Runs

What it is

Runs is the history of the real work your Agents do in this Workspace: each Messenger conversation an Agent answers, each Automation run, each voice call. Open a run to see every step: the message that started it, each LLM call, each Tool call, each Knowledge search and each wait for a person. Find it at the top of the left menu, under Chat: Runs.

Key concepts

• Run — the Agent work of one conversation, from its first message to its latest. Work with no conversation is a run of its own.
• Turn — one time an Agent worked inside a run: answering a message, or picking up again after an approval or an answer. A run lists its turns; the run's status is the status of its newest turn.
• Source — where the run came from:

Source	What it is
Channel	A customer conversation on a channel, answered through a Message Automation.
Automation	An App event Automation running a Workforce.
Voice	A phone call answered by a voice Agent.
Playground	The Test tab of an Agent. A test source.
Test	A Workforce test run. A test source.

The Source filter also lists Workforce and API. Test sources are hidden unless you turn on Include test runs; their rows carry a Test tag.

• Status

Status	Meaning
Running	The newest turn is still working.
Waiting on people	The newest turn waits for an approval in the Agent Inbox, or a person has taken over the conversation.
Error	The newest turn failed. The status filter calls it Failed.
Done	The newest turn finished.

• Steps — the parts of one turn, shown on a timeline with a legend: Trigger, Model, Tool, Knowledge, Waiting on people.

How it works

1. An Agent starts working: a customer messages, an Automation fires, a call comes in, or you test.
2. FLAE records each turn and its steps, with tokens and cost.
3. Turns of the same conversation are grouped into one run, so a long chat with a customer is one row.
4. The list shows runs whose last activity falls in the chosen period, newest activity first.

Runs list Agent turns. An App event Automation's whole Workforce run, including Tool steps that have no Agent, is shown on that Automation's Runs tab (see Automations).

Common tasks

Find a run

1. Open Runs. The list shows Run, Agent, Status, Turns, Source, Last activity and Run time.
2. Pick a status: All, Running, Waiting on people, Failed or Done. Each shows its count.
3. Narrow it down: the Agent filter, the period (Today, 7 days — the default — or 30 days), Source, and Include test runs.
4. Search "by customer, agent, message or run ID".
5. Press Load more for older runs.

Read a run

1. Click a run. The header shows the Contact, the Agent, the number of turns, the run time, and "tokens · cost".
2. When the run has several turns, pick one in the turns list.
3. The Timeline shows that turn's steps. Click a step to see Step detail: "Step N · time · duration", tokens and cost, and its Input, Output and Error.
4. Use Back to Runs to return.

Act on a waiting run

• Waiting for an approval: press Open in Agent Inbox in the header, or Approve in Agent Inbox on the waiting step.
• Waiting because a person holds the conversation: press Open conversation to reply in the Contact Center.

Find out why a run failed

Filter on Failed, open the run, pick the failed turn and click the step marked as failed; its Error says what went wrong. For a Messenger conversation that failed, the conversation also went to a person, and the Agent Inbox item says why.

Limits and rules

• Everyone in the Workspace can open Runs.
• Runs are kept for 30 days. An older run opens as "Run not found. Runs are kept for 30 days."
• The period filter goes back at most 30 days.
• Cost is shown in US dollars, from the LLM usage of the run.
• A run whose Agent was deleted shows "Agent deleted"; its history stays.
• Runs is read-only: you cannot stop, retry or delete a run from here.

Related

• Automations — what starts production runs; App event runs have their own history there.
• Agent Inbox — where waiting runs get their approvals and answers.
• Contact Center — the conversations behind Channel runs.
• Agents — the Agents that do the work.
• Workforce — Workforce test runs and the production runs Automations start.