EngageEngageStart Setup

Conversations

How do I review conversations and dashboard activity?

5 minute read

Reviewed September 3, 2026

Short answer

Short answer

Use the authenticated dashboard or operator views to review the workspace's conversation list and open a transcript. Conversation events, visitor context, lead information, channel capabilities, and human-control state are shown only within the authorized tenant context.

Before you start

  • An authenticated AJAI account with access to the correct workspace
  • The correct tenant selected before reviewing conversation or lead data
  • A business purpose for opening the customer record

Start with the queue, then open the transcript

The conversation list is the fast way to find new, waiting, live, or handled work. Open the detail view to read the ordered transcript and understand what the visitor was trying to do before changing status or replying.

  1. 01Confirm the selected workspace.
  2. 02Use the conversation or lead list to find the relevant item.
  3. 03Open the detail view and review the latest events in order.
  4. 04Check the channel and reply capability before sending anything.
  5. 05Record or complete the next action using your team's agreed process.

Read summaries as navigation, not source records

A summary can help an operator scan a queue, but the transcript and the applicable system of record remain the better source for important details. Verify names, commitments, appointments, and account-specific facts before acting on them.

Keep private records private

Do not paste customer conversations, lead details, or internal prompts into public documents or unapproved tools. Share only the minimum information needed with people who are authorized to handle the request.

Availability and limits

What to keep in mind

  • Available filters, summaries, and reply controls vary by channel and workspace capability.
  • Dashboard summaries can be incomplete or stale; verify consequential details in the transcript or system of record.
  • Public help pages never expose tenant conversations, leads, private prompts, or customer identities.

Keep going

Related guides

View all guides

How does human takeover work?

Join an active Engage conversation, send a direct operator reply, and return control to the assistant when the human exchange is complete.

Read guide

How does Engage capture and route a lead?

See how Engage turns a useful website conversation into contact context and a configured human follow-up path.

Read guide

What data can Engage process, and how is it handled?

Review the data Engage may process, public-site analytics consent, customer controls, and safe support practices.

Read guide

Need a specific answer?

Review your Engage flow with AJAI.

Book a Review

Already using Engage? Contact support or review the Privacy Policy.