Read and manage your chatbot conversations

Every exchange between a visitor and your chatbot is saved. The Conversations page lets you read these conversations again, spot the answers that need work and correct them in a few seconds.

Open it from the menu, or go straight here.

Choose the chatbot

At the top right, the Chatbot Selected list shows the conversations of one chatbot at a time. Your first chatbot is selected automatically: pick another one in the list if you have several.

The left column then shows your conversations, newest first, 50 at a time: the Load more conversations button at the bottom of the list shows the next ones. For each one you see:

• its number (Session 12, for example);
• the time of the last message ("5m ago", "2h ago", then the date);
• a preview of the last message.

Filter by visitor rating

Visitors can rate the chatbot in three ways:

• under each chatbot answer, with the small 👍 / 👎 thumbs (shown on hover on desktop, always shown on mobile). The visitor can change or remove their vote;
• in the chat, with the question "Was this conversation helpful?", asked only once: right after they left their contact details, when they wrap up ("thanks", "perfect", "have a nice day"...), or after 1 minute without activity if they sent at least 2 messages.

These are two separate things. The conversation rating (the question asked in the chat) says whether the exchange as a whole was helpful: it shows as a thumb next to the conversation and feeds your statistics. The thumbs under an answer point to one specific answer to improve: they don't change the conversation rating and are flagged with a small red wrench and their count.

Use the tabs above the list:

• All: every conversation;
• Upvoted: the ones the visitor found helpful;
• Downvoted: the ones the visitor didn't find helpful overall;
• To fix: the ones with at least one answer rated 👎. Open them, find the answer outlined in red and use Make Correction: these are your best leads for improvement.

Read a conversation

Click a conversation: it opens on the right. At the top you see when it started and how many messages it contains. The visitor's messages are on the right, in purple, and the chatbot's answers on the left, with the time of each message.

Answers rated by the visitor have a badge under the bubble: Helpful for the visitor (green) or Not helpful for the visitor (red, with a red frame around the bubble). When the conversation contains answers rated 👎, a red banner points them out at the top: click Show to jump to the first one.

On a phone, the conversation opens full screen: the arrow at the top left takes you back to the list.

Correct a chatbot answer

If an answer is wrong, incomplete or badly worded:

1. Under the chatbot's answer, click Make Correction.
2. Rewrite the answer the way it should have been.
3. Click Save (or Cancel to give up).

The answer is replaced in the conversation, and your correction is passed on to the chatbot for its next answers: it uses the right wording when it gets a similar question.

Delete a conversation

There are two ways to delete a conversation:

• in the list, hover over the conversation and click the bin icon;
• in an open conversation, click Delete at the top right.

Confirm the "Delete this conversation?" question. The conversation and all its messages are permanently erased.

What's next?

• Track your statistics to see the most frequent topics and the questions left unanswered.
• Test your chatbot and improve its answers.
• Data and GDPR: what is kept and how to delete it.