---
title: "Conversations in the Console | List, Filters, Detail - Natalia"
description: "The Conversations screen of the Natalia console: search, sorts and filters, conversations to handle, CSV export, note, report, listening to and taking over a call."
url: https://getnatalia.com/en/documentation/console/conversations
lang: en
---

[Home](https://getnatalia.com/en/) / [Documentation](https://getnatalia.com/en/documentation) / Conversations

Console

# Conversations in the console The list, the conversation, live calls

Conversations gathers every call and every message of your contact points. The list sits on the left; the conversation you open shows on the right, from the first message to the end.

## The list

Each row names the interlocutor, or their number, and how long ago the conversation took place ("il y a 5 minutes", "hier", then the date: 5 minutes ago, yesterday); hovering gives the date and time. The second line gives the one-sentence summary of the analysis or the first message; failing that, the contact point and the agent. Under it come, when they apply, the aggregated note, the agency, and for a call in progress "En cours" (In progress) with its duration. A green check marks a handled conversation.

Calls in progress stay at the top. Sorted by date, the rows are grouped under "Cette semaine" (This week), then by month.

### Search

The "Nom ou numéro…" (Name or number) field finds a part of the interlocutor's number, whatever the way it is written (spaces, dots, 0 or +33), of their name, of the name of the customer holding that number, of the analysis summary, or of the transcript.

### Sort

The "Ordre d'affichage" (Display order) button, in the search field, offers:

-   "Plus récentes d'abord" (newest first), the default order
-   "Plus anciennes d'abord" (oldest first)
-   "Point de contact (A → Z)" and "Point de contact (Z → A)" (contact point)
-   "Note agrégée, la plus haute d'abord" and "Note agrégée, la plus basse d'abord" (aggregated note, highest or lowest first)

## Filtering the list

The "Filtrer" (Filter) button, in the search field, opens "Filtrer par" (Filter by). Each filter in force becomes a chip above the list; a click on the chip removes it. From two filters, the search included, "Réinitialiser les filtres" (Reset filters) removes them all and restores the default order. The filters stay in the page address: a copied link shows the same list, and they follow you into the conversation you open.

| Filter | What it keeps |
| --- | --- |
| Date | A period picked on a calendar, or a ready-made one: "Aujourd'hui" (today), "Hier" (yesterday), "7 derniers jours", "Semaine dernière", "14 derniers jours", "30 derniers jours", "Ce mois-ci", "Mois dernier". |
| Point de contact | One or more kinds of contact point (Voix, Ligne téléphonique, SMS, Appel web, WhatsApp, Chat web, and so on). Only the kinds your organization has received conversations on are offered. |
| Numéro | Part of the interlocutor's number or of the number called. |
| Conseiller | Part of the advisor's name or line. |
| Mes conversations | Your own line's conversations. It needs your line to be filled in first in Paramètres (Settings), Général section. |
| Client | One piece of customer information and its value, for example a "VIP" value, then "Filtrer". Offered once you have imported customers with information. |
| Agent | One or more of your agents. With agencies, their agents are not offered. |
| Agence | One or more agencies, for an organization that has some. |
| Note agrégée | A minimum and a maximum, from 0 to 5 by half points. With the Analysis option. |
| Analyse | The state of the analysis, "Non analysée", "Analyse en cours", "Analysée" or "Analyse échouée" (not analysed, in progress, analysed, failed), and the categories of your grid. With the Analysis option. |
| Action | "Avec action" (with an action), or "À traiter" (to handle): the conversations whose prepared action is still to do. |
| À traiter | The conversations still to handle, with their count in brackets. See below. |

### "À traiter" (To handle)

A conversation is to handle as long as nobody has handled it and it still calls on your team: it has follow-ups, a prepared action still to do, a failed action, a failed call, or a transfer nobody answered. The count in brackets is worked out on the list as it is filtered.

### Filters set from another page

Some filters are not in "Filtrer par": a link from another page sets them, and their chip removes them.

