Conversations

Conversation Details:
  ID: conv_abc123xyz
  User: user_456 (john@example.com)
  Started: 2024-01-15 14:30:00
  Duration: 5 minutes
  Messages: 8 (4 user, 4 assistant)
  Status: Resolved
  Satisfaction: Positive

Filters:
  Date Range: Last 7 days
  Status: [Active, Resolved, Escalated]
  Satisfaction: [Positive, Neutral, Negative]
  User Type: [Identified, Anonymous]
  Tags: [bug, feature-request, support]

Sort By:
  - Most Recent (default)
  - Duration
  - Message Count
  - Satisfaction Score

User: How do I integrate the API?
Assistant: To integrate our API, follow these steps...
[Sources: API Documentation, Getting Started Guide]

User: What authentication method should I use?
Assistant: We recommend using API keys for server-side...
[Sources: Authentication Guide]

User: Thanks, that helps!
Assistant: You're welcome! Is there anything else...

[Feedback: 👍 Helpful]

Resolution Signals:
  - User says "thanks" or "that helps"
  - Positive feedback received
  - No activity for 5 minutes
  - User explicitly closes chat
  - Question answered with high confidence

Live Dashboard:
  Active Conversations: 23
  Average Wait Time: 1.2s
  Queue Length: 5

  Active Users:
    - user_123: Asking about pricing
    - user_456: Technical support
    - anonymous_789: Getting started

  Alerts:
    - Long conversation (>10 min)
    - Multiple failed attempts
    - Escalation requested

Actions:
  Join Conversation:
    - Take over from AI
    - Provide human response
    - Co-pilot with AI

  Send Message:
    - Custom response
    - Suggested articles
    - Contact information

  Escalate:
    - Assign to team member
    - Create support ticket
    - Schedule callback

// Search examples
search: {
  query: "payment error",
  user: "john@example.com",
  dateRange: {
    from: "2024-01-01",
    to: "2024-01-31"
  },
  hasNegativeFeedback: true,
  minDuration: "5m",
  sources: ["pricing-page"]
}

Saved Filters:
  "Needs Review":
    - Negative feedback
    - OR Duration > 10 minutes
    - OR Status = Escalated

  "Success Stories":
    - Positive feedback
    - AND Resolved quickly (< 2 min)
    - AND High confidence answers

  "Common Issues":
    - Tagged as bug
    - OR Contains "error"
    - OR Low confidence responses

Daily Metrics:
  Total Conversations: 234
  Unique Users: 189

  Resolution Rate: 87%
  Average Duration: 3.5 minutes
  Messages per Conversation: 4.2

  Satisfaction Breakdown:
    Positive: 72%
    Neutral: 20%
    Negative: 8%

Common Topics:
  1. API Integration (23%)
  2. Pricing Questions (18%)
  3. Account Issues (15%)
  4. Feature Requests (12%)
  5. Bug Reports (10%)

Peak Hours:
  - 10 AM - 12 PM (highest)
  - 2 PM - 4 PM (high)
  - 6 PM - 8 PM (moderate)

User Behavior:
  - Average questions per user: 2.3
  - Return rate: 34%
  - Escalation rate: 5%

User Profile:
  ID: user_123
  Email: john@example.com
  Name: John Doe

  Account Info:
    Plan: Pro
    Signup Date: 2023-06-15
    Last Active: Today

  Custom Attributes:
    Company: Acme Corp
    Role: Developer
    Team Size: 10-50

Previous Conversations:
  1. 2024-01-10: API setup help (Resolved)
  2. 2024-01-08: Billing question (Resolved)
  3. 2024-01-05: Feature request (Noted)

Common Questions:
  - API authentication
  - Rate limits
  - Webhook configuration

Satisfaction Trend: Improving ↑

Auto-tags:
  Based on Content:
    - "pricing" → Pricing Question
    - "error", "bug" → Technical Issue
    - "how to" → Tutorial Request
    - "cancel", "refund" → Account Issue

  Based on Outcome:
    - Low confidence → Needs Improvement
    - Escalated → Priority Review
    - Quick resolution → Success Story

Custom Tags:
  - feature-request
  - competitor-mention
  - churn-risk
  - upsell-opportunity
  - documentation-gap
  - product-feedback

Export Formats:
  - CSV: For spreadsheet analysis
  - JSON: For programmatic processing
  - PDF: For reports and documentation
  - TXT: Plain text transcripts

Export Filters:
  - Date range
  - Specific users
  - Tags/categories
  - Satisfaction scores

Weekly Report:
  Recipients: team@example.com
  Schedule: Every Monday 9 AM

  Contents:
    - Conversation volume
    - Resolution rates
    - Common topics
    - Negative feedback summary
    - Escalation details

Privacy Settings:
  PII Redaction: Automatic

  Redacted Elements:
    - Email addresses
    - Phone numbers
    - Credit card numbers
    - SSN/Tax IDs

  Retention:
    Default: 90 days
    Minimum: 30 days
    Maximum: 365 days

  User Rights:
    - Request transcript
    - Request deletion
    - Opt-out of analysis

Compliance:
  GDPR:
    - User consent tracking
    - Data export on request
    - Right to deletion
    - Processing logs

  CCPA:
    - Do not sell flag
    - Data disclosure
    - Deletion requests

  Audit Trail:
    - Who viewed conversation
    - Actions taken
    - Exports generated

// List conversations
const conversations = await ask0.conversations.list({
  project: 'proj_123',
  limit: 50,
  filters: {
    dateFrom: '2024-01-01',
    status: 'resolved',
    hasFeedback: true
  }
});

// Get specific conversation
const conversation = await ask0.conversations.get('conv_abc123');

// Add tag
await ask0.conversations.tag('conv_abc123', ['important', 'follow-up']);

// Export conversations
const exportUrl = await ask0.conversations.export({
  format: 'csv',
  dateRange: 'last_30_days',
  filters: {
    satisfaction: 'negative'
  }
});

// Get conversation analytics
const analytics = await ask0.conversations.analytics({
  period: 'last_7_days',
  groupBy: 'day'
});

Automation Rules:
  Negative Feedback:
    Action: Create support ticket
    Assign: Support team
    Priority: High

  Long Conversation:
    Condition: Duration > 15 minutes
    Action: Alert team lead
    Message: "Conversation needs attention"

  Keyword Detection:
    Keywords: ["cancel", "refund", "unhappy"]
    Action: Tag as churn-risk
    Notify: Customer success team

Integrations:
  Slack:
    - Post escalations to #support
    - Daily summary to #analytics

  Zendesk:
    - Create tickets for escalations
    - Sync conversation history

  CRM:
    - Update customer records
    - Log interaction history

  Analytics:
    - Send events to Segment
    - Track in Google Analytics

QA Process:
  Daily:
    - Review escalated conversations
    - Check negative feedback
    - Monitor active long conversations

  Weekly:
    - Analyze conversation patterns
    - Review AI response quality
    - Identify knowledge gaps

  Monthly:
    - Comprehensive quality audit
    - Update response templates
    - Team training on findings