Inside a Session
Explore the full transcript, execution trace, and variables behind any conversation
Each conversation with an agent produces a detailed record of what happened and why. Open a session in Observatory > Sessions > Chat Sessions and trace the full path of a conversation: what the user said, what the agent did in response, and every workflow operation that happened in between.
This is how you find out why your agent behaved the way it did, whether you are investigating a problem or reviewing a conversation that went well. Additionally, use the Session Analysis plugin to gain unique insights for each conversation through LLM-powered summaries, sentiment scores, and customizable evaluation criteria.
What Gets Captured
Each session records everything that happened during a conversation, from the messages exchanged to the internal operations your workflow performed behind the scenes.
Transcript: Every message between the user and the agent, whether text, voice, or a combination, or system events like LiveChat handoffs and CSAT submissions
Interaction log: The full execution trace for each user message, with the steps the workflow ran in order. See the Interaction Logs page for the full reference
Variables: A snapshot of all workflow variables at the end of the session, plus intermediate snapshots at each user message so you can track how values changed over time
Session metadata: Context about when and where the conversation took place, who initiated it, and how it was categorized
Tickets: References to support tickets created in external systems like Zendesk during the conversation
Analysis insights: Summary, sentiment, resolution status, urgency, and classification tags generated by Session Analysis
This means you can answer questions like "what prompt did the LLM receive?", "which variable had the wrong value?", or "how did the user feel about the interaction?" all from a single session.
Session Details
Select any session in the Chat Sessions table to open the detail view. Everything about the session lives here, organized across a set of tabs. Use the fullscreen button and adjust the panel size when you need more space. Some tabs are hidden when a session has no data for them, for example Contact for automated test sessions or CSAT for conversations without a survey.
The tab bar sits at the top of the detail view.
The Chat Tab
The chat section displays the full conversation with user messages on the left and agent messages on the right. This is the opposite of a typical chat interface, where the current user's messages appear on the right. Here, the perspective is reversed because you are reviewing someone else's conversation.
Each message is labeled as Bot or User with a timestamp. User messages appear on the left, agent responses on the right.
The full conversation is preserved here, so you can read through every message exchanged between the user and the agent.
Select any user message in the transcript to reveal the interaction log behind it. Each step shows the type of operation, its duration, and whether it succeeded or failed. See The Interaction Log for a full breakdown
System events like conversation starts, CSAT submissions and user LiveChat handoffs appear inline as separators.
The URL updates with the session ID, and with the interaction ID when you select a specific user message. Copy the URL from your browser to share or bookmark the exact view.
The Interaction Log
Selecting any user message in the transcript opens the interaction log behind the agent's reply to it. The trace shows each step the workflow ran to produce that reply, in order, with the type of operation, its duration, whether it errored, and the raw request and response payload.
Each user message is the trigger that starts a workflow execution, so you select the user message to see what ran in response. The first agent message in the conversation is the exception. Select it directly, because it runs before any user input.
The panel has two tabs:
Interaction Logs: the list of interactions in order. Expand any step to see its payload and details
Variable Values: a snapshot of session-scoped variables at this point in the conversation, including the writes the workflow made up through this turn
This is what makes session debugging concrete instead of speculative. Instead of guessing why your agent said something, you can trace the exact sequence of operations and see the raw data behind each one.
Learn more about interactions in the Interaction Logs page.
Session Analysis
Session Analysis is a powerful tool that turns individual conversations into structured, trackable data. It uses an LLM to generate insights from a completed session: a summary, sentiment score, resolution status, urgency level, and classification tags.
Open a session and navigate to the Session Details tab. Select Run to trigger it. After the first execution, the button changes to Rerun, letting you regenerate insights after updating your plugin configuration. To run analysis automatically on new sessions, enable and configure the Session Analysis plugin.
Default Insights
Summary: A concise description of the conversation
Classification Tags: Category labels that match your defined tags, automatically added to the session
Sentiment: User satisfaction (Positive, Neutral, or Negative)
Resolution: Whether the issue was addressed (Resolved, Unclear, or Unresolved)
Urgency: Priority level (Low, Normal, or Urgent)
Toggle Expert Mode in the plugin settings to customize which insights are generated, filter which sessions get analyzed or chain multiple LLM executions for advanced analysis workflows.
These outputs are searchable across your sessions. In Sessions, use Search by signal to filter by any signal key like resolution or sentiment, including custom signals.
Session Analysis is powered by a plugin that needs to be activated and configured first. See the Plugins page for setup instructions and advanced configuration options.
Best Practices
Start from the interaction log when debugging: Select the user message that triggered unexpected behavior to see what the workflow actually did.
Manually add tags from the sidebar to mark sessions for follow-up: Use the Tags field in Session Details to flag conversations you want to revisit, then filter the Chat Sessions list by those tags later
Bookmark a session by copying its URL: The URL updates with the session ID and the interaction ID when you select a message. Share it in a ticket or paste it into team chat to point others at the exact view
Use Session Analysis for trends: Run analysis across sessions to track sentiment and resolution patterns over time. Use Expert Mode to define custom insight categories that match your business needs
You can now open any session, read the full transcript, and trace every step the workflow executed to produce each response.
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