--- title: Reviewing Agents' Live Chats description: See who a chat was assigned to along with a summary of the conversation --- [Skip to content](https://learn.tryswivl.com/reviewing-agents-live-chats#main-content) English Show submenu for translations ![Full Color.png\]](https://learn.tryswivl.com/hs-fs/hubfs/Full%20Color.png?height=50&name=Full%20Color.png) Open main navigation Close main navigation - English Show submenu for translations - [Go to Studio](https://v3.swivl.studio/) [Go to Studio](https://v3.swivl.studio/) How can we help you? - There are no suggestions because the search field is empty. 1. [Using swivl](https://learn.tryswivl.com/?hsLang=en) 2. [Performance & Analytics](https://learn.tryswivl.com/performance-analytics?hsLang=en) # Reviewing Agents' Live Chats ## See who a chat was assigned to along with a summary of the conversation **Innovator Tier** [Escalation History](https://swivl.studio/settings/escalations/history) allows you to see who a chat was assigned to, what the conversation was about, a sentiment score, and more. If this feature isn’t available to you, reach out to [sales@tryswivl.com](https://learn.tryswivl.com/sales@tryswivl.com?hsLang=en) for more information. ![](https://learn.tryswivl.com/hs-fs/hubfs/image-png-Jan-09-2025-06-22-21-1569-PM.png?width=2054&height=1490&name=image-png-Jan-09-2025-06-22-21-1569-PM.png)   The left column gives a high-level view of what occurred. Each entry contains the user’s name, when the conversation was created, and one of the following options: - Handled by {Agent Name} - No Agents Accepted - Outside Hours - No Agent Available ---   We’ve also included a filter and search bar here for your convenience. If no filters are selected, all chats will be shown. Select a Result or Agent and press Save to see just your selection(s): ![image.png](https://codahosted.io/docs/zAMzMQFpNt/blobs/bl-aAKELmDmj_/b96b012d8642591b7b09fbb4cfb71f13f98624c27ea9fd3bc198c81e421f0f3bbc0dff001b01a250aa2ff736ea99b7e18c23243cc51bcd4d6798eb6ff985a39cb5a489ba5f1fa3106092b90ac49507ec10b0c82791a2bc83c7ba0032d13cf3e21ffb0974)   Select one of the entries to pull up the escalation history in the right column:   ![image.png](https://codahosted.io/docs/zAMzMQFpNt/blobs/bl-9jHdfhgqJ-/dad5fade0d6cbc28942abc1260ee81038aaaaa1ebeac37d3d3ac108e78ef377a0f76a34cd7bc98b3ce5299f0188a24817fcf4436cdb3d75615987b1df71bb377bfbfbddb27667222e6b4d596e8911730694cbc399198dff5180e1676216062ce13cbc36e) At the top, you’ll see the user’s name, whether it was a bot or agent-initiated conversation, when the conversation was created, and a link to the full transcript. Below that, click Generate to see a summary of the conversation along with a sentiment score. The higher the sentiment score, the more positive the conversation was: ![image.png](https://codahosted.io/docs/zAMzMQFpNt/blobs/bl-vbLJaTob75/cef59680a53908018ae23336bb98ddf74b1fa103fbe5bd02c4e94c81c0399e8fe4ebc71a482692c0de0381cbc5d04aef5e83d40fe52b0cd864763a78879265c151266b033c277805fcd0293b73ba3d0b5bedcdbdd2a08eb39f56cf2f55ec26c99adddb5f)   ---   Next, there’s an Activity section that details every step of the escalation process. See below for what each of the emoji means: 🤖 Bot Initiated Escalation 👩‍💻 Agent Initiated Escalation   🔍 Searched Available Agents ➡️  Assigned to {Agent Name} 💬 Accepted by {Agent Name} 🙅 Rejected by {Agent Name} 🙈 Missed by {Agent Name} ✅ Conversation Ended by {Agent Name} 💤 No Agents Accepted 🚫 No Agents Available ⏰ Outside Hours   ---   Lastly, we show which agents were available at the time of escalation. We hope that this keeps your agents more accountable: online and available