Conversations
The Conversations tab shows every chat your bot has had, newest first — your window into what visitors actually ask and how well the bot answers. Reading transcripts regularly is the single best way to improve your bot.
The conversation list
Open your client → Conversations. Each row is one conversation:
| Column | Meaning |
|---|---|
| Started | When the visitor sent the first message (UTC). Click it to open the transcript. |
| Last activity | When the last message was exchanged. |
| Messages | How many messages the conversation contains. |
| Page | The URL of the page the visitor was on — great for spotting where on your site questions arise. |
Use Load older → at the bottom to page back through history. Before the widget is installed, the tab shows "No conversations yet" — chats made in the Playground also appear here, since the playground uses the real pipeline.
Reading a transcript
Click a conversation's start time to open the full transcript:
- Visitor messages on the right, Assistant replies on the left, each with an exact timestamp.
- If the assistant used MCP tools while answering, each tool call is listed under that reply: server and tool name, ok or error status, duration, and the (size-capped) arguments — the returned data itself is not stored.
- ← All conversations takes you back to the list.
Who was the visitor?
Transcripts label messages simply "Visitor". To connect conversations to people, use the Statistics tab, which records the actor for every chat event:
- Verified users (token-based identity) appear with name/email and a ✓.
- Identified visitors (
identify()without verification) appear with the details your site provided. - Anonymous visitors appear as a short visitor ID, or an IP address as last resort.
- The Most active users table summarizes who chats the most.
See Identity and access for the difference between these levels.
What conversations are good for
- Finding knowledge gaps. When the bot answers "I don't know" (or worse, waffles), that's a document you should add — see Knowledge base.
- Tuning the system prompt. Wrong tone? Too long? Off-topic drift? Adjust under Settings → AI provider and re-test in the Playground.
- Verifying tool behavior. Check that MCP tool calls fire when expected and succeed — failures show up right in the transcript.
- Understanding demand. The Page column plus Statistics' "Messages per day" tell you where and when to invest.
Notes on privacy and retention
- Conversation transcripts are part of your client's data — treat them according to your privacy policy; visitors may paste personal information into a chat.
- A conversation that reaches its message cap offers the visitor a fresh chat; the old transcript remains readable here (Limits & quotas).
- Message events in the Statistics activity log are pruned after the retention window you set; transcripts themselves are managed with your client's data.