Review AI Activity with the Interactions Viewer

Summary

The AI Interactions page at AI > Interactions is a single list of everything your AI has done with customers: WhatsApp and SMS replies, portal chat replies, and voice calls. Each entry shows who the customer was, what the outcome was, and whether it escalated to staff. Opening an entry shows the full conversation or call, plus a “What the AI checked” panel listing the data the AI looked up before answering. Use it to spot-check the AI’s work and to investigate any reply a customer queries.

Prerequisites

• You have the ai.audit.view capability (Owner and Manager roles).
• The AI has handled at least one conversation or call.

Steps

Open the interactions list

1. Navigate to AI in the main navigation, then select Interactions.
2. A stat bar at the top summarises the last 7 days: how many interactions the AI handled, how many escalated, and the percentage resolved automatically.

Read the list

1. Each row is one interaction. It shows:
   • A channel icon: WhatsApp, SMS, portal, or voice.
   • The customer’s name, where recognised.
   • A one-line outcome.
   • A confidence chip (amber or red) on low-confidence chat replies.
   • An escalation badge where the interaction was handed to staff.
2. Filter with the chips above the list: by channel (WhatsApp, SMS, Portal, Voice, Other) and by escalation outcome.
3. Click Load more at the bottom to page through older interactions.

Open an interaction

1. Click any row to open the detail view.
2. For a chat interaction, you see the message thread read-only, with the customer name, channel, detected intent, confidence, and escalation status.
3. For a voice call, you see the transcript, call summary, outcome, and escalation status. Recording playback appears if your role also has voice.escalations.view; otherwise a note explains the recording is restricted and the transcript remains available.
4. The What the AI checked panel lists the data sources the AI consulted: opening hours, service prices, your knowledge base, vehicle history, and so on. A failure indicator shows where a lookup did not work, which often explains an unhelpful reply.

Use the dashboard card

1. The main dashboard includes an AI Activity card with the same 7-day stats and a View all link straight to the interactions list.

Expected Outcome

• You can answer “what has the AI been doing?” in one place, across every channel.
• Any individual reply or call can be traced: what the customer said, what the AI looked up, and what it answered.

Troubleshooting

Problem: The AI section is missing from the navigation. Cause: Your role lacks the ai.audit.view capability. Fix: Ask an owner to update your role permissions.

Problem: A voice interaction shows a transcript but no audio player. Cause: Recording playback additionally requires the voice.escalations.view capability, or no recording exists for the call. Fix: Ask an owner to grant the capability if you need playback, or open the call in Call logs with an account that has it.

Problem: The AI gave a wrong answer and I want to know why. Cause: Usually a failed or missing data lookup. Fix: Open the interaction and read the What the AI checked panel. A failed lookup or a gap in your knowledge base or service prices is the most common cause. Fix the source data in Settings.

Permissions

Action	Required capability
View the interactions list and detail pages	ai.audit.view
Play voice recordings within an interaction	voice.escalations.view

Notes

• This viewer covers customer-facing AI activity. Staff actions on records (work orders, invoices, settings) live in the general audit log.
• Replies the AI sent while your usage limit was reached also appear here, so nothing the AI says to a customer is invisible to you.
• The AI Analytics dashboard shows aggregate trends over time; this page is for inspecting individual interactions.