Sessions
The Sessions screen is your main workspace for monitoring conversations between AI agents and customers. A session is one complete conversation in a single channel — open the screen from Sessions in the left menu.
Use it to:
- Check how an agent handled real conversations after you launch it.
- Investigate a customer complaint or an unexpected agent answer.
- Verify that the agent collects the session results you configured.
- Hand an active conversation over to a human agent.
Before you start
- At least one agent has handled conversations. Test sessions from the Playground also appear here.
- You are signed in to the portal. What you can do on this screen depends on your role — some actions, such as handing a session over, require additional permissions.
Find your way around
The screen has three areas. Drag the divider between the table and the chat to resize them.
- Sessions table (left) — the list of sessions.
- Chat (center) — the full message history of the selected session, with the message count next to the panel title.
- Parameters & results (right) — a collapsible panel with contact info, session parameters, and session results. Click the panel label to collapse or expand it.
The page header has three buttons:
- Search — opens the Session Filters dialog. See Find a session.
- Import session — creates a session from an audio recording. See Import a session from audio.
- Export sessions — downloads one agent's sessions as a JSON file. See Export sessions.
Sessions table columns
| Column | Description |
|---|---|
| Agent | The AI agent that owns the session. A pulsing dot before the name means the session is still active (no finish time yet). |
| Channel | Channel icon (Web, WhatsApp, Telegram, Email, and so on). Hover to see the channel name. |
| Responsible (headphones icon) | Shows AI while the agent handles the session. After a handover, shows the avatar of the assigned human agent — hover to see the name — or Unassigned. |
| User | Customer name. Click or hover to open a User info popover with Name, id, External id, and, for web sessions, an isMobile flag. |
| Start | Session start date and time. Sortable. |
| Last message (clock icon) | Date and time of the most recent message. Sortable. |
| Messages (message icon) | Number of messages in the session. |
| Location (pin icon) | Country flag based on the customer's IP address. Hover to see country and city. Shown for web channels. |
| IP | Customer IP address (web channels). |
| Finish time (clock icon) | Time the session ended, or --- while it is still active. |
Click the sort icon next to Start or next to the last-message column to switch the sort key; the active sort icon is highlighted. The table loads sessions in pages — click Load More at the bottom to fetch older sessions.
Click any row to open the session: the conversation appears in the Chat panel, and the Parameters & results panel shows that session's data. Below the chat you find the Logs button, the Hand over to the operator button, and — for voice sessions with a recording — a download button for the audio.
Common issues
- A session does not appear in the list. Check the active filters — the Search button icon is highlighted when any filter is applied. Open Session Filters and click Reset, or remove filters one by one to find the restrictive one.
- Country and IP filters return nothing. These fields are populated for web sessions; messenger and email sessions usually carry no IP data.
- The chat looks empty for a voice session. The transcript may still be processing — a placeholder is shown during transcription. Refresh after a moment.
- You cannot tell whether the AI or a person answered. Human agent messages always show the agent's name in the bubble header, and the Responsible column shows who currently owns the session.
- Session results are empty although the conversation looks complete. Check the agent's conversation results configuration, then open Trace Logs to see whether a result-collecting call ran.
- The Trace Logs tab is missing. Your tenant is on the Free plan; traces are available on paid plans.
- No logs found. Logs may not be written yet for a session that started moments ago — click Refresh in the Logs drawer.
- Nobody picks up a transferred session. The handover puts the session into the shared incoming queue. Make sure human agents are online in the Human Agents workspace.
- The Import session or Export sessions button is disabled. Your role does not include the required permission — ask your administrator.
- An imported call does not appear right after the confirmation. Processing runs in the background and can take a while, depending on the length of the recording — the session appears when transcription finishes.
- The audio download button is missing. Only voice sessions with a stored recording show the download button.
Related pages
- 360 View — the full customer profile behind a session
- Human Agents — the workspace that receives handovers
- Simple mode — configure conversation results and human handoff
- Playground — create test sessions without connecting a channel
- Campaigns — outbound conversations that also appear as sessions
- Call Analytics — agents that process imported call recordings
- Session Statuses — every final status a session can receive