Conversations & insights

Key numbers

Overview › Home

The Home page shows the total number of conversations and messages, next to your plan usage for messages, chatbots and indexed pages.

Read conversations

Overview › Conversations

Every chat is saved as a complete transcript. Open a conversation to read all messages with their timestamps.

• Ratings: visitors can rate each answer with thumbs up or down. Rated conversations are marked with positive or negative feedback.
• Comments: if a visitor adds a comment to a rating, you see it directly in the transcript.

Turn insights into better answers

1. 01

   Review weekly

   Read the latest conversations. Start with the ones that got negative feedback.

2. 02

   Find the gap

   Was the answer missing from the knowledge base, outdated, or phrased badly?

3. 03

   Fix the source

   Add a FAQ, import the missing page, replace the file or sharpen a rule in Behaviour.

4. 04

   Retest

   Ask the same question in the preview, in the visitor's own words.