# Review AI Conversations in Robylon Transcripts

Review your AI agent's conversations, filter the ones that need attention, and track review status and notes.

> Source: https://www.robylon.ai/docs/improve/transcripts
> Section: Improve your AI agent

**Transcripts** is where you review what your AI agent actually said. Every AI conversation is listed with its full message history, and you can filter for the ones that went wrong, mark each one's review status, and leave notes.

Open it from **Transcripts** in the left sidebar.

## Which conversations are in Transcripts?

Chat conversations and completed voice calls. Chat includes your website chatbot and messaging channels such as WhatsApp and Instagram DMs. Email tickets are not shown in Transcripts; review those in the [inbox](https://www.robylon.ai/docs/inbox/unified-inbox).

## How do I find the conversations that need review?

Click the filter icon above the list, set your filters, and click **Apply**. The most useful filters for finding problems are:

| Filter | Use it to find |
| --- | --- |
| **Transcript Status** | Conversations waiting for review, such as **Needs Review**. |
| **User feedback on messages** | Conversations where a customer gave a thumbs-down (**Negative**) to a message. |
| **CSAT Rating** | Low-rated conversations. |
| **KB answer** | Conversations where the agent did, or did not, answer from the Knowledge Base. |
| **Chat Net Sentiment Score** and **Chat Sentiment Shift Score** | Conversations where the customer was unhappy, or got less happy. See [Sentiment analysis](https://www.robylon.ai/docs/conversation-insights). |
| **Evaluations** | Conversations an [evaluation](https://www.robylon.ai/docs/improve/evaluations) has run on. |
| **Handled By** | Conversations handled by the AI alone, or by the AI and a teammate. |
| **Test conversations** | Your own test chats, or only real ones. |

You can also filter by **Date Range**, **Channel**, **Human Agents**, **Agent Groups**, **Transcript notes**, **Chat Status**, **Chat Priority**, **User Turns**, **Tags**, **Intent Classification**, **Properties & Entities**, and, for voice, call direction, status, duration, calling number, voice AI agent and recording.

## How do I track which conversations I have reviewed?

Set each conversation's **Status** in the **Review** section of the right-hand panel, and add **Notes** for anything your team should know.

| Status | Use it for |
| --- | --- |
| **Pending Review** | Not looked at yet. Every new transcript starts here. |
| **Needs Review** | Something may be wrong and someone should look. Conversations rated 3 or lower in a [CSAT survey](https://www.robylon.ai/docs/csat/forms) are set to this automatically. |
| **In Review** | Someone is looking at it now. |
| **Reviewed** | Done. |
| **On Hold** | Waiting on something, such as a fix to a source or a decision from another team. |

To update many at once, select them with **Click to Select** and change their status together.

<Tip>
A simple weekly routine: filter by **Needs Review**, work through the list, fix what you find, and set each one to **Reviewed**. Use **Notes** to record what you changed.
</Tip>

## What else does the conversation panel show?

Next to the messages, the right-hand panel shows:

* **Review:** the transcript's status and notes.
* **User info:** the customer's details, such as client user ID, phone and email.
* **Tags** and **Variables** set during the conversation.
* **Evaluations:** results of any [evaluations](https://www.robylon.ai/docs/improve/evaluations) run on it.
* **Credits used:** the credits the conversation consumed, the number of turns, and a breakdown by model. See [Usage](https://www.robylon.ai/docs/account/usage).

## How do I fix a wrong answer from a transcript?

For an answer from the Knowledge Base, click **Click to Improve** under it, correct the question and answer, and save it as a Q&A. See [Click to Improve](https://www.robylon.ai/docs/knowledgebase/click-to-improve).

For other answers, fix the source:

* **An answer from a custom AI agent:** edit that agent's instructions. See [Custom AI agents](https://www.robylon.ai/docs/ai-agents/custom-ai-agents).
* **A message from a workflow:** edit the step in the workflow that sent it. See [Workflows](https://www.robylon.ai/docs/product/product).

## Can I download a transcript?

Yes. Download a single transcript as a text or PDF file, or select several with **Click to Select** and download them together.