The User column shows who created each export.
Retrieve via API
To sync records regularly or use a custom JSON format, call GET /api/v1/records/ with your organization's API Key. Retrieve AI question-and-answer records by page and filter by AI assistant, date, or keyword.
Authenticate with Authorization: Api-Key <API Key> and follow the pagination information in each response until there is no next page. For the full parameters and response fields, see the MaiAgent API documentation.
Handling attachments
The bulk Excel export and question-and-answer records API do not include the original files users uploaded as attachments.
There is currently no public API for customers to download conversation attachments in bulk. If you need to retain attachments, contact the MaiAgent team to discuss a suitable data delivery method.
Privacy reminder
Exported conversation records may contain users' personal information. Store them securely and comply with your privacy policy and applicable regulations.
FAQ
Q: How is the Conversation Viewer different from a regular conversation window?
A: The Conversation Viewer provides more complete information, including tool usage records, knowledge base citation tracking, and Token usage statistics. It is useful for analysis, monitoring, and training. A regular conversation window is suited to day-to-day replies.
Q: Can I reply directly in the Conversation Viewer?
A: No. The Conversation Viewer is read-only and is intended for review and analysis. To reply, return to the conversation list.
Q: Does the Conversation Viewer show deleted messages?
A: No. It shows only messages that currently exist. Deleted messages cannot be recovered there.
Q: What if the Conversation Viewer loads slowly?
A: Possible causes and solutions:
Long conversation: Conversations with more than 100 messages may take longer to load. Please wait a moment.
Network issues: Check your network connection.
Large attachments: Too many images or files can slow loading.
Related features
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