How do I view conversation details?
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Description |
Integrations | Enables platform integrations so conversations can be imported from your contact centre, CRM, or chat tool |
Required Permissions:
View imported contacts — to access the conversations list and open a conversation
View attached files — to view the transcript and play audio recordings
The conversation detail view is the central place for reading a transcript, playing the audio, and checking the metadata for a single contact. You can open it from the conversations list, from an evaluation, or from search results.
Step 1: Open the conversation
There are three common ways to open a conversation.
From the Conversations list
In the main menu, click Conversations.
Click Imported contacts & filters.
Find the conversation you want in the table. Use the date picker, search bar, and filters at the top of the page if you need to narrow the list down.
Click View in the actions column on the contact's row.
If View is greyed out, the conversation is either still being processed by the integration or has not yet been matched to an agent. Wait for processing to finish, or use Link to Agent first if the contact shows as "Agent Unmatched".
From an evaluation
If you are evaluating a contact, the transcript and audio appear directly inside the evaluation screen. You do not need to open the conversation separately. Switching to the conversation view is useful when you want to read or listen without scoring.
From search results
If you have searched or filtered the conversations list, click View on any matching row to open the conversation. See How do I find conversations by attribute? for the full search and filter walkthrough.
Step 2: Read the conversation header
The header at the top of the conversation page shows the key facts about the contact at a glance:
Contact reference — the unique identifier from your source system (for example, the Zendesk ticket number or the call ID from your telephony platform)
Source — the integration the conversation came from (Zendesk, Intercom, Five9, and so on)
Channel — the communication medium (voice call, chat, email, messaging)
Agent — the agent who handled the contact, linked to their evaluagent profile
Contact start date and time — when the interaction took place
Handle time — the total duration of the interaction
Status — whether the contact is ready, processing, evaluated, or unmatched
For more detail on what each of these fields means and where the data comes from, see Understanding conversation metadata.
Step 3: View the transcript
Below the header, the transcript pane shows the full conversation as a readable thread.
For voice calls, each line of the transcript shows:
The speaker label — Agent or Customer
The timestamp at which that utterance occurred in the call
The transcribed text
For digital channels (chat, email, messaging), the transcript shows each message with the speaker, the time the message was sent, and the message body.
Where supported by your integration, bot or system messages are labelled separately so you can tell automated responses apart from human agent replies. For more on how bot messages are handled, see Understanding chatbot conversations.
If you can see the conversation in the list but the transcript shows a permission warning instead of the content, you do not have the View attached files permission. Ask your evaluagent administrator to add it to your role.
Step 4: Play the audio (voice calls only)
For voice calls, an audio player appears at the top of the conversation page. Use the player to:
Click Play to start playback
Drag the playhead to skip to a specific point in the call
Adjust the volume or playback speed
Click on a line in the transcript to jump the audio to that point
The transcript and audio stay in sync, so the line being spoken is highlighted as the recording plays.
If the audio player does not appear:
The contact may be a digital channel conversation (chat or email) with no audio recording
The audio file may have been deleted by an administrator
You may not have the View attached files permission
Step 5: Check the metadata sidebar
The sidebar on the right of the conversation page shows additional metadata, organised into sections. The exact fields depend on the integration the contact came from, but typical sections include:
Contact details — channel, direction (inbound or outbound), source, contact type, and timing
Custom fields — any metadata mapped from your integration, such as Zendesk tags, Intercom conversation attributes, Salesforce case fields, or Freshdesk ticket properties
AI insights — auto-generated tags, topics, sentiment scores, and predicted metrics like xNPS, xResolution, xRepeats, or xVulnerability where these features are enabled
Summary — a SmartScore-generated summary of the conversation, if SmartScore is enabled and the contact has been auto-tagged
Custom fields are configured by your administrator in Conversations > Integrations. If a field you expect is missing, the field mapping for the integration may need updating.
Step 6: View attachments
If the contact has files attached — screenshots, documents, exported chat logs — they appear in an attachments panel on the conversation page. Click an attachment to open or download it.
You need the View attached files permission to download or preview attachments. For voice contacts, the audio recording is itself an attachment and follows the same permission.
What you can do from the conversation view
From the conversation page you can also:
Start an evaluation — click Evaluate to open a scorecard against this contact (requires the Evaluate permission)
Add to a calibration session — click Calibrate if calibration is enabled and you have the Calibrate permission
Link the contact to an agent — if the contact shows as Agent Unmatched, use Link to Agent to match it manually
Re-run analytics or auto-tag — administrators with the right permissions can refresh AI analysis on the contact
For the full list of actions available from the conversations list, see Managing imported contacts.
Troubleshooting
The View button is disabled
The contact is either still being processed by the integration, or it has not been matched to an agent. Wait for processing to complete, or match the agent first.
I can see the conversation but not the transcript or audio
You don't have the View attached files permission. Ask your evaluagent administrator to update your role.
The audio player isn't loading
Refresh the page. If the recording still doesn't load, the audio file may have been deleted, or the integration may not store audio for this contact type. Check with your administrator.
The metadata sidebar is missing fields I expect
The integration's field mapping may not include those fields. For Zendesk, Intercom, Salesforce, and Freshdesk, administrators can choose which fields appear using Metadata Field Mapping in the integration settings.