Chat history
Every conversation your AI agent has is saved here so you can review what visitors ask, spot gaps in your knowledge, and improve your answers over time.
Open Chat history in the app →
What you can see on each plan
Conversations from tests you run inside Dante AI (the Sandbox and Playground) are always visible. Conversations from your live, published agent require a paid plan.
| Plan | What shows in Chat history |
|---|---|
| Free | Preview only. Just the chats you ran inside Dante AI (Sandbox and Playground), with their full transcripts readable. Export is locked. |
| Starter and up | Every real visitor conversation from your published agent across all channels, plus export. |
On Free the page shows a Preview label. You can always open and read your own Sandbox and Playground test chats, and the widget preview picks up where you left off. Upgrade to Starter to unlock real visitor chats and exporting.
The conversation list
The left panel lists one row per conversation. Each row shows:
- Visitor, the name they gave through lead capture when available, otherwise a stable label like User 0001 or Visitor a1b2c3d4.
- Title, a short summary of the conversation, or Untitled conversation if none has been generated.
- Status, one of Active, Idle, Closed, or Live.
- Channel and message count, the source of the chat and how many messages it holds.
- Last activity, when the most recent message arrived.
- Satisfaction, an emoji rating if the visitor rated the chat.
Channels are Widget, Sandbox, API, WhatsApp, Slack, and Email. Use the Search box at the top of the list to filter by visitor, title, or channel. Click any row to open its full transcript on the right.
Reading a transcript
The transcript shows the visitor's messages and your agent's replies in order. When the agent looked something up, a Knowledge search step appears in line. Open its Details to see exactly which sources matched, each with a match score and a link to the original page or document, useful for spotting where the agent got something wrong and which source needs an update.
Individual replies can also carry:
- Credits charged, a small badge showing how many credits the reply used.
- Thumbs up or down, feedback left on the reply (read-only here).
- Live agent replies, messages a human teammate sent when they took over the chat.
Improving answers from a bad reply
When a reply has a thumbs-down, a Resolve button appears next to it. Click it, and a box opens pre-filled with the visitor's original question. Type the correct answer (and an optional internal note) and save. That adds a Q&A pair to the agent's knowledge so it answers correctly next time, and marks the reply resolved.
Exporting
- One conversation, the Export button in the transcript header offers JSON, CSV, or emailing a formatted copy of the transcript to any address.
- The whole list, the Export all button offers JSON, CSV, Markdown, or HTML (HTML prints cleanly to PDF). Export all covers the list rows, not full transcripts, so use the per-conversation Export when you need the messages.
Exporting is a paid feature. On Free, clicking Export opens an upgrade prompt instead.
Deleting a conversation
Open a transcript, click the More menu in the header, and choose Delete. This permanently removes the conversation and its full transcript and cannot be undone, so you are asked to confirm first.
Still stuck? We'll help.
Every plan, including Free, comes with human support. If something isn't behaving the way you expect after following the steps above, send us a note and we'll get back to you within one business day.