Conversations & end-users
Browse conversations, block/unblock, delete an end-user.
Conversations
The Conversations page lists every conversation in your organization, filterable by agent. Pick one in the left panel to read its full message history on the right — older messages load as you scroll up. An empty conversation means the widget was opened but the end-user never sent anything.
Opening a conversation from Runs & traces or from an end-user's page automatically filters and scrolls to the relevant message.
Below an assistant's message, if the agent called a tool needing confirmation, you'll see a small line showing the decision: "Approved · [tool name]", "Approved for this conversation · [tool name]", "Declined · [tool name]", or "Expired · [tool name]" — depending on the outcome and whether it was remembered. To see the full decision details (who, when), open the run in Runs & traces.
End-users
An end-user is anyone (or anything) that has chatted with your agent — identity comes from the end-user id you send at token exchange (see Authentication), or an anonymous id for a widget visitor with no signed-in identity of their own.
The end-user table shows: any metadata you sent along, first/last seen, conversation count, and status (Active / Blocked).
API-key users
When your backend calls /v2/chat directly with an API key (no widget
involved), each API key also creates a service-kind "end-user" —
representing those server-to-server calls. The table hides these by
default so they don't crowd out real customers; flip the Show API-key
users toggle at the top to see both kinds.
Block / unblock
Blocking an end-user refuses their next message immediately, even from a chat window that's already open. Their conversations and history stay intact, and you can unblock them at any time.
Delete
Deleting an end-user permanently deletes every conversation, message and run of theirs — this cannot be undone. Their usage totals (tokens spent) are kept in your organization's usage report. If they chat again, they start as a brand-new end-user with no history.
You can't delete an end-user who has a run pending or running — cancel it or wait for it to finish first.