Chats
Chats Overview
View and manage your customer conversation history
The Chats section gives you access to all customer conversations with your AI agent. Review what customers are asking, how your AI is responding, and identify opportunities for improvement.
What You'll Find
Conversation History
Complete record of all chat sessions:
- Every message exchanged
- AI responses and sources used
- Customer information (if identified)
- Timestamps and duration
Conversation Status
Each conversation has a status:
| Status | Description |
|---|---|
| Active | Currently ongoing |
| Ended | Customer closed or finished |
| Escalated | Handed to human support |
| Dormant | No activity for extended period |
Conversation Metadata
Each conversation includes:
- Start and end time
- Total messages
- Resolution status
- Signal tags applied
- Customer identifier (if known)
Why Review Chats?
Quality Assurance
Verify your AI is performing well:
- Are responses accurate?
- Is the tone appropriate?
- Are sources being cited correctly?
Content Improvement
Find gaps in your knowledge base:
- Questions without good answers
- Topics needing more content
- Outdated information being cited
Customer Understanding
Learn what customers care about:
- Common questions and concerns
- Pain points and frustrations
- Feature requests and feedback
Training & Troubleshooting
Debug issues and train your team:
- Understand escalation reasons
- Identify problematic patterns
- Share examples with team
Navigation
| Page | Purpose |
|---|---|
| Viewing Chats | How to find and read conversations |
| Sharing Conversations | Share transcripts with your team |
Quick Actions
From the Chats list, you can:
- Search - Find specific conversations
- Filter - By status, date, tags
- Sort - By date, duration, messages
- Export - Download conversation data
Best Practices
Regular Review
Make conversation review part of your routine:
- Daily: Spot-check recent conversations
- Weekly: Review escalated conversations
- Monthly: Comprehensive quality review
Focus on Escalations
Escalated conversations reveal AI limitations:
- What question caused escalation?
- Was there content that could have helped?
- Should custom instructions be adjusted?
Learn from Good Examples
Not just problems—find successes:
- What questions were answered well?
- What content led to resolution?
- What can be replicated?
Take Action
Turn reviews into improvements:
- Create FAQs for repeated questions
- Update content that's missing or unclear
- Adjust persona settings if tone is off