Review conversations and dashboard stats

Every saved chat with your agent appears on its Conversations tab, where you can read the full transcript. The Dashboard adds up conversations, messages and leads across all your agents.

The Conversations tab

Open your agent and go to Conversations. Four tiles at the top count this agent's chats of all time: Total conversations, Active today, Active last 7 days and Avg. messages per chat.

Below them, Conversation History lists the chats, 10 per page and newest activity first. Each entry shows the visitor's first message, a preview of the last message, the number of messages and the time of the last activity. When they are known, a line below shows the visitor's country as a flag and two-letter code, and the page the chat started on. A red thumbs-down badge counts the replies in that chat that the visitor rated not helpful.

• Search: type in Search all conversations... to find chats whose messages contain that text. The search covers every conversation, not only the page on screen, and ignores upper and lower case.
• Date filter: All time, Today, Last 7 days or Last 30 days, based on each chat's last activity.
• Country filter: pick a country to show only chats from there, or Unknown for chats without a country. Each entry shows how many chats it has. The menu appears once at least one chat has a country.
• Rated not helpful: the thumbs-down button next to the filters shows only conversations with at least one reply rated not helpful. It works together with the search and the other filters.
• Read a transcript: click a conversation to see every message in order. Copy conversation puts the whole transcript on your clipboard.
• Delete conversation removes the conversation and all its messages. This can't be undone. A lead from that conversation stays in your leads list and shows "Conversation deleted".
• Refresh conversations loads chats that arrived while the tab was open.
• Export CSV downloads the conversations that match the search and filters, as described under "Export chat logs" below.

Reading transcripts is the quickest way to find questions your agent answered badly. Fix them with Improve answer, described below, or add a Q&A pair yourself; see Text and Q&A.

Where a chat started

intoCHAT saves two details once, when a conversation starts:

• Country: the visitor's country, taken from their IP address by intoCHAT's hosting provider. Only the country is saved with the conversation. Chats where the provider sent no country, and chats from before this was added, have none.
• Page: the page where the visitor started the chat in the chat bubble, as the address without its query or fragment, for example https://example.com/pricing. The part after ? or # never leaves your site, because it can hold personal data such as email addresses.

The page is recorded only for the chat bubble: the script tag, the WordPress plugin and the Shopify snippet. Chats in the inline iframe or through the direct link have no page, and neither do Playground chats. If the visitor moves on to other pages of your site, the conversation keeps the page where it started.

In the list, the page appears as its path, or as the domain for your home page. In a transcript, the header shows the country's name and the domain with the path. Click the address to open the page in a new tab.

Improve an answer

Under each of the agent's replies in a transcript, Improve answer turns that reply into a Q&A pair.

1. Open a conversation and click Improve answer under the reply.
2. Question is filled with the visitor's last message before the reply, and Answer with the reply's text, without any lead form, buttons or product cards. If the visitor rated the reply not helpful, the dialog says so.
3. Edit the question into the one you want to answer, up to 200 characters, and correct the answer.
4. Click Save and train.

If a Q&A pair with the same question already exists, ignoring upper and lower case, the dialog warns you, and saving replaces that pair's answer and keeps its other phrasings. Otherwise a new pair is added. The counter under the answer shows how many of your plan's characters the agent will use after saving.

Training starts as soon as the pair is saved. Keep the dialog open until it finishes, or finish it later with Train agent on the Knowledge tab. The pair is listed there under Knowledge sources, where you can edit it and add other phrasings.

Reply ratings

Visitors can rate each of the agent's replies with a thumbs up or a thumbs down, shown under the reply once it has finished. Clicking the same thumb again takes the rating back, and the other thumb changes it. Their tooltips, Helpful and Not helpful, follow the visitor's browser language for English, German, French, Italian and Spanish, and are in English otherwise.

Ratings are available in the chat bubble, the inline iframe, the direct link and the Playground. In the Playground, you rate the replies of the saved test chat, and your ratings appear in its transcript like a visitor's. The welcome messages can't be rated, and neither can replies in a temporary chat.

In a transcript, a rated reply shows a green thumbs up or a red thumbs down next to its time. To work through the weak answers, turn on the thumbs-down filter, read what the visitor asked, then fix the source or click Improve answer.

Export chat logs

Export CSV, next to the filters, downloads every conversation that matches the current search and filters, not only the page on screen. The button is greyed out when no conversation matches. The file is named after the agent and the date, and has one row per message with these columns:

Cells that start with =, +, - or @ get a leading apostrophe, so spreadsheet apps show them as text instead of running them as formulas. One export holds up to 50,000 messages. A larger export stops there and ends with a row giving the total; narrow the date range or filters to export the rest.

Temporary chats

Both the Playground and the chat widget on your site have a button in the header to start a temporary chat, marked "Temporary chat — messages aren't saved". Nothing from it is stored: it doesn't appear on the Conversations tab, the dashboard or the daily summary, and the lead form is never shown in it. Each message still counts toward your monthly message allowance; see Plans and limits.

Daily summary email

The daily summary is one email a day about all your agents. It is off by default. To turn it on, go to Settings, Account and switch on Daily summary email under Notifications. It goes to your account email address.

intoCHAT sends it once a day, around 07:00 UTC. It covers the 24 hours before it is sent and states when that period ended, in UTC. For each agent with activity, it lists:

• New conversations: chats that started in the period.
• Visitor messages: messages visitors sent. Your agent's replies are not counted.
• New leads.
• Replies rated not helpful, counted by when the rating was given, with up to three of the visitor questions behind them. Each has a See the conversation link.

Agents with no activity are left out, and the email says how many. When none of your agents had any activity, no email is sent. Saved Playground chats and their ratings are counted too. To stop the emails, switch the setting off; the link at the bottom of each email takes you there. Usage alerts are set in the same place; see Plans and limits.

The dashboard

The Dashboard covers all agents in your account. Pick a range at the top: 7 days, 30 days (the default) or 90 days. Days are counted in UTC.

• Tiles: Conversations, Visitor messages, Leads captured and Messages per chat. Each shows the change compared with the previous period of the same length. Visitor messages count only what visitors sent; your agents' replies are not included.
• Chart: conversations, messages or leads per day across the selected range.
• Agents by activity: each agent's chats, messages and leads in the range, plus the time of its last chat.
• Needs attention: problems worth acting on, such as an agent whose training failed, an agent with no knowledge yet, a message limit that is close or reached, or a live agent with no chats in the range, which often means the embed code is missing from your site.
• Plan usage: Messages this month and Website crawls this month against your plan's limits.

What isn't tracked

The dashboard counts conversations, messages and leads. It doesn't show reply ratings, detect sentiment or group conversations by topic. Ratings appear in transcripts on the Conversations tab, in the chat log export and in the daily summary, and only for replies someone chose to rate, so reading transcripts remains the way to judge answer quality.