Browsing conversations

Every call in a voice application is a row on its Conversations list. This page gets you to the right row, and shows what each row lets you do, including removing it.

What you'll need

• The Voice IntELIEgence app in your top bar.
• These permissions: Voice · Conversation - List, Voice · Conversation - View.
• A voice application with conversations in it. Removing conversations also needs Voice · Conversation - Delete.

If Voice IntELIEgence isn't in your top bar, your role can't view it or your plan doesn't include it. Ask a workspace administrator, or see Permissions and module visibility.

Steps

1. Open the list

   Open the application and select Conversations in its menu. The number beside it counts the calls waiting for review. The newest calls are at the top.

   

   Inbound Support's Conversations list with Conversations ringed in the menu: four calls, one at Exception, one Completed with an A grade and two Waiting for review, each with its channel, sentiment, grade, start time and a row menu.

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2. Narrow it

   Type part of a file name into Search by name. Status (All) filters by status, Topic (All) by a topic the calls were tagged with, and View Channel (All) by where the call came from: Manual upload, IntELIEKonnect import or API integration.

   

   The Status filter open, listing Queued, Processing, Paused, Completed, Waiting for review, Partially completed and Exception.

3. Sort it

   Select the Conversation or Started column heading to sort by it, and again to reverse the order. Rows per page under the table sets the page size.

4. Open or act on a row

   Select a conversation's name to open it. The three dots at the end of a row offer Open conversation, Download audio, Copy conversation ID, Flag & Retry… and Re-run pipeline, plus Resume on a paused call.

   

   The row menu of late-delivery-order-4502.m4a open, offering Open conversation, Download audio, Copy conversation ID, Flag & Retry, Re-run pipeline and Remove conversation.

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5. Remove what you no longer need

   Select Remove conversation… in the row menu, check the name, then select Remove conversation. To clear several, tick their rows and select Remove in the bar that replaces the filters.

   

   The Remove late-delivery-order-4502.m4a? dialog warning that the conversation, its audio, transcript and outputs are deleted permanently, with Cancel and Remove conversation.

What success looks like

• The count above the table, as in Showing 4 from 4 conversations, matches your search and filters, and rows still processing update by themselves every few seconds.
• With nothing uploaded the page reads No conversations yet; with filters that match nothing, No conversations match your filters and Clear filters.
• After a removal, a message says how many conversations were removed.

Before you remove a conversation

Removing cannot be undone. It deletes the audio, transcript and outputs, and takes the transcript out of the application's knowledge base and out of IntELIEDocs, as far as your own permissions there allow. If they do not, the message afterwards names where a copy remains. A conversation being added to a knowledge base at that moment cannot be removed until that finishes.

If something goes wrong

Symptom	Likely cause	What to do
Conversations is missing from the menu.	Your role cannot list conversations in this application.	Ask the owner or an administrator. See Access.
There are no tick boxes and no Remove conversation….	Your role cannot remove conversations here.	Ask for Voice · Conversation - Delete.
Flag & Retry… is greyed out.	The call is approved, still processing, or your role cannot re-run it.	Point at it for the reason.
Failed to remove conversation(s).	Every removal was refused.	Refresh the list, then try one row at a time.
A row reads Exception or Partially completed.	A stage failed.	Hover the badge for the stage and reason. See Conversation statuses.

Next

• Reviewing a conversation - what to do once it is open.
• Uploading conversations - adding more calls.
• Asking questions about conversations - putting a question to all of them.