-   **"Fin":** how the conversation ended: "Transférée", "Terminée par l'agent", "Terminée", "En échec", "Importée" or "Fermée après inactivité" (transferred, ended by the agent, ended, failed, imported, closed after inactivity). From Accueil (Home).
-   **"Action en échec":** the conversations where that action failed. Accueil offers one per action.
-   **"Le soir et le week-end":** the conversations that arrived in the evening or at the weekend. From Accueil.
-   **"Transferts sans réponse":** the transfers nobody answered. From Accueil.
-   **"Suites à donner":** the conversations with follow-ups, of every kind or of one kind. From Accueil and Tendances (Trends).
-   **"Motif":** a pattern of a summary, from Tendances.
-   **"Interlocuteur":** all the conversations of one number, from Clients (Customers) or from the "autres appels de ce numéro" (other calls from this number) link of a conversation.

## Marking conversations handled

Hovering over a row's avatar shows a box. Once one row is ticked, every box shows and a click on a row ticks it instead of opening it. A bar then offers "Tout sélectionner" (Select all), "Marquer traité (3)" (Mark handled), which marks the ticked rows handled, and "Annuler la sélection" (Cancel the selection). An agency's conversations cannot be ticked: they are handled from that agency.

In an open conversation, the "Traiter" (Handle) button marks it handled; it then reads "Traité" (Handled), and a click puts it back to handle ("Remettre à traiter"). It is not offered on a call in progress. At the end of the thread, a line says who handled it and when: "Traitée par … le …".

## Exporting the list to CSV

The "Exporter en CSV" (Export to CSV) button, beside the search field, downloads the file conversations-export.csv: the list under its current filters, one line per conversation, with its date, its contact point, its transcript, how it ended and its notes. It is unavailable for an organization with agencies: "Indisponible avec des agences : le fichier ne contiendrait pas leurs conversations." (Unavailable with agencies: the file would not contain their conversations.)

## The conversation

At the top: the interlocutor, the categories of the analysis, then the date, the length of a call, the agent, the customer information, and a link to the "autres appels de ce numéro" (other calls from this number). On the right: "Reprendre l'appel" during a call, "Traiter", the note and the "Actions" menu. Below come the summary, the report, the internal note, the prepared actions, the thread, and the recording pinned at the bottom. A conversation of an agency, read from its group, is read-only: "Conversation d'une agence : les modifications se font depuis cette agence." (changes are made from that agency).

### The thread

The thread reads like a messaging app: the interlocutor on the left, the agent on the right (the advisor's name for an imported call), and the actions in between, which unfold to show their detail. A transfer shows as "Conversation transférée" or "Conversation confiée à un autre agent" (handed to another agent). Under a written message, Natalia says whether it sees a question in it: "Natalia y voit une question", "Natalia n'y voit pas de question" or "Natalia n'a pas pu juger ce message"; "Non traité par l'agent" marks a message the agent did not process.

While a recording is being transcribed, "Transcription en cours" replaces the thread. A conversation cut by an error ends with "La conversation s'est interrompue sur une erreur".

### The recording

The player stays at the bottom of the conversation. It draws who speaks when, on an "Agent" lane ("Conseiller" for an imported call), an "Interlocuteur" lane, and an "Actions" lane once the agent used one. The button on the right changes the speed: ×1, ×1,5, ×2. A click on a message plays the recording from that moment; the message heard is outlined, and "Suivre la lecture" (Follow playback) brings it back into view. If the audio cannot be read, the player says so: "L'enregistrement audio n'a pas pu être lu." (The audio recording could not be read), and suggests reloading the page.

### Summary and follow-ups

With the Analysis option, the "Résumé" (Summary) section gives what the analysis retained, its labels, and the information it noted, as "name: value". "Suites à donner" (Follow-ups) lists what remains to do, each with its kind: "Rappel" (callback), "Document à envoyer" (document to send) or "Autre" (other).

