Conversations: review, prove, correct

The list shows the most recent conversations first: calls received. Unread conversations are highlighted, and the Mark all as read button clears the counter.

Opening a conversation gives you two blocks. The Summary holds in a few lines what the caller wanted and what was decided. The Transcript gives the full exchange, line by line, with Assistant and Caller clearly separated.

The header repeats the date, the duration and the assistant that answered. A caller already in your contacts appears under their name; otherwise the Add to contacts button creates the record in one click.

Search runs on the content of conversations. The filter menu narrows by channel, assistant, outcome, status, date, duration, intent and calls outside opening hours. One button clears every filter at once.

Two notions not to confuse. Intent says what the caller wanted: appointment, quote, emergency, information, spam. Outcome says what the call produced: appointment booked, appointment cancelled, resolved, transferred, abandoned, no interaction, spam.

Each value carries a tooltip with its exact definition. These are the same values as the donut on the Overview: clicking a slice opens this list already filtered.

This is the most useful feature of the tab, and the least known. An answer does not suit you? Hover the assistant bubble and click the flag. An Improve this reply card opens, quoting the answer at fault.

You then write the expected answer. Tinos turns it into a correction, adds it to the Knowledge page, Your rules section (list “What the assistant has learned from your corrections”) and applies it to the next calls. A marker stays on the corrected bubble.

If the assistant cannot be updated right away, the correction is saved anyway and applied as soon as possible. You follow its status in the Knowledge page, Your rules section.

When recording is on, a player lets you listen to the call again. Two messages sometimes replace the player, and they do not mean the same thing.

Recording unavailable: the audio passed its 30-day retention period, or it was deleted. The transcript remains.

The caller refused to be recorded: during the call, the person objected to being recorded. The audio is deleted at their request, the transcript remains. This is a European right, and your assistant honours it without you having to step in.

Row actions are there to keep a clean list over time.

Block this number has a lasting effect: the call is marked as spam, its recording deleted, and future calls from that number are declined before your assistant answers, at no charge. The reverse action, Unblock this number, is available from the conversation or from the blocked numbers list in Contacts. A call marked as spam by mistake, whose number is not blocked, is corrected with Not spam.

• Favourites: the calls you want to find quickly.
• Archive: the conversation leaves the list without erasing anything, and a filter brings it back.
• Copy link: share one specific conversation with a colleague in your workspace.
• Delete call: permanent removal of the transcript, the summary and the contact details. With no way back.

The export button produces a CSV file of the conversations as you filtered them on screen. One line per conversation, ready for a spreadsheet.

Each line carries the date, name, number, direction, intent, outcome, duration, the estimated minute cost for calls, the summary and the channel.

Two retention periods coexist, because the data is not equally sensitive.

The audio recording is deleted automatically after 30 days, for all accounts. This duration is fixed; no setting is needed.

The conversation itself, summary and transcript, is anonymised after one year: caller details disappear, statistics remain. In the transcript of a call, card numbers, bank account numbers and social security numbers are masked before storage, even when spoken out loud.