Sessions

The Sessions screen is your main workspace for monitoring conversations between AI agents and customers. A session is one complete conversation in a single channel — open the screen from Sessions in the left menu.

Use it to:

• Check how an agent handled real conversations after you launch it.
• Investigate a customer complaint or an unexpected agent answer.
• Verify that the agent collects the session results you configured.
• Hand an active conversation over to a human agent.

Before you start

• At least one agent has handled conversations. Test sessions from the Playground also appear here.
• You are signed in to the portal. What you can do on this screen depends on your role — some actions, such as handing a session over, require additional permissions.

Find your way around

The screen has three areas. Drag the divider between the table and the chat to resize them.

1. Sessions table (left) — the list of sessions.
2. Chat (center) — the full message history of the selected session, with the message count next to the panel title.
3. Parameters & results (right) — a collapsible panel with contact info, session parameters, and session results. Click the panel label to collapse or expand it.

The page header has three buttons:

• Search — opens the Session Filters dialog. See Find a session.
• Import session — creates a session from an audio recording.
• Export sessions — downloads one agent's sessions as a JSON file.

Sessions table columns

Column	Description
Agent	The AI agent that owns the session. A pulsing dot before the name means the session is still active (no finish time yet).
Channel	Channel icon (Web, WhatsApp, Telegram, Email, and so on). Hover to see the channel name.
Responsible (headphones icon)	Shows AI while the agent handles the session. After a handover, shows the avatar of the assigned human agent — hover to see the name — or Unassigned.
User	Customer name. Click or hover to open a User info popover with Name, id, External id, and, for web sessions, an isMobile flag.
Start	Session start date and time. Sortable.
Last message (clock icon)	Date and time of the most recent message. Sortable.
Messages (message icon)	Number of messages in the session.
Location (pin icon)	Country flag based on the customer's IP address. Hover to see country and city. Shown for web channels.
IP	Customer IP address (web channels).
Finish time (clock icon)	Time the session ended, or --- while it is still active.

Click the sort icon next to Start or next to the last-message column to switch the sort key; the active sort icon is highlighted. The table loads sessions in pages — click Load More at the bottom to fetch older sessions.

Click any row to open the session: the conversation appears in the Chat panel, and the Parameters & results panel shows that session's data. Below the chat you find the Logs button, the Hand over to the operator button, and — for voice sessions with a recording — a download button for the audio.

Find a session

Use the Session Filters dialog to narrow the table to the conversations you need — by agent, channel, responsible side, customer, dates, status, location, or attachments.

1. In the page header, click Search. The Session Filters dialog opens.
2. Set the filters you need — see the table below.
3. Click Apply. The table reloads with matching sessions only, and the icon on the Search button stays highlighted while any filter is active.
4. To clear all filters, open the dialog again and click Reset.

Filter	What it does
Agents	One or more AI agents. Type to search by name.
Channel	Channel type: Web, WhatsApp, Telegram, Email, Facebook, Instagram, Intercom, Chatwoot, Sip (voice), Twilio, Infobip, Bird Api Service, or Mobile.
Responsible	Who currently handles the session: Human Agent or AI Agent.
Human Agent	A specific human agent (portal user) assigned to the session.
Users	The customer who took part in the conversation. Type to search.
Statuses	Session status. The available statuses depend on your configuration.
Country	Customer country, detected from the IP address (web channels).
IP	Exact customer IP address.
Start time	Date-and-time range in which the session started.
Finish time	Date-and-time range in which the session ended.
Last message time	Date-and-time range of the most recent message.
Messages	Number of messages: pick a comparison — Equal, Not Equal, More Than, Less Than, More Than or Equal, Less Than or Equal — and enter a count.
Has Attachments	Only sessions that contain attachments.

note

Filters combine with AND logic — a session must match every condition. All date filters use your tenant timezone.

The Session Filters dialog does not search message text. To search inside a single session, use the search field in the Logs drawer.

Read a session

The Chat panel shows the complete message history exactly as the conversation happened. Conversations are displayed the same way in Sessions, 360 View, and the Human Agents workspace, so you read them the same way everywhere.

