Conversations

Reviewing Your Assistant’s Work Live Data

The Conversations page is like sitting in on your assistant’s interactions with customers. You can read through every chat they’ve had, see what questions customers are asking, and check if your assistant is doing a good job. Think of it as a performance review for your team member.

What You Can See

Complete Transcripts

Read every word of each conversation, with timestamps showing when things happened.

All Channels

See conversations from everywhere – your website, Instagram, WhatsApp, and more.

Find Specific Chats

Search for particular conversations by keyword, date, or where they happened.

Watch Live

Live See conversations as they’re happening in real-time.

Browsing Conversations

Conversations are listed with the newest ones at the top. You can see when each chat happened, which platform it came from, and a preview of what was discussed. Click any conversation to read the full exchange.

Regular Check-ins

• Review recent conversations every day or week to catch issues early
• Look for patterns – if many customers ask the same thing, your assistant might need better training
• Notice which platform each conversation came from
• Mark conversations that need follow-up from a human

Finding Specific Conversations

Use the search box to find chats about particular topics or keywords.

Search by Topic

Find mentions of specific products, features, or issues.

Filter by Date

Look at specific time periods, like before and after you made changes.

Filter by Channel

See only conversations from your website, Instagram, or other platforms.

Search Tips

• Search for product names to see what customers ask about them
• Look up problem words like “issue” or “broken” to find complaints
• Filter by date to see how things changed after training updates
• Compare different channels to see if performance varies

Learning from Real Interactions

1. Review regularly

   Set aside time each day or week to read through recent conversations.

2. Spot patterns

   Notice questions that come up often or points where customers seem confused.

3. Mark issues

   Flag conversations where your assistant struggled – these show where to improve.

4. Take action

   Update training materials or settings based on what you learn.

Signs Your Assistant Needs Help

• Customer rephrases multiple times – Your assistant isn’t understanding → add clearer training materials
• “I don’t know” responses – Missing knowledge → add information on that topic
• Wrong answers – Check and correct the training materials
• Happy customers – Note what’s working well so you can do more of it

Quality Checklist

Use conversations as a quality check for your assistant:

Check For	What to Look For
Accuracy	Are the answers correct and current?
Friendliness	Does your assistant sound helpful and on-brand?
Relevance	Do they stay on topic and address the question?
Completeness	Are answers thorough enough?
Handoff	Does escalation to humans work smoothly?

Pro Tip

Create a quality scorecard with these criteria. Rate a sample of conversations each week to track how your assistant improves over time.

What You Can Do with Conversations

Export

Download conversation records for review or compliance purposes.

Delete

Remove conversations when required for privacy reasons.

Hand Off

Transfer live conversations to a human team member when needed.

Privacy Reminder

Be mindful of data privacy rules (like GDPR or CCPA). Set up policies for how long to keep conversations and delete them when required.

Related Topics

Analytics See the big picture of how your assistant is performing

Data Sources Add training materials to improve your assistant's answers

Playground Practice and test improvements before going live

CRM Contacts Connect conversations to customer profiles