Activity
Dashboard → Activity is every conversation your agents have had, one row each, newest first. A row is called a run: it carries when it started, the first thing the person asked (the first 140 characters of it, never a later turn), which agent took it, how many messages it ran to, and how it ended.
Insights tells you the shape of a month. Activity is the list underneath it — the place you go when a number looks wrong and you want to read the conversations it came from.
How a run ends
Every run carries exactly one outcome, and it is worked out from what the conversation did rather than stored on it. The order below is the tie-break: the first line that matches wins.
| Outcome | It means |
|---|---|
| handed over | The conversation reached a person — a handover was made |
| leads | Somebody left their details, without a handover |
| declined | Your agent said it didn't know, somewhere along the way |
| answered | Everything else: it was asked, and it answered |
So a conversation that both handed over and captured a lead is counted once, as handed over. The counts in the key above the list are added up from the rows you can see — never worked out a second way, which is how a legend ends up disagreeing with the list under it.
Filtering, and the window
The strip above the list holds a search box (it matches the question text), and four controls:
- State — all states, or one of the four above.
- Origin — the site the conversation came from, for agents embedded in more than one place.
- Window — Last 24 hours, Last 7 days or Last 30 days. Thirty days is what you get on arrival.
- Sort — Newest, or Most messages.
It covers every agent at once
Activity is about your account, not one agent, so runs from all of your agents sit in the same list. When the window spans more than one of them, each row names the agent that took it — on an account with a single agent that word would be the same on every row, so it is left off. Under the title is a line saying which of your agents the runs actually span, out of how many you have — a combined number without its denominator is a number you can't check.
Note
A Team Agent never appears in Activity. Not as a run, and not behind any per-conversation figure. A Team Agent answers your colleagues, and we promise them no per-person trail — so it contributes to counts (conversations, questions, the activity chart, the top-question tally) and never to a list of who asked what. See Team Agents.
Nothing is ever shown as "running"
There is no live or in-progress state. Nothing is written down while an answer is streaming — the conversation is stored once it exists, so a run appears when there is something real to show rather than flickering through a status nobody can act on.
Opening one
Open on any row takes you to the review screen for that conversation: the session details, the whole transcript, the outcome, and What it used — the sources the answers cited. The chip at the top says how the conversation resolved — handed over, a lead, or answered.
Two controls sit on that screen, and they are the same ones you get arriving from People or from Insights:
- Teach it — appears whenever the conversation went unanswered somewhere along the way, whichever door you came in by. It takes you to Knowledge with the question ready to answer.
- Delete this conversation — removes the exchange and its messages. What it leaves behind is deliberate: a follow-up record or a gap that came out of the conversation stays, so your outcome counts don't silently change. See Where a lead came from.
What Activity doesn't show yet
These are marked where they would have gone rather than left blank or filled with a zero. The first three sit on the run itself, under the steps, once you expand a row:
- Tool timings — how long each step of an answer took. Timings aren't stored yet.
- Searches run — which searches an answer made. Also not stored yet.
- Actions before today — an action run before 2026-09-02 carries nothing tying it to the conversation that triggered it. Every new one does.
- Summary — a one-paragraph rollup of a conversation, on the review screen. Nothing generates one today, so the card says so rather than showing a paragraph nobody wrote.
Search across the console is on the same list: the Search row in the sidebar is a marker, not a working command palette yet. (The ⌘K search on these docs pages is a different thing, and it does work.)