Asking questions about conversations
Chat answers plain-language questions about a voice application's calls — once someone switches it on. Until Chat enabled is set, the whole screen reads Chat isn't enabled for this app.
- The Voice IntELIEgence module visible in your left-hand navigation.
- These permissions: Voice · App — VIEW, Voice · Conversation — VIEW.
- Chat enabled for the application, under Settings → KB & Chat — it needs a knowledge base attached first. Cross-app chat is a separate toggle; both start off.
If Voice IntELIEgence isn't in your navigation, your role doesn't have visibility for it — ask a workspace administrator, or see Permissions and module visibility.
Steps
Select Chat in the application’s left-hand sections, or Open chat in its header — the pane is headed Ask Voice IntELIEgence.
Scope offers Across all conversations and Single conversation. The first is greyed out — Cross-app chat is off in Settings → KB & Chat — until Cross-app chat is on too. For one call, choose Single conversation and pick it in Select a conversation…, which lists only Completed, Waiting for Review and Partially completed calls. Switching either starts a fresh chat.
Type into Ask anything about your conversations… and press Enter. Or select a suggested question on the empty pane — there may be none. Stop generating halts it part-way; Scroll to latest returns you to the newest reply.
Under a finished answer, a toggle reading Sources with the number cited expands one chip per source; select a chip to read the passage behind it. Source unavailable marks one you cannot reach.
Rate an answer Helpful or Not helpful — a thumbs-down asks What went wrong? — and Thanks for your feedback. confirms it. Threads are kept: History → Recent chats reopens one; New chat starts afresh.
What success looks like
- A Sources toggle sits under the finished answer.
- Thanks for your feedback. confirms your rating.
- The thread survives a reload — History lists it under Recent chats.
If something goes wrong
| Symptom | Likely cause | What to do |
|---|---|---|
| Chat isn't enabled for this app fills the screen. | Chat enabled is off. | Switch it on — see Application settings. |
| Across all conversations is greyed out. | Cross-app chat is a second, separate toggle. | Switch it on in the same section. |
| This conversation hasn't finished processing into the knowledge base yet. | Not in the knowledge base yet. | Check its progress in Conversations, then ask again. |
| The picker reads No conversations. | No call has finished processing. | Wait for one. |
| The reply declines, tagged Stopped at:. | Nothing retrieved was relevant enough. | Rephrase using wording you expect in the call. |
Next
- Working with conversations — transcripts and outputs.
- Application settings — both chat toggles.
- Asking a knowledge base directly — chat outside Voice.