Conversations
Review, search, and understand every conversation your bot has had — and find the patterns that tell you what to improve.
Conversations overview
The Conversations screen shows every chat session — whether fully handled by the bot, handed off to a human, or abandoned.
Open Conversations in adminThe Conversations log. Each row shows the visitor's first message, status, date, and duration.
Each conversation shows:
- Status — Open (in progress), Resolved, Handed off, or Abandoned
- First message — the visitor's opening question
- Date and time — when the conversation started
- Duration — how long the exchange lasted
- Lead captured — a badge if the visitor submitted the lead form
Search & filter
Type any word or phrase in the search bar to find conversations containing that text. Search covers all messages — bot and visitor — in every conversation.
Use this to find: conversations about a specific product, conversations where the bot said it couldn't help, or conversations mentioning a competitor.
Use the status filter to narrow to: All, Open, Resolved, Handed off, or Abandoned.
Filtering for Handed off conversations is the fastest way to find cases where the bot failed — these are your highest-priority content gaps.
Narrow to a date range for weekly or monthly reviews. Set a recurring reminder to review the previous week's conversations every Monday.
Conversation detail
Click any conversation to read the full thread. The detail view shows:
- Conversation summary — AI-generated one-sentence summary of the visitor's main question
- Full message thread — every message from both visitor and bot (or agent)
- Sources used — which knowledge base chunks the bot retrieved for each answer
- Lead data — name and email if captured
- Tool calls — any tools (Shopify lookup, lead capture, custom API) that were called
The conversation detail view. AI summary at the top, full thread below, sources in the right panel.
Use conversations to improve
Weekly review habit: Set aside 15 minutes each week to read 10–20 recent conversations. Look for:
- Questions the bot answered with "I don't have that information" → add those topics as FAQ entries
- Questions the bot answered incorrectly → find the source of the wrong answer and update it
- Questions the visitor asked multiple times in one conversation → the first answer wasn't good enough; improve that topic's coverage
- Conversations that ended in handoff but were simple questions → the knowledge base is missing that content