Conversations

Every conversation between a visitor and your agents is saved in the dashboard's Inbox. Reading them is the fastest way to learn what your visitors want, to spot wrong answers and to find leads worth a call. This page explains what the Inbox shows and how to work with it.

The conversation list

The list shows the most recent conversations first. Each row has:

• the visitor's first question as its title, and the last message below it;
• the site the conversation happened on, if your workspace has several;
• the agent that answered, such as Chat or Sales;
• when it started and when the last message was sent;
• how many questions the visitor asked, and how many answers they rated helpful or not helpful;
• a Lead badge when the visitor left their contact details;
• a Not answered badge when the agent couldn't answer at least one question from your knowledge;
• a Reviewed badge once someone on your team has marked it reviewed.

Filters and search

Use Show to focus on what matters today: All, Not answered, With lead or Not reviewed. Narrow the list by Agent, and by site if your workspace has several. Search finds conversations by the words in their messages, such as a product name or a competitor, and by a lead's email or name.

Inside a conversation

Open a conversation to see:

• Every message, from the visitor and the agent, with times.
• The sources of each answer: the pages the agent used. This tells you where an answer came from, right or wrong.
• Feedback: whether the visitor marked an answer Helpful or Not helpful.
• Started on: the page where the conversation started.
• The lead card, if the visitor left their details: email and, depending on your settings, name, company and phone.

When you've read a conversation, choose Mark reviewed, so your team knows it has been looked at. Mark not reviewed undoes it.

You can't reply to a visitor from the Inbox: agents answer in the widget, and your team follows up by email or phone using the details visitors leave. See Leads and CSV export.

What counts as a conversation

A conversation starts when a visitor sends their first message and continues across pages: the widget remembers it in the visitor's browser, so a visitor who moves from your pricing page to your docs keeps chatting in the same conversation.

Conversations you or your team have in the dashboard, such as in Try it during setup or Try the real widget on the Agents page, are marked Preview in the list and kept out of the statistics, so your tests don't inflate the numbers. They still count toward your monthly answers; see What counts as an answer.

A weekly review routine

Fifteen minutes a week is enough for most sites:

Insights and knowledge gaps does much of this sorting for you, and the weekly report brings the highlights to your inbox.

Who can see conversations

Everyone in the workspace, whatever their role, can read its conversations. Invite people who answer customers or run sales; see Members and roles.

Conversations contain what visitors wrote, and sometimes personal details they chose to share. Treat them like customer emails.

How long conversations are kept

Conversations and leads are kept for 12 months by default and are deleted when you delete the site or close your account. See Data retention.

Related: Insights and knowledge gaps, Notifications.