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Every conversation your agent has with end users lands in the dashboard under Conversations. Use it to see what your users ask, step in when the agent can’t help, and keep track of what still needs attention. The list updates live. New messages, replies from teammates, and status changes appear without a reload.

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Views

The Conversations sidebar splits the inbox into four views: Argide classifies each conversation after every agent reply. When the end user sends a new message, a resolved conversation moves back to Pending until the agent answers again.

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Open, snoozed, and closed

Each view also has a status picker above the list. It shows a live count, such as 13 Open. Click it to switch between:
  • Open — conversations that may still need something
  • Snoozed — conversations you set aside until a chosen time
  • Closed — finished conversations
Conversations also close on their own:
  • The end user confirms the answer helped. The conversation closes right away.
  • The end user goes quiet. If the agent answered last, it sends one follow-up message a few minutes later. With no reply for two days after that, the conversation closes. A conversation where the end user wrote last and got no answer also closes after two days.
Escalated conversations, and conversations a teammate has replied to, never close automatically.

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Search and filter

Type in Search… to match the end user’s latest message. Click Filters to narrow the list: A badge on Filters shows how many are active. Click Clear all filters to reset them.
Search and filters apply to the conversations already loaded in the list. Scroll down to load older ones.

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The conversation list

Each row shows:
  • The end user’s name, or Anonymous visitor if you haven’t identified them
  • Their latest message
  • The rating they gave, if you use satisfaction surveys
  • Time since the last activity and the number of messages
  • A star, if a teammate marked it as a priority
Click a row to open it. The selected conversation is part of the page URL, so you can copy the address and send it to a teammate.

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Conversation detail

The header shows the conversation ID, which you can copy. It also holds the actions:
  • The star icon marks the conversation as a priority for your team. Starred conversations show a star in the list.
  • The … menu has Export conversation as text and Export conversation as PDF. Internal notes are left out of exports.
  • Snooze and Close — see Close, snooze, and reopen.
Below the header are four tabs.

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Chat

The full conversation as the end user saw it: their messages, the agent’s replies, the steps the agent took on the page, and replies from your team. Timeline markers show events such as a paused workflow or a rating the end user gave. Your team’s replies show Seen once the end user has seen them in the widget, or Not seen until then. A reply the end user sent by email shows the sender’s address above the message. See Email notifications.

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Details

Who the end user is and how you know: A badge above the fields tells you where the identity came from:

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RAG

This tab shows every time the agent searched your knowledge base in this conversation. Each search shows the query, how many chunks came back, and the best match score. Expand it to read each chunk and the page it came from. Scores are color-coded: green for 70% and above, amber for 50% and above, and red below 50%. Many low scores on a question usually mean your knowledge base doesn’t cover it yet.

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Traces

A step-by-step replay of the conversation for debugging. Step through each message, the agent’s reasoning, every action it took on the page with the page before and after, tool requests and their output, and any errors from the end user’s browser. Use the arrow keys to move between steps.

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Reply as a human

The composer at the bottom of the Chat tab has two modes. Switch between them with the menu on its left. Type your message and press Enter, or click Send (Add Note for a note). Press Shift+Enter for a new line.
Once you send a Reply, the conversation belongs to your team. The AI agent stops answering in that conversation for good, and later messages from the end user wait for a teammate.
In the widget, the end user sees Support Agent joined the conversation, and your replies are labeled Support Agent. Suggestion chips are hidden from then on. A reply also reopens a closed conversation and wakes a snoozed one. A note changes nothing. If the end user doesn’t see your reply in the widget within a few minutes, Argide can email it to them. See Email notifications.

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Close, snooze, and reopen

When you snooze, pick Later today, Tomorrow, Monday, One week, One month, or Custom for a date and time. You can also type a duration, such as 1 hour or 1 week. A snoozed conversation also wakes up as soon as the end user sends a new message. A message from the end user reopens a closed conversation too.

Escalation & handover

Decide what happens when users ask for a person

Satisfaction (CSAT)

Ask end users to rate closed conversations