Read conversations and follow up leads

Conversations

Conversations lists every chat visitors had with your AI agent, newest first. Each row shows the visitor's first message, how many messages there were, the website, and badges such as Live chat, Lead captured, Link opened or the 👍 and 👎 visitors gave.

The tabs narrow the list:

• All: every conversation.
• Needs a look: chats where a visitor rated at least one answer 👎. Start here to improve your agent.
• Live chat: chats a person on your team took part in.
• Leads: chats where the visitor left their contact details.

Search messages finds a word in any message, from the visitor or the agent. Period keeps only recent chats, and Show test chats adds the chats from Test AI agent.

Open a conversation to read it in full: the agent's answers with their sources, the buttons it offered and what the visitor chose, and your team's replies. The side panel shows when it happened and, if the visitor filled in a form, their contact details with See in Leads.

How long conversations are kept

Conversations are kept for 90 days on Free, 180 days on Pro and 365 days on Plus, Business and Custom. Older ones are deleted automatically. The footer of the list says how long your plan keeps them. The counts on Analytics are kept.

To delete one yourself, open it and use Delete conversation. A chat that's live with your team can't be deleted until it ends. A lead it created stays in Leads.

Leads

Leads lists the contact details visitors left through your agent's forms: the Lead form of a Capture a lead action, and the Contact request form of a Hand off to a human action. See Choose what your AI agent offers.

Each new lead is also emailed to the address set on its action. Reply to that email to answer the visitor directly.

Follow a lead up

Open a lead to see the visitor's message and answers, then:

• set its Status: New, Contacted or Closed,
• write Internal notes that only your team sees,
• use Email or Call to reach the visitor,
• open the conversation it came from with Open conversation, while that conversation is still kept.

If the notification email couldn't be sent, the lead shows Email failed. Open it and click Send again.

Search and export

Search finds a name, email, company, message or note. Export CSV downloads the leads of the tab you're on, with your search, as a spreadsheet file. Export is included on every plan.

Leads stay until you delete them, even after their conversation is gone. Delete lead removes the person's details and your notes; the conversation stays.