Sessions

A session is one complete customer interaction — from the moment they reach out until the conversation wraps up. Each session is summarized, tagged, and linked back to the full inbox thread, so you can audit, review, or learn from any exchange.

Sessions are especially useful for QA, coaching, and spotting patterns over time.

Opening Sessions

Open the command palette (⌘K / Ctrl+K) and search for Sessions, or open Sessions from a conversation's right sidebar. The timeline shows recent sessions, newest at the top.

What each session shows

Each session in the list includes:

• Contact details — Name, avatar, and channel (WhatsApp, Instagram, Facebook, or WebChat)
• When it started — And how long it ran, if it's already ended
• Status — Active (still in progress) or Completed
• Summary — A short AI-generated recap of the conversation
• Labels and custom fields — Anything applied to the conversation

Filtering the timeline

Controls at the top narrow the list.

Status filter

Switch between:

• All Sessions
• Active Sessions — Still in progress
• Completed Sessions — Already wrapped up

Search

Type into the search box to match session summaries, contact names, and contact emails.

Advanced filters

Click the + button to add more filters:

• Summary — Sessions whose AI summary contains specific words
• Contact Name
• Contact Email
• Start Date and End Date
• Channel Type — WhatsApp, Instagram, Facebook, or WebChat

Layer filters to zero in on the sessions you care about.

Loading more

The timeline loads in batches as you scroll. Click Load More Sessions to pull in the next set. At the end, you'll see "You've reached the end of the sessions."

Viewing a single session

Click any session in the list to open its detail page:

• Summarized customer conversation — The highlights of the exchange
• Start and end times — Plus total duration
• Labels and custom fields — Everything tagged during the conversation
• Go to Conversation — Jumps straight to the full inbox thread if you want every message

When sessions come in handy

• Team coaching — Review how specific conversations were handled
• Spotting trends — Filter by channel and date to see what customers ask about
• Auditing AI handoffs — See what your AI agent handled and where it passed off to a human
• Customer context — Look up a contact's recent sessions before replying

Related topics

• Inbox — Where live conversations happen
• Conversation Insights — Aggregate analytics across sessions
• Labels — Tag sessions to make them easier to find later
• Custom Fields — Capture business-specific data on each session