Who said what

Each message bubble is styled by its author:

• Customer messages — dark bubbles aligned to one side: everything the customer typed or said.
• AI messages — light bubbles from the AI agent. For web sessions, customer reactions (such as thumbs up or down) appear under AI messages.
• Human agent messages — bubbles with the human agent's name in bold at the top, so you can always tell a person's answer from an AI answer.
• Draft from Copilot — AI-suggested replies with a dashed border and the label Draft from Copilot. Drafts are never sent to the customer: in copilot mode, the human agent can copy a draft (a copy button appears next to the label), edit it, and send it.
• Private note — internal notes with a dashed border and the label Private note. Customers never see them.

Messages render Markdown: links are clickable, images display inline, and lists and code blocks keep their structure.

Timestamps and delivery status

Every message shows its send time in your tenant timezone. Some messages also show a delivery status icon — hover over it to see the exact time (UTC) and, when available, a delivery note from the channel provider.

System markers

Centered gray lines in the conversation mark key session events:

• <initiator> started the session at <date and time> — who opened the session: Client, AI agent, or the name of the human agent who started an outbound conversation.
• Transfer to human agent at <date and time> — the moment the session left AI control.
• <name> was assigned by <name> at <date and time> (or Human agent <name> assigned at <date and time>) — a specific human agent was assigned.
• The session was resolved by <name> at <date and time> — a human agent resolved the session.

When the chat contains several sessions of the same customer (for example, in 360 View), a header with the start time separates each conversation. Click a header to jump to that session.

Attachments and special messages

• Images display inline as previews; click an image to view it full size.
• Files (documents, audio, and other non-image types) appear as attachment cards you can download.
• Voice sessions can include an audio recording, available from the download button under the chat.
• WhatsApp template — the first message of an outbound WhatsApp conversation carries a WhatsApp template badge, because WhatsApp only allows pre-approved templates to start a conversation.
• Quick replies — button options the agent offered to the customer appear under the message.

Review parameters and results

The Parameters & results panel on the right shows the structured data behind the selected conversation: who the customer is, what context the session started with, and what the agent collected. The panel has three blocks.

Contact info

The customer's identity, taken from the customer profile: Name, Email, Phone, Telegram, WhatsApp, and LinkedIn. Fields without a value show ---. If the session is not linked to a customer profile, the block shows No contact info found.

The Open in 360 link in the block header opens the full customer profile — see Open the customer in 360 View.

Session parameters

The context the session started with. Typical entries:

• Parameters passed by the web widget or your website (for example, a customer ID, page, or plan).
• UTM tags and campaign parameters for sessions started by a campaign.
• Basic customer fields such as name, email, or phone, when the channel provides them.

utm_source: google
utm_campaign: spring_promo
customer_id: 12345
plan: Premium

If the session started without parameters, the block shows No parameters found.

tip

Session parameters are also available to the agent during the conversation, so you can use them to personalize behavior. This block is where you confirm what the agent actually received.

Session results

The values the agent collected according to its conversation results configuration — one entry per configured field. To define which fields an agent collects, see the Conversation Results tab in Simple mode.

Human Name: John Smith
Phone Number: +1-555-0123
Promise to Pay: promised
Payment Date: 2026-02-15

If nothing was collected yet, the block shows No results found. Results can fill in while the session is still active — reopen the session to refresh.

Open logs and traces

Logs show what happened behind a conversation: which tools the agent called and exactly what was sent to and returned by the language model. Use them to find the root cause when an agent behaves unexpectedly.

1. Select a session and click Logs under the chat.
2. The Logs drawer opens with two tabs: Trace Logs and System Logs.

In the drawer you can:

• Search — type in the search field to highlight matches and step through them with the arrow buttons.
• Copy to clipboard — copy the full text of the active tab.
• Refresh — reload the logs, useful while a session is still running.

note

Trace Logs are available on paid plans. On the Free plan, the drawer shows System Logs only.

System Logs

System logs record the session lifecycle: session opening and initialization, saving and closing, tool and skill calls, and other events that affect agent behavior. Use them to confirm what the agent did — for example, whether a handover or notification tool was actually called.

