Learn how to access and review conversations between customers and your AI Assistant.
Who is this for?
Users who want to monitor AI Assistant performance and understand customer questions and interactions.
Prerequisites
At least one tool with AI Assistant enabled
Access to the AI Chats page
Customers have interacted with your AI Assistant
What you'll see
Recent AI chat conversations
Conversation timestamps
Which tool the chat came from
Full conversation history for each chat
Step-by-Step Instructions
1. Navigate to the AI Chats Page
Click on AI Chats in the sidebar navigation
The AI chats table will display all recent conversations
IMAGE HERE (Screenshot of the sidebar with the AI Chats tab highlighted)
2. Review the AI Chats Table
Conversation preview: First message or summary
Date/Time: When the conversation started
Tool name: Which tool the chat came from
Location: Which location's AI Assistant was used
NEEDS CONFIRMATION: Additional columns like conversation length, customer satisfaction, etc.
IMAGE HERE (Screenshot of the AI chats table showing multiple chat entries with columns for preview, timestamp, tool, and location)
3. View Full Conversation
To see the complete chat conversation:
Find the chat entry you want to review
Click the View Chat button
The full conversation will open
IMAGE HERE (Screenshot of the AI chats table with the View Chat button highlighted on one entry)
4. Review Conversation Details
Complete conversation thread
Customer questions
AI Assistant responses
Timestamps for each message
NEEDS CONFIRMATION: Whether there's information about customer satisfaction or conversation outcome
IMAGE HERE (Screenshot of the detailed chat view showing the full conversation thread with customer messages and AI responses, each with timestamps)
Expected Result
You can see all AI Assistant conversations in one place
Full conversation history is available for review
You can monitor how the AI is performing
Identify common customer questions and issues
Common Mistakes
Missing chats: Ensure you're viewing the correct location using the location switcher.
Can't find specific chat: NEEDS CONFIRMATION: Whether there are search or filter options.
Not reviewing regularly: Regular review helps identify AI improvement opportunities.
Troubleshooting
Verify you're viewing the correct location
Ensure your tools have AI Assistant enabled
Confirm customers are actually using the AI Assistant feature
Can't open conversation: Try refreshing the page. If the issue persists, check your browser console for errors.
Chats from wrong location: Use the location switcher to view the correct location's chats.
Incomplete conversations: NEEDS CONFIRMATION: Whether there are technical limitations on conversation storage or display.
Best Practices
Regular Monitoring
Review weekly: Check AI chats at least weekly to understand customer needs and AI performance.
Look for patterns: Identify frequently asked questions that might need better answers.
Spot issues: Watch for conversations where the AI struggled or provided incorrect information.
Improving AI Performance
Update AI personality: If the tone isn't right, adjust the personality settings.
Add info page content: If customers ask the same questions repeatedly, add that information to your info page.
Update contact details: Ensure the AI has accurate contact information to share.
Test regularly: Periodically test your AI Assistant to ensure it's providing accurate information.
Using Insights
Identify gaps: Look for questions the AI can't answer and consider adding that information.
Training opportunities: Share common questions with your team for training purposes.
Content creation: Use frequent questions to create new info page articles or links.
Service improvements: Customer questions often reveal areas where your service could improve.
What to Look For
Positive Indicators
AI provides accurate, helpful responses
Conversations resolve customer questions
Customers thank the AI or express satisfaction
AI successfully shares contact information when needed
Areas for Improvement
AI gives vague or unhelpful responses
Customers repeat questions in different ways
Conversations end abruptly (customer gave up)
AI doesn't have information customers need
Tone doesn't match your brand
Privacy Considerations
How long chat history is retained
Whether customer personal information is visible
Data privacy and compliance considerations
Whether chats can be deleted
Next Steps