An Administrator corrects the analysis in place. "Modifier" (Edit) opens the summary; emptied, it gives the analysis its own summary back. "Étiquette" or "Étiquettes" (Label, Labels) toggles the labels of the grid. The categories, at the top, open "Catégories", with for each a subcategory or "Sans précision" (unspecified). Each correction is saved with "Enregistrer" (Save). During a reanalysis, "En cours de réanalyse avec la grille …" says this analysis will be replaced at the end, with "Voir la progression" (See progress).

When there is no summary, a line says why:

-   **Without the Analysis option.** A line offers "Résumé, catégorie et note de la conversation" (summary, category and note of the conversation), with "Ajouter l'option Analyse" (add the Analysis option) for an Administrator. Its cross closes it for good on this browser.
-   **Analysis on its way.** "Analyse prévue : elle commence dès que la transcription est prête." (Analysis planned: it starts as soon as the transcript is ready), then "Analyse en cours. Son résumé s'affichera ici dès qu'elle sera terminée." (Analysis in progress).
-   **No grid.** "Pas analysée : aucune grille d'analyse ne couvre cette conversation." (Not analysed: no analysis grid covers this conversation), with a link to "Grilles d'analyse".
-   **Before the grid.** "Pas analysée : cette conversation a eu lieu avant la mise en place de votre grille d'analyse." (it took place before your grid was set up), with "Réanalyser les conversations" (reanalyse the conversations) for an Administrator.
-   **Option stopped or volume used up.** "Pas analysée : l'option Analyse est arrêtée." with "Voir l'abonnement" (see the subscription), or "Pas analysée : le volume du mois de l'option Analyse est épuisé." with "Relever le plafond" (raise the cap), both links for an Administrator.
-   **Analysis failed.** A sentence says why, for example "L'analyse n'a pas abouti ; la conversation et sa transcription sont conservées." (The analysis did not complete; the conversation and its transcript are kept.)
-   **Other cases.** "Pas analysée." (Not analysed), with "Réanalyser les conversations" for an Administrator.
-   **Nothing to analyse.** "Cette conversation ne contient aucun échange : il n'y a rien à analyser." (This conversation contains no exchange).

### The "Actions" menu

For an Administrator: "Modifier les participants" (Edit the participants) corrects the names of the interlocutor and the advisor the analysis retained; "Poser une règle de classement" (Set a classification rule) gives every later analysis an instruction of 300 characters at most and the category it aims at, without changing conversations already classified; "Supprimer la conversation" (Delete the conversation) deletes it for good, from the list and from the figures of Tendances. Note corrections already saved stay in the correction log.

## The note

### The aggregated note

With the Analysis option, the stars at the top right give the "Note agrégée" (aggregated note): the plain average of the notes of the grid's criteria, out of 5, to one decimal. A click lists each criterion and its note. If the last analysis failed, a sentence says so: the results shown are those of the last successful analysis.

An Administrator corrects a criterion by clicking a star, "Corriger à 4" (Correct to 4). "Corriger la note de …" asks for the "Motif de la correction" (reason for the correction), then "Corriger la note". The reason is recorded in the correction log and helps adjust the analysis grid. The corrected note replaces the AI's for that criterion: the AI's note shows struck through, with the author, the date and the reason underneath. "Retirer la correction" (Withdraw the correction), then "Retirer", applies the AI's note again; the correction stays in the log, marked "Retirée" (Withdrawn). See [criterion correction](https://getnatalia.com/en/documentation/natalia-analytics/glossary#correction-de-critere).

### "Votre note" (Your note)

Without an analysis, the stars at the top right are your team's note. An Administrator clicks them ("Noter la conversation", Rate the conversation) and picks 1 to 5 stars under "Votre note", then "Enregistrer"; picking the chosen star again clears the note. A Member reads it as "Note de l'équipe" (The team's note). When the interlocutor gave a note, it shows underneath: "Interlocuteur 4,0".

