Read and answer conversations

Find a conversation

Open a chatbot, then Conversations. The list is on the left and the open chat on the right. The dropdown "All conversations" offers these views:

• All, Escalated, Important, Resolved, Not anonymous, Read, Positive, Negative, Unread, Not escalated, Not important, Not resolved and Anonymous.
• Needs a person, Mine, Not assigned, Unanswered questions and Ran an action.

Positive means a thumbs up or a happy visitor, and Negative a thumbs down or an upset one. Under it, "More filters" holds the switch for chats where nobody wrote anything, and your tags. The search box finds a name, an email or any message.

Work a conversation

• Join this chat to answer as a person. The chatbot stays quiet until you hand it back.
• Star a chat to mark it important, or press the tick to mark it resolved.
• Download saves the conversation as a text file.
• The three dots menu has Mark as unread, Copy link and Delete conversation (Admin only).
• View details shows contact details, tags and who it is assigned to.

When nothing is open

The right side shows the last 7 days (and the weekly email switch), the questions your chatbot could not answer, and your saved replies. Add the unanswered questions to Knowledge or Custom Q&A so the chatbot handles them next time.

The Dashboard

The Dashboard counts your links, files and text snippets, total conversations, average messages per conversation, leads, and the share of conversations where the visitor pressed a thumbs up or a thumbs down.