Conversation Details Page

The Conversation Details Page is the lowest level of drill-down available in the Containment tab. It displays a record-level tabular view where each row represents a single conversation, with all associated metadata.

Figure 1: Conversation Details Page — Individual Conversation Records

1. Available Columns

Column	Description
Organization	The unique organization identifier (UUID) that owns this conversation. Used for multi-tenant data isolation.
ConversationId	A unique identifier (UUID) for the individual conversation. Can be used to locate specific conversations in the Conversation Viewer or for API lookups.
Conversation Start Date	The calendar date when the conversation began.
Conversation Start Time	The exact time the conversation started (e.g., 10:01:10 AM).
Conversation End Date	The calendar date when the conversation ended.
Conversation End Time	The exact time the conversation ended (e.g., 10:02:17 AM).
Conversation Date	Combined date and time stamp (e.g., 3/28/2026 10:01:10 AM).
ANI	Automatic Number Identification — the caller’s phone number or unique user identifier. For chat channels, this may display a system-generated identifier (e.g., “INB-CHAT-USER-E…”).
DNIS	Dialed Number Identification Service — the number or endpoint the user dialed or connected to (e.g., “INB-CHAT-SYSTEM-EN…”). Identifies which service entry point was used.
Channel	The communication channel used (e.g., “chat”, “phone”).
Stage	The environment (e.g., “PROD” for production).
Assistant	The name of the AI assistant that handled the conversation (e.g., “Sainsb…”, “Hello_I…”, “GPT4-C…”).

2. Business Value

The Conversation Details Page enables root-cause analysis at the individual conversation level. Support teams can locate specific conversations by ID, time range, or channel for troubleshooting and quality review. When an issue is detected at the aggregate level (e.g., a containment rate drop), analysts can drill down to this view to inspect the specific conversations that contributed to the anomaly.

The combination of Organization ID, Conversation ID, and timestamps provides a complete audit trail for compliance and governance purposes. The ANI and DNIS fields are particularly valuable for voice-based products (Customer v2), enabling identification of specific callers and service entry points.