Review live conversations with your Rovo agent
Live conversation review provides visibility into the interactions between Rovo agents and users. It allows agent managers and owners to view transcripts, monitor agent performance, and ensure compliance with organizational policies.
Trust in performance is a key factor when deploying agents, especially in service environments where agents handle official policies and procedures. Conversation review addresses this by providing the visibility needed to monitor agent performance. By reviewing these conversations, agent managers can identify where users are getting stuck or dropping off, monitor answer quality, and find opportunities to optimize configuration.
Rovo agent conversations follow a 30-day retention policy. All conversations expire expire 30 days after the last message was sent in the conversation. If live conversation review is disabled and then re-enabled within this period, previously recorded conversations will remain visible. However, any conversations that are continued while the feature was disabled will no longer be displayed.
Who can enable live conversation review?
To enable this feature, you must hold both a workspace-level admin role and a specific agent role.
Roles | None | Agent collaborator | Agent | Agent |
|---|---|---|---|---|
None | No | No | No | No |
Org admin | No | No | Yes | Yes |
Studio admin | No | No | Yes | Yes |
Who can view live conversations?
Access to view transcripts is restricted to agent creators and managers to ensure data privacy.
Role | None | Agent collaborator | Agent | Agent |
|---|---|---|---|---|
None | No | No | Yes | Yes |
Org admin | No | No | Yes | Yes |
Studio admin | No | No | Yes | Yes |
Enable live conversation review
You must be an organization admin or a Studio admin to enable live conversation review for an agent. To enable live conversations:
Find the Rovo Agent you want to monitor in Studio
Go to the Conversation review page in the left-hand side navigation
Select the Live tab.
Select the Enable switch for live conversations.
Select Accept to confirm your choice.
View live conversation review
After live conversation review is enabled, agent owners and admins can view transcripts of user interactions.
To view conversation transcripts:
Find the Rovo Agent you want to monitor in Studio
Go to the Conversation review page in the left hand side navigation
Select the Live tab.
Select a conversation from the list to view the full transcript.
View message feedback in conversation transcripts
When reviewing a conversation transcript, agent owners and admins can see feedback that users submitted on individual agent messages.
Thumbs feedback — A thumbs-up or thumbs-down icon appears on assistant messages where the user rated the response. This helps you quickly identify which responses users found helpful or unhelpful.
Detailed feedback — If the user provided written feedback explaining what went wrong or right, it appears alongside the thumbs signal on the relevant message. Feedback categories, such as “Inaccurate” or “Too long,” are also shown when the feedback was submitted from a surface that supports category selection.
If no feedback was submitted for a message, nothing additional is displayed. Message feedback follows the same access model and 28-day retention period as conversation transcripts.
Privacy disclaimer
When live conversation review is enabled, end users see a privacy disclaimer when initiating a conversation.
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