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Chat history provides a complete record of all conversations between your chatbot and visitors. Use it to monitor performance, identify common questions, and improve your chatbot’s responses.

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Viewing conversations

Access chat history from your chatbot dashboard by clicking Chat History in the left sidebar. Each conversation displays:
  • User information (name, email if collected)
  • Conversation timestamp
  • Message count
  • Conversation status (active, escalated, resolved)
  • User feedback (positive/negative reactions)

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Filtering conversations

Use filters to find specific conversations:
  • Date range - View conversations from specific time periods
  • User - Filter by specific visitor or email address
  • Feedback - Show only conversations with positive or negative feedback
  • Status - Filter by escalated, resolved, or active conversations
  • Mode - View AI-handled or agent-handled conversations
  • Tags - Filter conversations by assigned tags
By default, all conversations are displayed in chronological order.

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Conversation details

Click any conversation to view the full message thread, including:
  • All messages exchanged
  • Sources cited by the chatbot
  • User reactions to responses
  • Conversation mode (AI or agent)
  • Lead information if collected

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Using chat history insights

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Identify knowledge gaps

Review conversations with negative feedback to find:
  • Questions your chatbot couldn’t answer
  • Incorrect or incomplete responses
  • Topics missing from your training data

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Create custom responses

For frequently asked questions that receive inconsistent answers, create custom responses (Q&A) to ensure accurate replies every time.

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Improve training data

Use chat history to:
  • Add missing content to your knowledge base
  • Update outdated information
  • Remove irrelevant training data

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Monitor escalations

Track conversations escalated to human agents to:
  • Identify complex topics requiring human support
  • Train your team on common escalation scenarios
  • Optimize your escalation triggers
Export chat history data for deeper analysis or compliance requirements. Contact support for export options.

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Organizing with tags

Tags help you categorize and organize conversations for better tracking and analysis.

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Adding tags to conversations

You can tag conversations manually or they can be added automatically: Manual tagging:
  1. Open a conversation from chat history
  2. Click View Details or the tag icon in the conversation header
  3. Click Add tags in the conversation details panel
  4. Type a tag name and press Enter (tags are created automatically if they don’t exist)
  5. Click the checkmark to save your tags
Automatic tagging: When a user clicks on a conversation starter (suggestion) to begin their first message, the chatbot automatically adds a tag with the conversation starter’s title. This helps you track which conversation starters are most effective at engaging users.

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Managing tags

  • Create new tags - Type any tag name when adding tags to a conversation
  • Remove tags - Click the X next to a tag in the conversation details
  • Filter by tags - Use the tag filter in chat history to view conversations with specific tags
  • Reuse tags - Existing tags appear in the dropdown when adding tags to conversations

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Tag use cases

Common ways to use tags:
  • Topic categorization - Tag conversations by subject (pricing, support, technical, sales)
  • Issue tracking - Mark conversations by issue type (bug, feature request, question)
  • Priority levels - Tag urgent or high-priority conversations
  • Customer segments - Organize by customer type or industry
  • Campaign tracking - Tag conversations from specific marketing campaigns
  • Product areas - Categorize by product feature or service area
  • Conversation starter tracking - Automatically tagged when users click conversation starters
Tags are shared across your chatbot, so you can use the same tags for both chat history and leads.

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Managing conversations

From chat history, you can:
  • Mark as important - Flag conversations for follow-up
  • Resolve conversations - Mark issues as handled
  • Add tags - Organize conversations by topic or category
  • Add to Q&A - Convert specific exchanges into custom responses
  • Escalate to agent - Transfer active conversations to human support
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