How to Review Conversations
The Conversations page shows every chat your bot has had with visitors. Use it to understand what people are asking, how well your bot is performing, and where it needs improvement.
View conversations
Section titled “View conversations”- Go to Conversations in the sidebar.
- You’ll see a list of all conversations, with the most recent at the top.
- Click any conversation to open the full chat history in a detail panel.
Filter and search
Section titled “Filter and search”Narrow down conversations using the filters at the top:
- Bot — show conversations for a specific bot, or all bots.
- Status — filter by Open, Escalated, Resolved, or Archived.
- Integration — filter by source: Dashboard (playground testing), Widget (live website), API, or Slack.
What you see in a conversation
Section titled “What you see in a conversation”Each conversation shows:
- Full message history — every message exchanged between the user and the bot.
- Feedback — thumbs up/down indicators on individual messages, showing which answers the user found helpful.
- Citations — which source pages the bot referenced in each answer.
- User details — IP address (if enabled), approximate geolocation, browser/device info.
- Timestamps — when each message was sent.
Manage conversation status
Section titled “Manage conversation status”You can change a conversation’s status to keep track of follow-ups:
| Status | When to use |
|---|---|
| Open | Default for new conversations. |
| Escalated | The bot couldn’t help and a human needs to follow up. |
| Resolved | The user’s question was answered successfully. |
| Archived | No longer relevant — hides it from the default view. |
Export conversations
Section titled “Export conversations”Click Export CSV to download conversation data for analysis in a spreadsheet. The export includes messages, timestamps, feedback, and metadata.
Tips for getting value from conversations
Section titled “Tips for getting value from conversations”- Look at thumbs-down messages — these tell you exactly where your bot is falling short.
- Check “No Results” conversations — if the bot frequently can’t find answers, you may have knowledge gaps. See Find and Fix Knowledge Gaps.
- Review early and often — the first week after launching a bot is the most important. Conversations will tell you what to adjust.
Related
Section titled “Related”- Find and Fix Knowledge Gaps — turn conversation patterns into content improvements
- Improve Your Bot’s Answers — fix issues you spot in conversations