How to View Conversations

Access and review all chatbot conversations to monitor performance, understand customer needs, and improve your AI responses.

Prerequisites

• ChatFlow Account (any plan)
• Member role - At least Viewer access to organization

Available on: All plans

Accessing Conversations

1. Click Conversations in the left sidebar
2. View the conversations list

Understanding the Conversations List

List Columns

Column	Description
Visitor	Customer name or ID
Chatbot	Which chatbot handled the chat
Platform	Web, WhatsApp, Instagram, or Messenger
Status	Active, Resolved, Closed, Abandoned
Messages	Number of messages
Date	When conversation started

Status Meanings

Status	Description
Active	Ongoing conversation
Resolved	Marked as resolved
Closed	Ended by agent or system
Abandoned	Customer left without resolution
Transferred	Handed to human agent

Viewing a Conversation

Open Conversation Details

1. Click on any conversation in the list
2. The detail view opens showing:
   • Full message history
   • Visitor information
   • Conversation timeline
   • Actions taken

Message History

See every message exchanged:

• Visitor messages - What the customer said
• Bot responses - AI's replies
• System messages - Transfers, status changes
• Agent messages - If human took over

Visitor Information

The sidebar shows:

• Name (if captured)
• Email (if captured)
• Location (approximate)
• Browser/device
• Previous conversations

Filtering Conversations

Filter Options

Use filters to find specific conversations:

Filter	Options
Date Range	Today, Last 7 days, Custom
Status	Active, Resolved, Closed, etc.
Chatbot	Filter by specific chatbot
Platform	Web, WhatsApp, Instagram, Messenger
Has Agent	Transferred to human

Searching

Use the search bar to find:

• Visitor names or emails
• Specific message content
• Conversation IDs

Taking Actions

From the Conversation View

Action	What It Does
Take Over	Assume control as human agent
Close	Mark conversation as closed
Resolve	Mark as resolved
Export	Download conversation transcript

Taking Over a Conversation

If you need to intervene:

1. Open the conversation
2. Click Take Over button
3. You're now the active agent
4. Customer is notified

Analyzing Conversations

What to Look For

• Common questions - Add to FAQs
• Unanswered queries - Training gaps
• Frustration signals - UX improvements
• Successful resolutions - What worked well

Identifying Issues

Signs of problems:

• Many abandoned conversations
• Repeated questions
• Quick transfers to human
• Negative sentiment

Exporting Conversations

Export Options

1. Select conversations (checkbox)
2. Click Export button
3. Choose format:
   • CSV - Spreadsheet compatible
   • JSON - Technical analysis
   • PDF - Readable transcripts

Bulk Export

For reporting:

1. Apply date/status filters
2. Click Export All Filtered
3. Download complete dataset

Conversation Analytics

Quick Stats

The conversations page shows:

• Total conversations today
• Average response time
• Resolution rate
• Active chats now

Deeper Analysis

Go to Reports (Growth+) for:

• Conversation trends
• Peak hours
• Resolution rates
• Sentiment analysis

Best Practices

Regular Review

• Check conversations daily
• Identify training opportunities
• Spot emerging issues

Quality Monitoring

• Review random samples
• Check agent responses
• Verify AI accuracy

Improvement Loop

1. Review conversations
2. Identify gaps
3. Add FAQs/documents
4. Test improvements
5. Repeat

Troubleshooting

Conversations Not Showing

• Check date filter
• Verify chatbot filter
• Ensure proper permissions
• Refresh the page

Can't Open Conversation

• May be archived (older than 90 days)
• Permission issue
• Try different browser

Missing Messages

• Real-time sync issue
• Refresh the page
• Check conversation status

Export Failing

• Too large a dataset
• Try smaller date range
• Check internet connection

Next Steps

• Use Reports - Analyze conversation data (Growth+)
• Add FAQs - Improve based on findings
• Use Live Chat - Handle chats in real-time