--- sourceDocument: Australia Conversational Interfaces sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/conversational-interfaces Release : - australia ft:locale : - pt-BR ft:publication_title : - Australia Conversational Interfaces ft:clusterId : - convint bundleId : - convint workflow : - Platform --- # Conversations tab # Conversations tab {#ariaid-title1} * Versão de lançamento: Australia * * Atualizado 12 de mar. de 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 min. de leitura Use the Conversations tab to view the list of Virtual Agent conversations and details of each conversation that occurred during the selected date range. All conversations from the Conversation table \[sys_cs_conversation\], that run on the Virtual Agent Designer are listed on the Conversations page, except for notifications, open (ongoing) conversations, and previews. To tag a conversation as a favorite, select the star icon on the side panel. You can list all conversations that are marked as favorite using the Filter Editor. Virtual Agent conversations and analytics data is retained for a period of two years. To access the Conversations tab, you must have the Chat Analytics Viewer (chat_analytics_viewer) role. Figura 1. Conversations page ## Conversations tab benefits {#conversation-tab-pae__section_qmp_bvb_xpb} The Conversations tab enables you to do the following: * Filter the list of conversations based on specific conditions using the filter editor. For more information, see [Use filters in the Conversation tab](https://servicenow-prod.fluidtopics.net/~gKc6GyAK370sLk4~fI3Lw "You can filter out conversation for a deeper understanding.") * Learn more about each conversation by viewing conversation details. For more information, see [Get conversation details](https://servicenow-prod.fluidtopics.net/a159yJwHm6dlKs5P1Zf5Hw#conversation-tab-pae__section_i4l_jlt_j4b). * Export the list of conversations to a file. For more information, see [Export the conversations list](https://servicenow-prod.fluidtopics.net/a159yJwHm6dlKs5P1Zf5Hw#conversation-tab-pae__section_y5z_md2_tpb). * Download the conversation transcript to troubleshoot individual conversations. For more information, see [Download the conversation transcript](https://servicenow-prod.fluidtopics.net/a159yJwHm6dlKs5P1Zf5Hw#conversation-tab-pae__section_mdz_4f3_stb). {#conversation-tab-pae__ul_qng_mvb_xpb} ## Filtering the list of conversations {#conversation-tab-pae__section_m44_2jt_j4b} Use the subtabs and the condition builder to filter the conversations. You can see the percentage of results displayed above the Export button. Nota: The dashboard converts the dates to UTC, which might not match the dates in the conversation table. {#conversation-tab-pae__table_shx_kjt_j4b__entry__2} | Option | Description | |-|-| | All | Lists all conversations. | | VA Success | Lists all conversations where the Virtual Agent was successful in resolving user queries. | | Fallback | Lists all conversations where Virtual Agent didn't understand the user and used fallback text to prompt the user for additional information. | | Live Agent Transfer | Lists all conversations where Virtual Agent transferred the user to a live agent. | [Tabela 1. Conversation subtabs] {#conversation-tab-pae__table_shx_kjt_j4b} ## Get conversation details {#conversation-tab-pae__section_i4l_jlt_j4b} To get more information about a conversation, select one of the conversations in the list. The information appears on the side panel. Figura 2. Conversation details To view and download the conversation transcript, select the Transcript tab. Figura 3. Conversation transcript ## Get conversation details for a particular user {#conversation-tab-pae__section_xhy_vr3_spb} To get more information about a conversation of a particular user, click one of the conversations in the list while you're on the Users tab. For more information see, [Legacy - Users tab](https://servicenow-prod.fluidtopics.net/3fChEMpRjJWiaN2PsVx5AA "Get detailed information on Virtual Agent users such as the time of the last chat, length of the chat, and other metrics."). Select the star icon to tag the conversation as a favorite. You can see all users tagged as favorites on the [Users tab](https://servicenow-prod.fluidtopics.net/3fChEMpRjJWiaN2PsVx5AA "Get detailed information on Virtual Agent users such as the time of the last chat, length of the chat, and other metrics.") in the list of users. ## Export the conversations list {#conversation-tab-pae__section_y5z_md2_tpb} To export the conversations list on the Conversations page to a file, select Export. In the Export pop-up window, specify the format for the file such as Excel, CSV, JSON, or PDF, and the delivery type such as email or download. Nota: You can export up to 1000 records only from the list on the page. This limit is not configurable. ## Conversation information {#conversation-tab-pae__section_mn3_p1g_wrb} The following table describes details of conversations listed in the Conversations tab. {#conversation-tab-pae__table_amh_4yj_b4b__entry__2} | Column | Description | |-|-| | Created | Date of the conversation. | | Duration | Duration of the conversation. | | User ID | Unique identifier that the system creates and permanently assigns to a Virtual Agent user. The Id becomes a part of conversation records. This is not the same as the system user ID. | | Device Type | Conversational channel used for the chat. | | Language | Language used for the conversation. | | End state | How the conversation ended. For more information on various conversation end states, see [Virtual Agent interaction records](https://servicenow-prod.fluidtopics.net/A4Dc_528ze9Xzn0s0RfONw "Each time a Virtual Agent conversation occurs, an interaction record captures the entire conversation in the Interactions [interaction] table. The record includes all topic elements used in the conversation, as well as live agent transfers."). | | Type | Type of conversation, for example, VA Only (conversation initiated and completed in VA). | | Conversation | Sys Id of the conversation. | [Tabela 2. User information] {#conversation-tab-pae__table_amh_4yj_b4b} ## Download the conversation transcript {#conversation-tab-pae__section_mdz_4f3_stb} To download the conversation transcript, select a conversation from the conversations list and click Download. The conversation transcript .txt file includes various data elements such as user input, Virtual Agent response, Flow Designer Integration Hub, flow action, custom controls, and topic block information for the selected conversation. This information helps Virtual Agent administrators to troubleshoot conversations, for example, conversations where there were errors or transfers to a live agent. For more information on the .txt file, see [Conversation transcript template](https://servicenow-prod.fluidtopics.net/Hb~Q380MfMQ0o0BICMyW2w "The conversation transcript .txt file contains information used to troubleshoot individual conversations."). * **[Conversation transcript template](https://servicenow-prod.fluidtopics.net/Hb~Q380MfMQ0o0BICMyW2w)** The conversation transcript .txt file contains information used to troubleshoot individual conversations. * **[Use filters in the Conversation tab](https://servicenow-prod.fluidtopics.net/~gKc6GyAK370sLk4~fI3Lw)** You can filter out conversation for a deeper understanding.