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

# Agent Conversation Transcripts

> Read the full transcript of any agent conversation — exactly what the user said, how the agent replied, and any signals detected along the way.

## Overview

The Conversation Transcript View gives you a full-screen read of a single agent conversation, laid out alongside the user's context (page, company, platform) and the specific signals detected within it.

## Use Cases

* **Investigate a support case or complaint** by reading the exact exchange between a user and the agent.
* **Audit agent quality** by reviewing conversations flagged with a failure or frustration signal.
* **Verify a session replay or export a conversation** for further review outside Userpilot.

## Getting Started

You can open a full conversation transcript from three places:

* A conversation row inside a **Topics** slideout.
* A conversation row inside a **Failure signals** slideout.
* A conversation row in a user's Conversations tab on their profile.

## What you can do from here

1. **Follow the exchange exactly as it happened** — every prompt and reply in order, including if the user changed page mid-conversation, and how long the agent took to respond to each message.
2. **Understand who you're looking at, without leaving the page** — the user's identity, company, platform, and location sit alongside the conversation, and you can jump straight to their profile.
3. **Tell whether this is a one-off or a pattern** — see how many other conversations match the same topic or failure signal, or pull up everything else this user has talked to the agent about.
4. **Jump straight to the moments that matter** — filter down to just the positive or negative feedback, frustration, failure, or slow-response moments in the conversation, instead of reading the whole thing to find them.
5. **Search within a long conversation** to find a specific word or phrase without scrolling.

<img src="https://mintcdn.com/userpilot/AZ3arJet3uUVYold/images/image-61.png?fit=max&auto=format&n=AZ3arJet3uUVYold&q=85&s=d207a0c81c25387274c352cd108a0954" alt="Image" width="1920" height="960" data-path="images/image-61.png" />

* Signals identified throughout a conversation include:

| Signal             | What it flags                                     |
| :----------------- | :------------------------------------------------ |
| Slow response      | The agent took longer than usual to reply.        |
| Positive feedback  | The user gave positive feedback on a reply.       |
| Negative feedback  | The user gave negative feedback on a reply.       |
| Frustration signal | AI-detected frustration, e.g. offensive language. |
| Failure signal     | AI-detected failure, e.g. a fallback response.    |

## Data capture and privacy settings

From the [Data Capture & Privacy Settings](https://run.userpilot.io/settings/data-capture-privacy) page, you can turn capture of conversation content on or off separately for production and staging, and set rules to keep sensitive data out of what's stored — useful if your agent might encounter things like card numbers or other PII in the course of a conversation.

* **Exclude keywords** – define a keyword or phrase to watch for. Any message that matches is masked within the conversation — since a keyword alone can't reliably bound where a sensitive value starts and ends — and you can scope this to user messages, agent messages, or both.

## FAQs

<AccordionGroup>
  <Accordion title={"Why don't I see a \"View Replay\" button?"}>
    It only appears when a session replay actually exists for that conversation. If replay wasn't enabled, or the conversation is too old, there won't be one to view.
  </Accordion>

  <Accordion title="Who can share or delete a conversation?">
    This is controlled by your role's permissions under Settings > Roles > Analytics > Agent Analytics. Account Owners and Admins have both by default; ask your account admin if you need access.
  </Accordion>

  <Accordion title="Can I export a single conversation?">
    Yes — use **Export data** from the Actions menu in the transcript view.
  </Accordion>
</AccordionGroup>