## Actions prepared by the analysis

The analysis can prepare an [action](https://getnatalia.com/en/documentation/console/actions) from the conversation. It shows above the thread in a frame marked "À faire" (To do): "…, préparé par l'analyse" (prepared by the analysis). "Vérifier et exécuter" (Check and run) opens "Exécuter l'action : …", with its information filled in from the conversation; you complete or check it, then "Exécuter" (Run). "Écarter" (Discard) asks for a confirmation: the action can then no longer be launched from this conversation. An action deleted since reads "Action supprimée : elle ne peut plus être lancée."

Once settled, the action folds to a grey line:

-   **"…: fait" (done).** The action has run.
-   **"…: en cours" (in progress).** The action is running.
-   **"…: résultat incertain, la demande est peut-être partie." (uncertain result, the request may have gone out).** Check with the recipient before doing it again yourself.
-   **"…: écarté" (discarded).** A member discarded it.

## Preparing a report

Once the analysis has written its summary, "Préparer un compte-rendu" (Prepare a report) opens a draft: the "Objet" (Subject) "Compte-rendu de la conversation du …" and a "Contenu" (Content) taken from the summary. You reread and edit them, copy them with "Copier l'objet" and "Copier le contenu", then paste them into your own mailbox: replies come back to you. Nothing leaves Natalia and nothing is stored; "Fermer" (Close) drops the draft.

## The internal note

"Ajouter une note interne" (Add an internal note) opens a free-text field for your team; "Enregistrer la note" (Save the note) saves it. An emptied note is cleared. An Administrator writes it; a Member reads it under "Note interne".

## Calls in progress

The number of calls in progress shows beside "Conversations" in the side menu. A new call pops up a notice, "Appel en cours" (Call in progress), with the caller, the agent and a button that opens it; several calls read "3 appels en cours" and lead to the list. At the end, "Appel terminé, …" (Call ended) adds "L'enregistrement arrive dans la conversation." (The recording is coming into the conversation.) In the list, a call in progress shows "En cours" and its duration, or "Transfert en cours" (Transfer in progress) while a transfer rings.

### Listening live

On a call in progress through a "Voix", "Ligne téléphonique" or "Appel web" contact point, the player at the bottom of the conversation plays the call: "Lire" (Play) connects you. You can go back in what has been said, then "Revenir au direct" (Back to live). The thread follows the last words; scrolled up, "Revenir aux derniers messages" (Back to the latest messages) takes you back down. Once the call ends, "L'enregistrement s'affiche ici dès qu'il est prêt." (The recording shows here as soon as it is ready.) If listening drops: "L'écoute s'est interrompue. Réessayez." (Listening stopped. Try again.)

### Taking over the call

"Reprendre l'appel" (Take over the call) shows on a call in progress through a "Voix" contact point, when its agent has a "Transfert d'appel" (call transfer) action with at least one number. Its window announces what the agent will say: "Je vous mets en relation avec l'accueil." (I am putting you through to reception.) With several numbers, you choose one. "Reprendre l'appel" then stops the agent, which says that sentence and transfers the call to the chosen number; the list reads "Transfert en cours".

Too late, the window says "L'appel est terminé." (The call has ended) or "L'appel est déjà en cours de transfert." (The call is already being transferred). An agency's call is taken over from that agency only.

## When the list is empty

-   **No conversation yet.** "Pas encore de conversation" (No conversation yet): each call or message your agents receive will show here. An Administrator with no agent reads "Vos conversations arriveront ici" (Your conversations will arrive here), with "Créer un agent" (Create an agent).
-   **No match.** "Aucune conversation ne correspond à ces filtres" (No conversation matches these filters). After a search: "Aucune conversation ne correspond à « … »", with the hint "Essayez un autre mot, ou une partie du nom ou du numéro." (Try another word, or part of the name or number).
-   **Nothing open.** "Sélectionnez une conversation dans la liste" (Select a conversation in the list): the whole exchange shows on the right.

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