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Activity & Leads

View conversation logs and manage captured leads.

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Chat Logs

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What’s Tracked

• All messages (user and agent)
• Timestamps and response times
• User satisfaction ratings
• Conversation status (completed, active, abandoned)
• Channel source (web, WhatsApp, Telegram, Discord)

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Accessing Chat Logs

1. Navigate to Agent Dashboard
2. Click Activity or Chat Logs tab
3. View conversation list

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Filtering Options

By Date: Today, Last 7 days, Last 30 days, Custom range By Status: All, Completed, Active, Abandoned By Satisfaction: All, High (4-5 stars), Low (1-2 stars), Unrated By Content: Search keywords, user ID, or session ID

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Conversation Details

Click any conversation to view:

• Full message thread with timestamps
• Response time for each message
• Confidence scores
• User feedback (helpful/not helpful)
• Conversation metadata

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Response Speed Indicators

• Green (< 500ms) - Fast
• Yellow (500ms-1s) - Normal
• Red (> 1s) - Slow

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Leads

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Lead Information

Contact Details:

• Name, email, phone
• Company and position
• Capture date and source

Sales Status:

• New - Not yet contacted
• Contacted - Sales team reached out
• Qualified - Interested prospect
• Converted - Became customer
• Lost - Not interested

Lead Quality:

• Priority (High/Medium/Low)
• Score (numeric rating)
• Conversion value

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Accessing Leads

1. Navigate to Agent Dashboard
2. Click Leads tab
3. View lead list

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Lead Management

Assign Lead:

1. Open lead
2. Click Assign To
3. Select team member

Add Notes:

1. Open lead
2. Click Add Note
3. Write details and save

Update Status:

1. Open lead
2. Select new status from dropdown
3. Save

Set Follow-Up:

1. Open lead
2. Click Set Follow-Up Date
3. Choose date/time

Track Conversion:

1. Update status to Converted
2. Enter deal value
3. Mark close date

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Filtering Leads

By Status: New, Contacted, Qualified, Converted, Lost By Source: Agent, channel, time period By Quality: High, Medium, Low priority

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Common Tasks

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Export Conversations

1. Open Chat Logs
2. Click Export
3. Choose format (JSON or CSV)
4. Configure options and download

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Share Conversation

1. Open conversation
2. Click Share
3. Copy link or email to team

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Review Low-Satisfaction Conversations

1. Filter for 1-2 star ratings
2. Read conversations
3. Identify common issues
4. Update knowledge base or agent settings

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Monitor Lead Quality

1. Review recent leads
2. Check conversion rate
3. Verify leads match target customer
4. Adjust agent qualification if needed

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Best Practices

Lead Management:

• Review new leads daily
• Assign within 24 hours
• Follow up within 48 hours
• Update status regularly

Activity Review:

• Weekly: Check new leads and low-satisfaction chats
• Monthly: Analyze patterns and lead quality
• Quarterly: Long-term trend analysis

Privacy:

• Respect GDPR/CCPA regulations
• Keep data secure
• Don’t share without permission
• Maintain retention policy

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Data Retention

All conversation and lead data is retained indefinitely. Export for backup or analysis as needed.