AI dashboards and audit logs

AI dashboards and audit logs show you what your HLB AI agents are doing. You can measure their results and troubleshoot unexpected behavior.

The conversation AI dashboard shows how all your conversation AI agents are performing on one screen. Go to AI Agents, open Conversation AI and use the dashboard tab. Filter by date range, channel and agent to compare results. Metrics include unique contacts, total messages, appointments booked, workflows triggered, human handovers, transfers and estimated time saved. You can open a summary or the full transcript of individual conversations. To see the dashboard, a user needs the View Conversation AI Dashboard permission.

Audit logs record when an agent is turned on, turned off, paused or reassigned. Each entry shows what caused the change, who made it and when. Changes can come from workflows, appointment bookings, human handovers, agent actions or users. Automated changes show System as the user. This helps you find out why an agent stopped responding or why another agent took over. There are two places to check:

• For your whole account: go to Settings, open Audit Logs and choose Conversation AI Activity in the module filter.
• For one contact: open their conversation and click Audit logs at the bottom of the contact details panel.

General audit log records are kept for 60 days.

For managed agents, found under AI Agents and Agent Studio, the activity feed lists recent runs, newest first, with the status, time and trigger type of each. Open a run to see the conversation, the steps it went through, the tools it used, its inputs and outputs, and timing. You can rate individual agent replies with thumbs up or thumbs down and explain what went wrong.