> ## Documentation Index
> Fetch the complete documentation index at: https://docs.callkaro.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Monitoring Live Conversations

Once an agent is live, two screens matter: the **Inbox** for individual conversations, and **Analytics** for the shape of the whole thing.

## The Inbox

**Dashboard → Inbox**, with separate **WhatsApp** and **Instagram** tabs. Every conversation your agents are having, in real time.

For WhatsApp, pick the number whose conversations you want to see; search by phone number to jump to one contact.

### Per-conversation controls

| Control             | What it does                                                                                                  |
| ------------------- | ------------------------------------------------------------------------------------------------------------- |
| **De-assign**       | Removes the explicit chat-agent assignment for this contact on this WhatsApp number. Messages are not deleted |
| **Clear Chat**      | Clears the conversation history so previous messages are no longer included in the AI's context               |
| **View Logs**       | Opens the raw agent logs for this conversation. Master admins only                                            |
| **Assign to Agent** | On a handed-off Instagram conversation, hands the contact back to the agent                                   |

<Warning>
  **Clear Chat is about context, not display.** It stops earlier messages being fed to the model — useful when a conversation has gone off the rails and you want the agent to start fresh with that customer.
</Warning>

### Handed-off conversations

When an Instagram agent triggers [human transfer](/chat-agents/configuration/instagram-settings), the conversation is marked as handed off and **the bot stops replying to that contact**. The Inbox has a filter for these, with a count — that filter is the queue your team works from.

A handed-off contact stays handed off until someone clicks **Assign to Agent**. It never resumes on its own, so a customer waiting for a person is never interrupted by the bot mid-sentence.

### Message delivery

Each outbound message carries its delivery state. A message that failed shows **Not delivered** with the provider's reason, which is usually enough to tell a template problem from a number problem from a policy block.

## Chat analytics

**Dashboard → Analytics**, chat section.

| Metric                            |                                                                      |
| --------------------------------- | -------------------------------------------------------------------- |
| Total Messages                    | Everything in the range                                              |
| Outbound / Inbound Messages       | Split by direction                                                   |
| Campaign Messages                 | How much of the volume came from campaigns rather than conversations |
| Delivered                         | Reached the handset                                                  |
| Failed                            | Did not                                                              |
| Unique Contacts                   | How many people, not how many messages                               |
| Total Cost / Avg Cost per Message | What it cost                                                         |

Filter by:

* **Direction** — all, outbound, inbound
* **Status** — success (not failed), delivered (incl. read), read, sent (not delivered), failed
* **Channel** — all, WhatsApp, Instagram
* **Campaign** — all messages, campaign messages only, excluding campaigns
* **Agent** — grouped into Live and In-Progress

<Tip>
  **Excluding campaigns** is the filter that shows you what your chat agent is actually doing. Campaign sends otherwise dominate the totals and hide conversation volume entirely.
</Tip>

## What to watch

<AccordionGroup>
  <Accordion title="Failed messages trending up" icon="triangle-exclamation">
    Usually a template problem, an expired media URL, or a number that has been restricted. Open one in the Inbox and read the failure reason.
  </Accordion>

  <Accordion title="Outbound far exceeding inbound" icon="scale-unbalanced">
    The agent is talking more than it is being talked to. Check whether Multiple Messages per Reply is splitting too aggressively, or whether follow-ups are firing on conversations that were already finished.
  </Accordion>

  <Accordion title="Handoff queue growing" icon="users">
    Either the transfer criteria are too broad, or the agent genuinely cannot handle a category of question that deserves its own function.
  </Accordion>

  <Accordion title="Cost per message climbing" icon="indian-rupee-sign">
    Usually Context Length or Max Function Rounds was raised, or the agent moved to a larger model. All three are worth re-checking against the quality they actually bought.
  </Accordion>
</AccordionGroup>

## Related

<CardGroup cols={2}>
  <Card title="Inbox" icon="inbox" href="/whatsapp/inbox">
    The Inbox in detail
  </Card>

  <Card title="Webhook" icon="plug" href="/chat-agents/configuration/webhook">
    Getting these events into your own systems
  </Card>
</CardGroup>