Operate and monitor
The Operate and Monitor sections are where Clients review production behavior and resolve issues after agents start talking to Users.
Conversations
Section titled “Conversations”Conversations shows conversations and supports searching by keyword or by meaning. Use it for support review, quality review, and finding examples for future tests.
If Conversations is empty, no User has talked to an agent in the selected workspace yet.
Users lists people who have talked to your agents. Each User has their own memory and related activity. Add a User manually when you need to prepare a record before the first conversation, or wait for Users to appear from agent interactions.
Calls is for inbound and outbound PSTN sessions, separate from widget history. The current Calls page has All and Pending views, plus filters for direction, origin, and status.
Calls can be filtered by:
- Direction: all, inbound, or outbound.
- Origin: all, inbound, scheduled, or rescheduled.
- Status: all, completed, in progress, or failed.
Scheduling calls requires a phone number and relevant agent setup.
Memory
Section titled “Memory”Memory lives under Monitor. It shows what agents remember across the workspace and lets operators search individual memories. Use it for visibility and support review, not as a dumping ground for secrets.
Observability
Section titled “Observability”Observability also lives under Monitor and has three views:
- Overview for high-level runtime health.
- Monitor for active and recent operational review.
- Logs for detailed troubleshooting.
Filters include time range, agent, span type, model, provider, tag, error-only mode, and whether to include test data. If traces are unavailable, verify that sessions have run and that the workspace has access to observability data.