The Conversations page gives you full visibility into every interaction your agents have with visitors. Review transcripts, monitor leads, join live conversations, and manage conversation details — all from one place.
Conversation List
Each row in the list shows:
- Visitor — the person who started the conversation
- Agent — the Beni agent that handled it (shown as a purple link)
- Status — the current state of the conversation
- Lead Type — the lead temperature assigned by the agent
- Last message preview — a snippet of the most recent message
- Time — how long ago the conversation was active
- Star — bookmark important conversations for quick access
Conversations are paginated. Use the Per page selector to control how many appear per page, and Previous / Next to navigate.
Filtering
Use the filter bar at the top to narrow down conversations:
| Filter | Options |
|---|
| Search | Find conversations by keyword |
| Status | All Status, Active, Waiting, Resolved, Abandoned |
| Lead Type | All Lead Types, Hot, Warm, Cold |
| Priority | All Priorities |
Conversation Status
| Status | Meaning |
|---|
| Active | Conversation is ongoing — agent or human is engaged |
| Waiting | Visitor is waiting for a response |
| Resolved | Conversation was successfully closed |
| Abandoned | Visitor left before the conversation was resolved |
Lead Types
| Type | Meaning |
|---|
Hot | High intent — visitor showed strong interest or asked about pricing/booking |
Warm | Moderate interest — engaged but not yet ready to convert |
Cold | Low intent — minimal engagement |
Conversation Detail
Click any conversation to open it in a split-panel view:
- Left — the conversation list (stays visible for quick switching)
- Center — the full chat transcript
- Right — conversation details panel
Chat Transcript
The center panel shows the full conversation thread between the visitor and the agent, including timestamps for each message.
Joining a Conversation
If a conversation is Active or Waiting, a human agent or admin can type a reply in the input box and click Send to join the conversation.
Replies are only enabled for Active or Waiting conversations. Resolved and Abandoned conversations are read-only.
Managing Conversations
Starring
Click the star icon in the conversation header or list row to bookmark a conversation. Starred conversations are easy to find when filtering or reviewing important leads.
In the Details panel on the right, click + next to TAGS to add tags to a conversation (e.g. hot-lead, follow-up, bug-report). Tags help you categorize and search conversations later.
Stats
The Details panel also shows conversation statistics:
| Stat | Description |
|---|
| Messages | Total number of messages exchanged |
| Tool Calls | Number of tool or API calls the agent made during the conversation |
Lead Summary
The LEAD section in the Details panel shows the lead type, category (e.g. Quote, Support), and an AI-generated summary of why the lead was classified that way — giving you quick context without reading the full transcript.
It also surfaces any contact signals captured during the conversation:
| Signal | Description |
|---|
| Name | Visitor’s name if they introduced themselves or it was captured by the agent |
| Email | Email address if the visitor provided it |
| Phone | Phone number if shared during the conversation |
Contact signals are captured automatically when a visitor provides their details. Agents can be prompted to collect this information through their system instructions.
