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Viewing Conversations

See every chat your agent has had with customers. Here's how to find and read conversations.

Accessing customer conversations​

  1. Click Customers in the sidebar
  2. You'll see a list of all your customers

Each row shows:

  • Customer name (if provided)
  • Email or phone number
  • Channel (website, WhatsApp, Instagram, Messenger, or Salla)
  • Date of conversation
  • Preview of the last message

Viewing a conversation​

Click on any customer to open the full conversation.

You'll see:

  • The complete chat history
  • Who said what (customer vs. agent)
  • Timestamps for each message
  • Any contact information collected

Searching and filtering​

Dashboard stats​

At the top of the Customers page, you'll see key metrics:

  • Total customers - How many people have chatted with your agents
  • New customers this month - Recent customers with percentage change from last month
  • Total conversations - All conversations across your agents
  • New conversations this month - Recent conversations with trend indicator

These stats help you quickly understand how your agents are performing.

Search by name, email, or phone​

Use the search bar to find specific customers:

  • Type a name
  • Type an email address
  • Type a phone number

Filter by agent​

If you have multiple agents, filter to see customers from a specific one.

Filter by status​

Filter customers by their current status to focus on the ones that matter most.

Filter by date​

Narrow down to a specific time period:

  • All time
  • Last 7 days
  • Last 30 days
  • Last 90 days

Filter by channel​

See only customers from a specific channel:

  • Website chat widget
  • WhatsApp
  • Instagram
  • Messenger
  • Salla

Sort results​

Sort your customers by name, date, status, or number of conversations - in ascending or descending order.

Understanding what you see​

Customer messages​

What the customer typed or sent.

Agent messages​

How your AI agent responded.

System messages​

Automated messages like greetings or handoff notifications.

Timestamps​

When each message was sent. Helpful for understanding conversation flow and response times.

What to look for​

Successful conversations​

  • Customer got their answer
  • Agent handled questions well
  • Positive tone throughout

Improvement opportunities​

  • Agent said "I don't know" often
  • Customer seemed frustrated
  • Questions your agent couldn't answer
  • Wrong or incomplete answers

Follow-up candidates​

  • Customer showed buying interest
  • Request for human contact
  • Unresolved issues
  • Complex needs requiring personal attention

Taking action​

Follow up with customers​

If a customer shared contact info and needs follow-up:

  1. Note their email or phone
  2. Review what they needed
  3. Reach out personally

Improve your agent​

If you spot issues:

  1. Add FAQs for questions your agent missed
  2. Update training content
  3. Retrain your agent
  4. Check if it improves

Track patterns​

If you see the same questions repeatedly:

  • Add clear FAQs for those topics
  • Consider if your website needs better info
  • Look for product or service issues

Refreshing the list​

Conversations appear in near real-time. If you're watching for new chats:

  • The page updates automatically
  • You can refresh manually for the latest

Mobile access​

You can view customers from your phone by logging into TAB's web interface. The layout adjusts for smaller screens.

Privacy note​

Conversation data is stored securely. Only people in your workspace can see your customers. We don't share or sell your customer data.

Next steps​