---
title: "Follow conversations"
description: "Find your agents' calls and chats, read the transcript, listen to the recording, check the summary and outcome, and download the PDF report."
---

> Documentation Index
> Fetch the complete documentation index at: https://docs.getarbol.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Follow conversations

Every call and chat your agents have is kept in **Conversations**, with its transcript, summary and outcome. Come here to check how an agent handled someone, find what a person talked about or see what needs your team.

## Before you start

- You need a role that can **See conversations and listen to calls**.
- Conversations contain patient data. Share their content only with people who need to know it.

## Find a conversation

1. In the menu, click **Conversations**.

2. In the search box, type a name, phone number, ID document, username or a phrase from a message.

3. If needed, filter by **Status** (**Open** or **Completed**), **Handled by** (**AI**, **Team** or **Escalated by the AI**), **Outcome** (**Success**, **Failure** or **Unknown**) or **Worker**. **More filters** has **Channel**, **Direction**, **Origin**, **Call Date** and **Person**. To see only test conversations, choose **Origin › Trial**.

4. Click the conversation to open it.

With **Columns** you choose which columns you see, such as **Mood**, **Duration** or **Audio**.

### What the status says

| Status | What it means |
| --- | --- |
| **Open** | The AI is handling the conversation. |
| **AI paused** | The AI replied before, but your team handles it now: someone paused it or the agent escalated. |
| **With the team** | Only your team has replied; the AI isn't involved. |
| **Completed**, **Timed out**, **Handed off**, **Closed by hand**, **Errored** | The conversation is closed, and why. |

The **Handled by** filter separates the conversations handled by the **AI**, those handled by your **Team** and those **Escalated by the AI**.

## Read a conversation

A conversation's page has:

- **The transcript**: every message, with who wrote it (the agent, the person or your **Team**). The tools the agent used appear as cards, for example "Booked the appointment" or "Searched the knowledge base", with their result. Images, documents and voice notes open with a click.
- **The recording** of calls, if the agent records: play it, skip forward or back 10 seconds and change the speed. Everything about the player, interruptions and response times is in [Listen to calls and audio](/en/raiz/listen-to-calls/).
- **The side panel**, which you can hide or show:
  - **Summary**: generated when the conversation closes, and it can take a few minutes.
  - **Evaluations**: the yes-or-no questions you set up in the agent, with how many passed.
  - **Captured data**: what the AI extracted, such as the preferred date.
  - **Tools**: how many times it used each one and how many failed.
  - **In this conversation** and **Contact details**: who took part and how to reach the person, with **Open person** to go to their record.
  - **Recent activity**: other conversations with the same person.

To move to the previous or next conversation, use the arrows at the top or the K and J keys.

### Outcome and mood

When it closes, Raíz analyzes the conversation:

- **Outcome**: **Success**, **Failure** or **Unknown**. If the agent has no **Conversation reports**, it's a success when what the person asked for was resolved; if it has them, they decide. While the analysis hasn't finished, the conversation has no outcome yet. See [Understand and change the success rate](/en/raiz/success-rate/).
- **Mood**: **Positive**, **Neutral** or **Negative**.

Conversations your team handled alone, without the AI, have no automatic summary or evaluations.

## Correct a captured value

You need a role that can correct captured data, such as **Operations**.

1. Under **Captured data**, click the value.

2. Type or choose the correct value and click **Save**.

The correction is saved with your name and the date; it doesn't erase what was there before.

## Other actions

Under the **Actions** button at the top:

- **Change person**: links the conversation to another person, or to a new one with **Create new person**. Use it when the conversation ended up with the wrong person or shows **Person to confirm**.
- **Call back** (calls): the voice agent calls the person again and the new conversation opens.
- **Block number**: no agent replies to or contacts that number again. It only appears if your role can manage the block list, and never on test conversations. See [Manage people and the block list](/en/raiz/contacts/).

**Change person** and **Call back** need a role that can **Handle conversations and reply on WhatsApp**. If you don't see a button, your role doesn't allow it.

## Download the PDF report

Click the PDF icon at the top right of the transcript (**Download PDF**). The conversation report includes the summary, outcome, captured data, evaluations and transcript; it doesn't include the audio. In the PDF, the outcome reads **Resolved**, **Not resolved** or **Undetermined** (on screen: **Success**, **Failure** or **Unknown**). It's marked **Confidential document**: store and share it like any document with patient data.

## Troubleshooting

**I can't find a conversation.** Make sure you have no filters on (**Clear**) and search by the person's full phone number.

**"The summary isn't available yet."** The analysis can take a few minutes after the conversation closes. Come back later.

**"No evaluation results yet."** The analysis may still be running, or the agent has no evaluations set up. See [Agent settings](/en/raiz/agent-settings/).

**I don't see a way to listen to the call.** The agent wasn't recording. It's turned on under **Conversation pacing › Record calls**.

**"We couldn't load the attachment."** Click **Reload attachment**. If the format has no preview, use **Open original file**.

Source: https://docs.getarbol.com/en/raiz/conversations/index.mdx