Check the conversation and monitor
- Open Conversations and find the conversation you expected to match.
- Open the monitor and check that the switch under Active state is on.
- Read the statement in What to monitor.
- Compare the statement with the customer messages in the transcript.
- Select Test on past conversations to review sample matches.
- If the results include unrelated conversations, describe the exact problem or request in What to monitor and test again.
Test limits
The test checks a sample of recent conversations. If a conversation is missing from the results, the test did not necessarily check it.
If you change What to monitor, new matches stay separate from matches for the previous text.
Ask for help
- Contact support with the text from What to monitor, the conversation ID, and the result you expected.