Viewing a Conversation
The Conversations Inbox is your central hub for monitoring all interactions between your customers and the AI shopping assistant. It provides a real-time view of every conversation, giving you complete oversight of the AI's performance and allowing you to better understand your customers' needs.
ℹ️ Note: Regularly reviewing these conversations is key to ensuring a high-quality customer experience and identifying opportunities to improve your AI's knowledge base. |
In this article
Navigating to the Inbox
You can access all of your customer conversations by clicking on Conversations in the main navigation sidebar of your Convi panel.
Anatomy of the Conversation View
The Conversations page is split into three main parts to help you find, review, and manage conversations efficiently.
Conversation List: On the left, you'll find a list of all conversations. You can filter this list using the All, Open, and Resolved tabs. Each item shows an AI-generated title for the conversation, the user's name, the time of the last message, and its current status.
Conversation Detail: The center panel displays the full chat history for the selected conversation. You can see every message exchanged between the customer and the AI, along with timestamps.
Context Sidebar: On the right, you get valuable context about the conversation and the customer.
Conversation Data: Includes an AI-generated summary, the conversation topic (e.g., "Product & Catalog"), and the page URL where the chat was initiated.
User Data: Shows the customer's name, email, location, local time, and their satisfaction rating, if provided.
💡 Tip: Use the search and sort functions at the top of the conversation list to quickly find specific interactions, such as all conversations about "shipping" or the most recent unresolved issues. |
Taking Action on Conversations
At the top of the conversation detail panel, you have two primary actions:
Resolve: If the conversation has been successfully concluded by the AI or requires no further action, you can mark it as resolved. This helps keep your inbox clean and your analytics accurate.
Hand over: If a customer needs human assistance, you can use this button to initiate a manual handover. This allows a team member to take control of the chat. For more details, see our article on Manual vs. Automated Handover.
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