> ## Documentation Index
> Fetch the complete documentation index at: https://manual.botric.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Conversations

> Every session, ticket, lead and booking your chat agents produced, in one place.

Conversations is the inbox for everything your chat agents generate. Four tabs, one page.

The blue badge on **Conversations** in the sidebar counts what's new in the recent window; each tab carries its own counter.

## Logs

Every chat session, newest first — the visitor's questions, the agent's answers, and how the session ended. Sessions are categorised so you can see the shape of demand rather than reading transcripts one by one:

| Category          | Meaning                           |
| ----------------- | --------------------------------- |
| **Support**       | A help request                    |
| **Knowledge Gap** | The agent had no good answer      |
| **Unclear**       | The intent couldn't be determined |

<Tip>
  Filter to **Knowledge Gap** and read the last ten. That list is your knowledge-base backlog, in priority order, for free.
</Tip>

## Tickets

Support tickets opened through the agent's [Ticket System channel](/support/chat-agent/channels).

| Status          | Meaning                    |
| --------------- | -------------------------- |
| **Open**        | Awaiting a response        |
| **In Progress** | Being worked               |
| **Resolved**    | Answered                   |
| **Closed**      | Finished                   |
| **Addressed**   | Handled outside the ticket |

Tickets carry a priority of **Low**, **Medium** or **High**. Open one to see the full conversation that produced it, the customer's details, and to add an internal comment.

## Leads

Contacts captured by the [Lead Generation](/support/chat-agent/channels) and Support Form channels. Each lead shows the submitted fields, the conversation it came from, and when it arrived.

Open a lead for the full detail view and the session transcript that produced it.

## Calls

Meetings booked through the [Cal.com channel](/support/chat-agent/channels).

| Status             | Meaning                    |
| ------------------ | -------------------------- |
| **Pending**        | Requested, not confirmed   |
| **Tentative**      | Provisionally scheduled    |
| **Cancelled**      | Called off                 |
| **Did Not Happen** | Scheduled but not attended |

Open a call for booking details, customer information and status.

## Source

Entries are tagged with where they came from — **Chatbot** or **Website** — so agent-driven activity is distinguishable from your own site forms.

## New-item badges

Rows created inside the recent activity window are marked as new. The window is set server-side, so the row pills and the sidebar badge always agree.

## Deep links

Each tab is addressable, which makes sharing a specific view easy:

```
/w/<workspaceId>/engagements/conversations?tab=tickets
```

## Availability

Conversations is available on the Byte and Infinity plans. On other plans the page shows an upgrade prompt.

<CardGroup cols={2}>
  <Card title="Agent analytics" icon="chart-simple" href="/support/chat-agent/analytics">
    The aggregate view of the same activity.
  </Card>

  <Card title="Knowledge Source" icon="book-open" href="/workspace/knowledge-source">
    Close the gaps these conversations expose.
  </Card>
</CardGroup>