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4. Finding a conversation

 Finding a conversation
======================

Updated 1 month ago · 2 min read

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Conversation history lists every conversation your chatbot has had. On a busy bot that is a lot of threads, so the filters are what make it useful.

![The conversation history list in the dashboard with the filter options expanded](https://assist.knowledge.civ.io/storage/deaH6Q0rH0TFQL9ulkp3tAB8ijlE7NRFLBfKBpCW.png)

Opening the list
----------------

Go to **Conversations** in the dashboard. Each row is one conversation, and selecting it opens the full thread. See [Reading a conversation and understanding alerts](/articles/reading-a-conversation-and-alerts).

Conversation status
-------------------

Every conversation has one of three statuses:

- **Active** means the conversation is still open. The user could return and carry on where they left off.
- **Inactive** means it ended naturally, because the session expired after a period without messages. Most conversations end up here.
- **Blocked** means an admin has blocked the session.

The alerts filter
-----------------

Alerts mark conversations where something went wrong or a reply was stopped. Use the **Alerts** filter to narrow to what you want:

Filter

Shows

With errors

At least one message encountered a technical issue.

With warnings

At least one reply may be incomplete.

With guardrail blocks

At least one message was qualified as out of scope or jailbreak attempt.

With escalations

At least one message raised an escalation to your team (if configured).

With alerts

At least one error, warning or guardrail block.

Without alerts

No errors, warnings or guardrail blocks.

A warning means the chatbot still answered, but part of the response may have been held back. Common causes are supporting content the chatbot could not use, or a reply cut short when the user closed the page before it finished.

A good place to start
---------------------

Filter to **With guardrail blocks**. These are the questions your chatbot could not answer, which makes them the fastest route to a useful improvement.

Most will be genuinely outside what your bot covers. The ones that should have worked are gaps in the bot configuration and potentially the knowledge base. You can contact the Civio team to make improvements.

Filter to **With errors** occasionally as well. Errors are technical faults rather than knowledge gaps, and a run of them is worth reporting to your Civio representative.

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