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Every conversation your agent has had lives under Conversations in the menu on your agent.

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What you can see

For each conversation you’ll see:
  • Time and duration — when it happened and how long it lasted
  • Channel — phone or chat
  • Caller’s number (for phone calls) – online conversations show as anonymous
  • A short summary of what the conversation was about
  • The full transcript — word for word, who said what
  • Rating – if the customer left stars after the conversation

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When is it useful?

  • A caller says “I spoke to you yesterday” — find the call, read the summary, and you’re caught up
  • The agent gave a wrong answer — read the transcript, find out why, and fix Agent knowledge and training
  • You’re following up with a customer — see how the agent handled the first call
  • You want to see what works — review calls that ended well and learn what went right

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Filters

You can filter the history by:
  • Time period – from 24 hours up to 90 days back. The default is 30 days.
  • Channel – the tabs at the top: All, Phone, or Chat
  • Search – search by the caller’s number, what the conversation was about, or the summary
  • Show test calls – turn it off to hide your own test conversations
The Conversations page with the All, Phone and Chat tabs, search, date range picker, Show test calls toggle and an open conversation with duration, start time and CSAT
Use it to find exactly what you need instead of scrolling through everything.

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What do I do if…

Check the time range. By default the last 30 days are shown. Pick a longer range if the call is older, and check that Show test calls is on if it was a test.
Email us at hello@verbu.com — we’ll help.
Use Send call summary with Smart routing to forward specific call types directly to email or Slack.

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Next steps