Conversation Logs

How to track and analyze chatbot interactions

📌 Overview

Conversation Logs provide a centralized place in the indigo.ai platform where you can view the full list of chatbot conversations and their corresponding Evaluator results. This section allows teams to analyze every single conversation, understand how evaluators and guardrails performed, and start any necessary debugging flows.

✅ Benefits

• Detailed visibility → review all conversations in one place, with full evaluator and guardrail outcomes.

• Operational efficiency → quickly identify issues, user feedback, or API errors without switching tools.

• Debug-ready → inspect conversations in detail, including errors and triggers, to improve the chatbot’s performance.

💬 What is a Conversation Log?

A Conversation Log represents one interaction between a chatbot and an end-user.

• A conversation begins when the user starts the chat and ends when they click Close Chat.

• Multiple conversations together form a chat.

• In the Conversation Logs view, you can browse the list of conversations and check how evaluators and guardrails performed for each one.

⚙️ How to access and use Conversation Log

You can find Conversation Logs in the Indigo.ai platform under the Utilities section of the left-hand menu.

Available features

• Add Filter → filter conversations by properties such as Username, Messages, Session Duration, and more.

• Date filter → choose the time range of conversations (e.g., Today, From the beginning, custom ranges).

• Export → download the filtered list of logs as a CSV file for external analysis or reporting.

💡Tip: Combine property filters with date ranges to quickly isolate relevant conversations (e.g., all production conversations from the past week where API errors occurred).

📂 Logs list

Each row in the logs list corresponds to a single conversation. Columns display both conversation properties and Evaluator outcomes.

Conversation properties

• Username → the identifier of the user who started the conversation.

• First Message → the first message sent by the user.

• Messages → total number of messages exchanged.

• Date → date and time the conversation started.

• Session Duration → total duration of the conversation.

• Source → environment where the conversation took place (e.g., Production or Testing).

User feedback

• User Feedback → 👍 or 👎 provided by the user (zero, one, or multiple feedback items).

• CSAT → numerical satisfaction rating submitted voluntarily by the end-user (e.g., 1/5, 3/5).

• API Errors → number of API errors during the conversation (with details available in the log view).

CSAT vs. AI CSAT — The CSAT column shows the rating the user submitted. If you have the AI CSAT evaluator enabled, its result appears separately in the Evaluator results columns — it is an AI-generated score, not a user-submitted one.

Workflow columns

• Assignee → workspace member assigned to review this conversation. Empty when unassigned. Click the cell to assign or reassign; click the current assignee to unassign.

• Status → review status of the conversation. A circle icon indicates unchecked (default); a filled circle indicates checked ("done"). Use this to track which logs have been reviewed by your team.

Evaluator results

There is one column for each evaluator output:

• Score → 1–10, with success threshold.

• Boolean → true/false, with success threshold.

• Guardrail → activated / not activated.

• Label → zero, one, or multiple labels.

⚙️ Actions available in the Logs table

• Sort conversations (ascending/descending).

• View conversation details.

• Search conversations.

• Filter by date.

• Select which columns to show/hide.

• Refresh the list to load new conversations.

• Open a detailed log view to analyze evaluator results.

👥 Assignment and status tracking

Conversation Logs support a lightweight review workflow to help teams manage log triage collaboratively.

Assigning a conversation

You can assign any conversation to a workspace member for review.

• Assign from the table → click the assignee cell in the row. A dropdown lists all workspace members; search by name to filter. Click a member to assign.

• Reassign or unassign → click the assignee cell again. Clicking the currently selected member removes the assignment.

• Bulk assign → select one or more rows using the checkboxes, then use the action bar that appears at the bottom of the table to assign all selected conversations to a member at once.

• Filter by assignee → use the filter panel (Add Filter) to show only conversations assigned to a specific member, or conversations with no assignee.

Marking conversations as reviewed

Each conversation row has a status icon that acts as a "done" toggle, similar to a to-do checklist.

• Mark as done → click the circle icon on a row (or press the keyboard shortcut on a focused row) to mark the conversation as reviewed. The icon changes to a filled circle.

• Move to backlog → click the filled circle again to move the conversation back to an unchecked state.

• Bulk mark → select multiple rows, then use the action bar to mark all selected conversations as done or move them back to backlog at once.

• Filter by status → use the filter panel to show only checked or unchecked conversations.

🔎 Log details

When you open a log in the side panel, you can:

1. View conversation details

   1. Username (editable).

   2. Date and time of the conversation.

   3. Session duration.

   4. Number of exchanged messages.

   5. User feedback (👍/👎).

   6. API errors.

   7. Guardrail activations (e.g., jailbreak detected).

2. Inspect the conversation

   1. Read the full exchange between the user and the assistant.

   2. See API error indicators and guardrail activations tied to messages.

   3. Access extra details or flag issues.

3. Analyze log insights

   1. Evaluators → review evaluation results, with error conditions highlighted first.

   2. CSAT → view user satisfaction scores, comments, and feedback timestamps.

   3. AI CSAT → if the AI CSAT evaluator is active, its score appears here separately from the user CSAT.

🔀 Change the agent or workflow of a message

When you inspect a conversation, each assistant message shows the agent or workflow that generated it. If a message was handled by the wrong agent or workflow, you can flag the correction without leaving the log:

1. Open the log details and locate the message.

2. Click Change next to the agent/workflow label of that message.

3. In the Change agent/workflow panel, select the correct agent or workflow.

4. Review the prefilled issue — it already includes the link to the conversation, the original and the new agent/workflow, and a field for the reason — and create it.

The correction is tracked as an issue in the Issue Tracker, giving your team a structured way to review misrouted messages and improve the assistant over time. You can do this for any message in the conversation, not just the most recent one.

This option requires the Issue Tracker to be enabled in your workspace.

🔄️ Chats vs. Conversations

The Chats section now also displays the individual conversations within each chat. From here, you can:

• Navigate between conversations in the same chat using the right-hand sidebar or search bar.

• See at a glance where each conversation begins and ends.

• Review the full exchange, including CSAT scores and Evaluator results.