during their shifts. ![image.png](https://codahosted.io/docs/zAMzMQFpNt/blobs/bl-NtmWIKYzHc/f726cd9094e10909617efd5b9b2d417a61c3f739302b69da6d7b313ded65e3fe7000e140dbda5501c688b53c9f8d532b56233538690b79a5adee6d4781c70c91867be7da5b848e32c310b3a2965ea85e2f6cd067b2805214b5f5ad89b62bfb3fe24f4843) - [Getting started](https://learn.tryswivl.com/getting-started?hsLang=en#main-content) - [For Admins](https://learn.tryswivl.com/getting-started?hsLang=en#for-admins) - [For Agents](https://learn.tryswivl.com/getting-started?hsLang=en#for-agents) - [Set Up your Bot](https://learn.tryswivl.com/getting-started?hsLang=en#set-up-your-bot) - [Roles & Permissions](https://learn.tryswivl.com/roles-permissions?hsLang=en#main-content) - [Password Resets](https://learn.tryswivl.com/roles-permissions?hsLang=en#password-resets) - [Property Manager](https://learn.tryswivl.com/property-manager?hsLang=en#main-content) - [Details](https://learn.tryswivl.com/property-manager?hsLang=en#details) - [Cortex](https://learn.tryswivl.com/property-manager?hsLang=en#cortex) - [Groups & Locations](https://learn.tryswivl.com/property-manager?hsLang=en#groups-locations) - [Chatbot Setup](https://learn.tryswivl.com/chatbot-setup?hsLang=en#main-content) - [Installing your Bot](https://learn.tryswivl.com/chatbot-setup?hsLang=en#installing-your-bot) - [Advanced](https://learn.tryswivl.com/chatbot-setup?hsLang=en#advanced) - [Escalations (Live Conversations)](https://learn.tryswivl.com/escalations-live-conversations?hsLang=en#main-content) - [Agent Profile & Availability](https://learn.tryswivl.com/escalations-live-conversations?hsLang=en#agent-profile-availability) - [Handling Live Chats](https://learn.tryswivl.com/escalations-live-conversations?hsLang=en#handling-live-chats) - [Notifications](https://learn.tryswivl.com/escalations-live-conversations?hsLang=en#notifications) - [FMS Integrations](https://learn.tryswivl.com/fms-integrations?hsLang=en#main-content) - [Connecting your FMS](https://learn.tryswivl.com/fms-integrations?hsLang=en#connecting-your-fms) - [Leads](https://learn.tryswivl.com/fms-integrations?hsLang=en#leads) - [SMS & Automated Sequences](https://learn.tryswivl.com/sms-automated-sequences?hsLang=en) - [Troubleshooting](https://learn.tryswivl.com/troubleshooting?hsLang=en) - [Reputation Management](https://learn.tryswivl.com/reputation-management?hsLang=en) - [spot.is (QR codes)](https://learn.tryswivl.com/spot-is-qr-codes?hsLang=en#main-content) - [Payments](https://learn.tryswivl.com/spot-is-qr-codes?hsLang=en#payments) - [Performance & Analytics](https://learn.tryswivl.com/performance-analytics?hsLang=en#main-content) - [Analyzing Customer Behavior](https://learn.tryswivl.com/performance-analytics?hsLang=en#analyzing-customer-behavior) - [Connecting Apps](https://learn.tryswivl.com/connecting-apps?hsLang=en#main-content) - [Google](https://learn.tryswivl.com/connecting-apps?hsLang=en#google) - [Resources](https://learn.tryswivl.com/resources?hsLang=en) - [Notifications](https://learn.tryswivl.com/notifications?hsLang=en) - [Contact Us](https://learn.tryswivl.com/contact-us?hsLang=en) - [Payments](https://learn.tryswivl.com/payments?hsLang=en) - [Voice](https://learn.tryswivl.com/voice?hsLang=en) - [Cortex](https://learn.tryswivl.com/cortex?hsLang=en) - [Chatbot Topics](https://learn.tryswivl.com/chatbot-topics?hsLang=en) - [Ticketing](https://learn.tryswivl.com/ticketing?hsLang=en) [![Chill listening crop-3](https://learn.tryswivl.com/hs-fs/hubfs/swivl_logo_dark_png.png?width=80&height=24&name=swivl_logo_dark_png.png "Chill listening crop-3")](https://swivl.studio) swivl Support Copyright © 2026, swivl