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Chat History holds every conversation your chatbot has with visitors. Use it to check answers, find conversations that need a person, and export conversations for your records.

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Before you start

  • Plan: any plan. See Plans and limits.
  • Role: any team role can read, filter, tag, and export conversations. To delete conversations, you need the Manager role or higher. See Team members.

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Start from the Dashboard

The Dashboard is the first page of your chatbot. It shows Total Messages, Positive Feedback, and Negative Feedback.
  • Select View Chat History to open all conversations.
  • Select View Feedback under Positive Feedback or Negative Feedback to open Chat History filtered by that feedback.
The Dashboard also shows your content totals, training status, a chat preview, and your install code. For trends over time, see Analytics.

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Choose a view

In your chatbot’s sidebar, select Chat History. The views at the top of the list split conversations by state: A resolved conversation leaves Attention, whatever its other flags. To resolve conversations, see Reply to visitors and take over conversations.

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Search and filter

1

Search

In Search conversations, type words from the conversation. The list shows matching conversations with the matching text.
2

Set a date range

Open the date menu and select Today, Last 7 days, Last 30 days, This month, or Last month. To choose your own dates, select Custom, then set From and To. The range uses each conversation’s last activity.
3

Add filters

Open Filter and select the filters you want.
To find answers that visitors did not like, set User Reactions to Negative. To fix a wrong answer, see Fix a wrong answer.

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Read a conversation

Select a conversation to open it. The conversation shows:
  • Each message from the visitor, the AI, and your team, with the sources the AI used.
  • A marker with a link when the visitor moved to a different page during the conversation. This shows the visitor’s path through your site.
  • The Escalated and Resolved badges.
Select View Details to open Conversation Details. It shows the title, Total Messages, Positive and Negative feedback counts, Started On, Escalated, the Page URL, and the visitor’s Name, Email, and Phone. To reply to the visitor or take over from the AI, see Reply to visitors and take over conversations.

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Mark, tag, and rename conversations

In an open conversation, use the icons and the menu at the top:
  • Mark as Important flags the conversation. Remove Mark clears it. Use the Importance filter to find flagged conversations.
  • Add Tags adds tags. Type a new name to create a tag. Modify Tags changes the tags on a conversation.
  • Edit title renames the conversation.
  • Mark as unread puts the conversation back in the unread state.
  • Copy Link copies a link to the conversation.
  • Open as User opens the conversation as the visitor sees it.
When a visitor starts a conversation by selecting a conversation starter, SiteGPT tags the conversation with the starter’s button label in capital letters. To delete a tag from every conversation, open Filter and select the delete icon next to the tag. You must confirm. To act on many conversations at the same time, select their check boxes in the list. Then select Mark as Resolved, Mark as Unresolved, Mark as Important, Remove Mark, or Delete.

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Export conversations to CSV

1

Set the view and filters

Choose the view, date range, and filters that you want. The export uses them. The search text is not used.
2

Export

Select Export Conversations.
The browser downloads chat_history_export.csv. It has one row per message, with these columns: messageId, messageType, threadId, pageUrl, question, questionTimestamp, answer, answerTimestamp, reaction, mode, gptModel, escalated, important, resolved, anonymous, userEmail, tags The Open and Closed views limit the export to open or resolved conversations. The Attention and All views export conversations of both states. threadId is the conversation ID. To export one conversation only, open it and select Export Chat History.

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Delete conversations

  • Delete Conversation in the conversation menu deletes one conversation.
  • Delete in the bulk bar deletes the selected conversations.
  • Delete Visitor Data in the conversation menu deletes every conversation from this visitor, their lead record, and the visitor identity. It shows only when the visitor gave their details. You need the Manager role or higher.
Each option asks you to confirm. You cannot undo a delete. For the difference between deleting a lead and deleting visitor data, see Manage your leads.

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Check that it works

  1. Select the Attention view. Every conversation in it is open and has an escalation, an unread message, or negative feedback.
  2. Select the Open view, set a date range and a filter, then select Export Conversations. The CSV file contains only messages from the conversations in the filtered list.