> ## Documentation Index
> Fetch the complete documentation index at: https://sitegpt.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Chat history

> View and analyze all conversations your chatbot has handled.

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.

## 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)

## 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.

## 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

## Using chat history insights

### 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

### Create custom responses

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

### Improve training data

Use chat history to:

* Add missing content to your knowledge base
* Update outdated information
* Remove irrelevant training data

### 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

<Tip>Export chat history data for deeper analysis or compliance requirements. Contact support for export options.</Tip>

## Organizing with tags

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

### 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.

### 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

### 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

<Note>Tags are shared across your chatbot, so you can use the same tags for both chat history and leads.</Note>

## 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