Interaction History

overview the interaction history page gives you a complete record of every conversation handled by your ai assistants use it to review past interactions, check what suggestions were shown, read full transcripts, and see how interactions were wrapped up use interaction history to look up a specific conversation by date or assistant review the ai suggestions that were surfaced during a call read the full transcript to understand what was said check how a conversation was tagged or closed via dispositions copy suggestion text for training or qa purposes accessing interaction history log in to exotel ai assist and click interaction history in the left hand navigation panel the table loads automatically and shows your most recent interactions at the top note you must be logged in with an agent, qa, or admin role to view this page if you don't see the navigation item, contact your workspace administrator the interaction history table each row in the table represents one ai assisted conversation here's what each column means column what it shows how it helps you interaction id a unique identifier for the conversation (e g a1916619 4d1a ) use this when raising a support ticket or sharing a specific interaction with your team date and time when the interaction took place (dd/mm/yyyy hh\ mm format) quickly find conversations from a specific day or time window assistant id the internal id of the ai assistant that handled the call useful when investigating behaviour for a specific assistant configuration assistant name the human readable name of the assistant (e g "scapia qa 1") lets you filter and compare performance across different assistant setups filtering your interactions two filters sit above the table to help you narrow down the list date filter — click the date field to open a calendar picker select a single date or a date range to show only interactions from that period clear the filter to return to the full list assistant name filter — click the assistant name dropdown to filter by one or more of your configured assistants useful when comparing interactions handled by different ai configurations tip filters combine — if you set both a date and an assistant name, the table shows only interactions that match both conditions viewing interaction details click any row in the table to open the interaction details panel on the right side of the screen the panel header shows the full interaction id with a copy icon so you can quickly grab it the panel has three tabs suggestions , transcript , and dispositions suggestions tab this tab shows the ai generated suggestions that were surfaced to the agent during the live interaction current suggestion — the top card (highlighted in blue) shows the most recent suggestion from the interaction — what the ai recommended at the end of the conversation previous suggestions — below is a scrollable list labelled "previous suggestions (n)" where n is the count cards appear in reverse chronological order, so the most recent previous suggestion appears first common suggestions you'll see greeting prompts — "hello! how can i assist you today?" information gathering prompts — "could you please provide your booking details so we can process your flight cancellation?" verification prompts — "to proceed with the cancellation, please confirm if the departure time is more than four hours from now " copying a suggestion — each suggestion card has a copy icon in the top right corner click it to copy the text to your clipboard, then paste it into a training doc, qa report, or team channel note duplicate suggestions may appear in the list when the ai re surfaced the same prompt — for example, asking the same verification question twice if the customer didn't respond the first time transcript tab the transcript tab shows the full, turn by turn record of the conversation between the ai assistant and the customer use it to understand the full context of what was said verify that the ai followed the expected conversation flow identify where a conversation deviated from the script prepare for a coaching or qa session dispositions tab dispositions are the outcome tags applied to an interaction when it closes this tab shows how the interaction was categorised — for example, whether it was resolved, escalated, or abandoned use dispositions to track resolution rates across your assistant configurations spot patterns in escalations or unresolved interactions generate data for weekly or monthly performance reviews tips for common scenarios scenario what to do a customer calls back about a previous interaction filter by date and assistant name, then scroll to the approximate time of the original call qa team asks for a specific interaction click the row, copy the interaction id from the panel header, and share it you want to review what suggestions the ai gave open the suggestions tab and scroll through previous suggestions — copy any you want to reference you need the full conversation for a dispute use the transcript tab for the complete turn by turn record you want to see how a call was closed check the dispositions tab for the outcome tag applied at the end of the interaction glossary term definition interaction a single ai assisted conversation session, from greeting to close interaction id a unique alphanumeric identifier assigned to each interaction assistant an ai agent configuration set up in your exotel ai assist workspace suggestion a real time ai generated prompt shown to the agent during a live call disposition an outcome tag applied to an interaction when it ends, used for categorisation and reporting transcript the complete text record of a conversation, showing each message in sequence