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Conversations

All traffic through Kapa, whether through a Prebuilt Agent or your own retrieval calls, is persisted as conversations: threads of question-answer interactions between a user and the agent. The conversations page is the table of all of them in the platform, searchable and filterable, for you to review, drill into, or export. By default it lists the past 30 days in reverse chronological order.

Each conversation is automatically enriched to make working with the data easier: an intent and signals capture what the user was trying to do and how they reacted, and your own custom tags classify conversations into the categories that matter to your business. All three appear as columns and filters on the page.

Filters​

The conversation list can be filtered using several criteria to help you find specific conversations:

  • Text contents: Search for specific words or phrases in questions and answers
  • Integration: Filter by specific Kapa deployment (e.g., Website Widget, Slack Bot)
  • Uncertainty: Show only uncertain or certain conversations
  • Intent: Filter by the intent assigned to the conversation
  • Signals: Filter by the signals detected in the conversation
  • Custom Tags: Filter by your own custom tag categories
  • Feedback: Filter by upvotes, downvotes, or comments
  • Status Tags: Find conversations with specific status indicators
  • Deflection Status: Filter by deflection outcome (only populated for conversations from the Support Form Deflector)
  • Date: Limit results to a specific time period

Each Kapa deployment must use a unique integration ID for proper analytics tracking. If multiple deployments (such as your documentation website and marketing website) share the same integration ID for their Website Widgets, you won't be able to distinguish between them in the analytics.

tip

If you see conversations labelled with "Unknown" integration, it means the integration_id was not included in the API request. To fix this, pass a valid integration_id with every API call. Prebuilt Agents like the Website Widget and Slack Bot handle this automatically.

Need the data outside the platform? See Export conversations.