Trace Logs

Trace logs capture every LLM call in the session, separated by ####### markers. Each call has three parts:

1. Agent name — which internal agent handled the request. Several agents can take part in one reply (for example, the main conversation agent plus a form agent that records results).
2. Prompt — the full prompt sent to the model: the main task, identity and workflow context, chat history, available tools, and system info such as the current date.
3. Generation — the model's response, structured as an Action (what the agent decided to do) and an Action Input (the parameters for that action).

tip

To debug one specific reply, search the trace for a distinctive phrase from that reply, then read the surrounding prompt and generation.

A typical investigation: read the chat to understand what the customer experienced, check session results for missing or wrong values, open System Logs to confirm which tools ran, then open Trace Logs to see whether the prompt contained the right context and how the model responded.

Open the customer in 360 View

From any session you can jump to the customer's full profile in 360 View — contact details, sessions across channels, and collected data in one place. Use it to check the customer's earlier conversations or to verify and edit customer data.

1. Select a session.
2. In the Parameters & results panel, find the Contact info block.
3. In the block header, click Open in 360.

The customer profile opens in a new browser tab, so your place on the Sessions screen is preserved — switch back to the original tab to continue reviewing.

If the block shows No contact info found, the session has no linked customer profile and there is nothing to open. This is common for anonymous web-widget visitors who shared no contact details.

Hand over to an operator

When a conversation needs a person — an upset customer, a case the agent cannot solve, a high-value lead — hand the active session over directly from this screen. The AI stops responding, and the session appears in the Human Agents workspace.

A session can reach a human in three ways:

Trigger	Description
Manual	You click Hand over to the operator on this screen.
Automatic	The AI agent triggers a handover based on the handoff conditions configured for it — see Allow human handoff in Simple mode.
Customer request	The customer asks for a human and the agent's instructions allow the transfer.

Hand a session over

1. Find and select the active session. Active sessions show a pulsing dot in the Agent column.
2. Under the chat, click Hand over to the operator.
3. Wait for the confirmation message Session set to operator.

After the handover:

• The AI agent stops responding automatically in this session.
• A system marker Transfer to human agent at <date and time> appears in the chat.
• The session appears as an incoming session in the Human Agents workspace, where a human agent can accept it with the complete conversation history.
• Once a specific person is assigned, the Responsible column shows their avatar, and an assignment marker appears in the chat.
• Messages the human agent sends are logged in the same session history.

If the button is disabled

Hover over the button to see the reason:

• Session is already finished — a closed session cannot be handed over; the customer's next message starts a new session.
• Session is already handled by an operator — the session is already in human or copilot mode.
• You do not have permission to hand over sessions — ask your administrator for the required role.

Intercom

For the Intercom channel, handover is controlled by the Assignee field in Intercom itself: assigning the conversation to any user other than the Flametree bot moves the session to human mode automatically.

Common issues

• A session does not appear in the list. Check the active filters — the Search button icon is highlighted when any filter is applied. Open Session Filters and click Reset, or remove filters one by one to find the restrictive one.
• Country and IP filters return nothing. These fields are populated for web sessions; messenger and email sessions usually carry no IP data.
• The chat looks empty for a voice session. The transcript may still be processing — a placeholder is shown during transcription. Refresh after a moment.
• You cannot tell whether the AI or a person answered. Human agent messages always show the agent's name in the bubble header, and the Responsible column shows who currently owns the session.
• Session results are empty although the conversation looks complete. Check the agent's conversation results configuration, then open Trace Logs to see whether a result-collecting call ran.
• The Trace Logs tab is missing. Your tenant is on the Free plan; traces are available on paid plans.
• No logs found. Logs may not be written yet for a session that started moments ago — click Refresh in the Logs drawer.
• Nobody picks up a transferred session. The handover puts the session into the shared incoming queue. Make sure human agents are online in the Human Agents workspace.

Related pages

• 360 View — the full customer profile behind a session
• Human Agents — the workspace that receives handovers
• Simple mode — configure conversation results and human handoff
• Playground — create test sessions without connecting a channel
• Campaigns — outbound conversations that also appear as sessions