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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.

The Conversation Viewer is especially useful for quality monitoring, customer service training, and issue tracking, enabling more effective conversation analysis.

Opening the Conversation Viewer

From the Inbox

  1. Go to the conversation list

    • Click "Customer Service" in the left menu

    • Click "All Conversations"

  2. 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

Section Name
Description

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

Action Buttons

Quick actions - Export conversation record (PDF) - Copy conversation content

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

Token statistics help analyze conversation costs and optimize AI Assistant settings.

Use Cases

Scenario 1: Quality Monitoring

Requirement: Supervisors randomly review conversation quality daily to ensure AI replies meet standards

Workflow:

  1. Randomly select 10 conversations daily from the inbox

  2. Review each one using the Conversation Viewer

  3. Key checkpoints:

    • Is the AI reply accurate?

    • Is the tone appropriate?

    • Are tools used correctly?

    • Are knowledge base citations relevant?

  4. Flag conversations that need improvement

  5. Provide feedback to the AI training team

Scenario 2: Customer Service Training

Requirement: Use actual conversation cases to train new customer service agents

Workflow:

  1. Filter out excellent conversation examples (well-handled complex issues)

  2. Walk through them step by step using the Conversation Viewer

  3. Key focus areas:

    • How to understand customer needs

    • How to effectively use tools

    • How to guide the conversation flow

    • How to properly close conversations

  4. 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:

  1. Find the conversation using the search function

  2. Examine it in detail using the Conversation Viewer

  3. 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

  4. Identify the root cause (insufficient knowledge base / incorrect tool settings / prompt needs optimization)

  5. Make the necessary adjustments

Export Conversation Records

Export Steps

  1. Click the "Export" button in the Conversation Viewer

  2. The system will export the conversation record in PDF format

  3. The PDF file will automatically download to your device

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

Additional Features

PreviousAll Conversations FeaturesNextInbox Search

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