The Conversation Diagnosis menu on the Conversation Review page provides deeper insights into the agent’s behavior and decision-making at each turn. Users can toggle different data layers to inspect how the agent understood the user and responded.

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Available diagnosis views

  • Function calls View the functions the agent triggered during the call. conversations-function
  • Flows and steps Tracks the agent’s navigation through flows and steps, showing the execution path and decisions made.
  • Topic citations Highlights the knowledge base topics the agent used to generate each response. conversations-topics
  • Intents Shows the recognized intent for the user’s input (for intent-based projects).
  • Entities Lists extracted entities captured from the user, like booking numbers, account IDs, or city names. This is especially useful in transactional scenarios where the agent needs to capture structured data from free text.