Conversations¶
Monitor all conversations between your assistants and users across all channels in one unified view.
What Is the Conversations Section?¶
Your central hub for monitoring all assistant interactions across:
- Website widgets and share links
- Shopify stores
- Instagram (DMs and comments)
- Facebook Messenger
- Gmail
Why Monitor Conversations?¶
- Quality Assurance - Review assistant responses and identify improvements
- Customer Insights - Understand frequently asked questions
- Issue Detection - Spot interactions needing human follow-up
- Performance Tracking - Monitor engagement across channels
Key Features¶
| Feature | Description |
|---|---|
| Multi-channel view | See all channels in one place |
| Filtering | Filter by channel, date, status |
| Message threads | View complete conversation history |
| Reply capability | Respond to users directly |
| Channel rules | Set up automation and routing |
Quick Navigation¶
| Guide | Description |
|---|---|
| Viewing Conversations | Browse and filter conversations |
| Replying to Users | Respond to messages |
| Channel Rules | Configure automation |
Supported Channels¶
- Instagram DMs - Direct messages from Instagram users
- Instagram Comments - Replies to post comments
- Facebook Messenger - Messenger conversations with your page
- Facebook Comments - Replies to Facebook post comments
- Website Widget - Embedded chatbot on your sites
- Share Link - Direct chat URLs for your assistants
- Shopify Widget - Customer interactions through your Shopify store
- Gmail - Email-based interactions with your assistant
Unified Inbox¶
All channels appear together with color-coded identification. Conversations update in real-time via live subscriptions—no refresh needed.
Conversation Cards¶
| Element | Shows |
|---|---|
| Channel icon | Source platform |
| User identifier | Customer name or anonymous ID |
| Last activity | When last message was sent |
| Status border | Green (active <10 min), Yellow (<1 hr), Red (paused) |
| AI summary | Topics, sentiment, action items (when available) |
Best Practices¶
Review regularly: - Daily for high-volume assistants - Weekly for moderate traffic - After major changes
Watch for patterns: - Unanswered questions - Frustrated user language - Repeated topics
Take action: - Update assistant instructions - Add content to knowledge bases - Improve suggested questions