Conversations

The Conversations Tab provides a tabular view of all the interactions of users with your AI Assistant, essentially a record of the chat history.

Each row represents a unique Chat ID. If a user begins a Chat and returns some time later with more questions, all the messages will be grouped under the same Chat ID, as long as they access the AI Assistant from the same device, same browser and haven't deleted their cookies.

You can click on any of the chats to see the conversation history with that user.

There are multiple columns to help with the review and understanding of the conversations. Here is a breakdown of all the columns:

• Date: Displays the date and time of the last message in the session.

• Category: Shows the category or categories the chat is related to; this may be empty. You can click on the header of the column to search for specific results (ex: all chats about customer complaints).

• Location: The customer's location when they first start the chat; that location remains the same for the entire duration of the chat session. You can click on the header of the column to search for specific results (ex: all chats from customers in Barcelona, Spain).

• Messages: Displays the total number of messages in the chat session. The number of new messages is indicated in blue on the left side of the date.

• Resolution: Indicates whether the query was resolved or not. This can be voted by the user at the end of every chat session. They can also mark a thumbs up or down for each answer they receive during the conversation. This is seen in the vote column in the "Messages" section beneath "Conversations".

• Contact: The number of times the user clicked the Contact Admin icon in the top right of the chat.

• Chat ID: A unique identifier for each chat session.