> For the complete documentation index, see [llms.txt](https://v5docs.keyfax.biz/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://v5docs.keyfax.biz/monitoring/conversation-record.md).

# Conversation Record

The full record of a single conversation: what was asked, what was answered, what was decided, and what was raised as a result.

<figure><img src="/files/QAmkloL5kk3Z5WZYsZVP" alt="The Conversation Record page"><figcaption><p>Finding and reading a past conversation</p></figcaption></figure>

## What it is for

Answering "what actually happened" — when a tenant disputes what they were told, when a job was raised against the wrong property, or when a script behaved in a way nobody expected.

The record is the conversation as it ran, step by step, rather than a summary of it. Where a system step made an automatic choice, the record shows what it chose and why, which is usually the part you are looking for.

## What it holds

The exchange itself, the answers given, the services and priority decided, the tasks raised, and any recordings or uploads the conversation collected.

How long records are kept is a retention decision for your organisation rather than a fixed period.