Plan requirement
| App | pluscloud AI Agent Preview |
| Subscription | Suite Team or higher, Support Team or higher |
| Access | Client admin, Client editor, Client user |
Show in preview, next to Details in the conversation logs, shows a logged conversation read-only in the Web Widget or on the channel it ran on.
Use it to see how a real conversation looked to the customer, or to follow a conversation that is still running. The conversation itself does not change, and nothing is sent to the customer.
Open a conversation in the preview
- In the AI agents dashboard, go to Conversation logs and open a conversation.
- Click Show in preview, just before Details.
The conversation opens in the preview, with the toolbar next to it, and the button now reads Close preview. The button is there whether preview mode is on or off, and it does not change how your tests open.
If you have not activated the extension yet, the window to activate it opens first; see Getting started with AI Agent Preview.
Which channel it shows
With Preview channel set to Automatic, the preview uses the channel the log names, for example WhatsApp, Messenger or the Zendesk SDK for iOS. A conversation without a channel of its own, such as one from the Web Widget or a test, opens in the default preview, normally the Web Widget. If you chose a channel yourself in the Preview channel menu, the preview uses that one. You can switch to another channel while the conversation is open; see Choosing the channel to preview.
Read-only
The preview rebuilds the conversation from the log: the AI agent's messages with their buttons, carousels and sources, and the customer's messages. You can look, but not take part:
- The message field is disabled. It reads This conversation has ended, or Live conversation, view only while the conversation is still running.
- Quick replies and buttons that answer the AI agent are shown but do nothing. Clicking one shows a short notice that you can only watch this conversation. Link buttons and sources still open their page.
- A running conversation refreshes every 15 seconds while the browser tab is visible, and stops refreshing when the session ends. The message field then switches to This conversation has ended.
The toolbar and the inspector
There is no test here, so the toolbar has no test tools: no restart, session parameters, conversation logs, test sets or way back to the test widget. It has:
- Preview channel: the channel menu described above.
- Inspector: works as in a test, with the raw text of each AI agent message, what the channel receives and the channel limits. The Log tab shows the log of this conversation. See Using the inspector and Reading the conversation log.
- Open ticket followed by the ticket number: when the conversation has a Zendesk ticket, opens it in a new tab. Messaging conversations get their ticket when they start; test conversations get none. The extension finds the ticket with your own session, so you need to be an agent or admin in that Zendesk account. The Log tab of the inspector shows the ticket too.
- Preview settings and Presentation mode: as in a test.
- Close preview (the X): closes the preview. The button next to Details does the same, and opening another conversation in the logs closes it too.
- Hide tools: folds the toolbar in; Show tools opens it again.
Who can use it
Anyone who can open the conversation logs of the AI agent can use Show in preview. The extension reads the log with your own access, in the same way as the Log tab of the inspector. It does not store the conversation and never sends it to pluscloud. See Who can use AI Agent Preview and What the extension can access and store.
If the conversation does not open
If a notice says The conversation log couldn't be loaded., check that the conversation opens in the conversation logs themselves, then click Show in preview again. If the button is missing, reload the page: it appears once the conversation and its Details button have loaded.
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