Chat Conversations

Manage Live Chat conversations from the web widget.

Viewing Conversations

Conversations Page

Navigate to Conversations page to view all chat conversations:

• Channel Filter: Filter by channel (Voice, SMS, Chat, Email, or All)
• Search: Search by contact name, email, phone, or company
• Date Range: Filter by conversation start date
• Qualification Status: Filter by qualified/unqualified
• Real-Time Updates: Conversations update automatically

Conversation Details

Click View Details to see:

• Full conversation transcript
• Contact information
• Conversation metadata
• AI conversation guide
• Notes and tags

Chat-Specific Features

Contact Information Collection

Required Before First Message:

• Name: Customer's full name (required)
• Email: Email address (required)

Collection Process:

1. Customer opens chat widget
2. Widget displays information collection form
3. Customer enters name and email
4. System validates email format
5. Once both fields are collected:
   • Client record is automatically created or linked
   • Conversation is linked to client
   • Customer can now send messages

Automatic Client Creation:

• Client records created automatically when name and email are collected
• Conversations are linked to client records for cross-channel tracking
• System matches by email to prevent duplicate client records
• Additional information (phone, company) extracted from messages and merged

Best Practices:

• Ensure widget is configured to collect information before messaging
• Review automatically created client records for accuracy
• System prevents messaging until required information is collected

Session Management

Each chat conversation is linked to a session:

• Unique session ID per visitor
• Sessions persist across page loads
• Multiple conversations per session (if widget reopened)

Real-Time Messaging

Chat conversations update quickly:

• Messages are sent/received via the widget chat endpoint
• The dashboard stays in sync via real-time tenant updates (WebSocket)

AI Responses

Chat messages receive AI responses:

• Context-aware responses
• Conversation history maintained
• Assistant handoffs supported
• Intent detection enabled
• Customer name used for personalization (if available)

Managing Conversations

Search and Filter

Search:

• Search by contact name, email, phone, or company
• Results update as you type
• Highlights matching text

Filters:

• Channel: Filter by communication channel
• Date Range: Filter by conversation date
• Qualification: Filter by lead qualification status

Export

Export conversations to CSV:

1. Apply desired filters
2. Click Export button
3. CSV downloads with all conversation data

Qualification

Mark conversations as qualified:

• Qualified leads are ready for sales follow-up
• Filter by qualification status
• Track qualification metrics

Widget Integration

Customer Experience

From the customer's perspective:

1. Widget appears on website
2. Customer clicks widget button
3. Chat window opens
4. Customer types message
5. AI responds immediately
6. Conversation continues in real-time

Admin Experience

From the admin dashboard:

1. Conversations appear in real-time
2. View full conversation history
3. Add notes and context
4. Set AI conversation guides
5. Export conversation data

Best Practices

1. Monitor Conversations: Check conversations regularly
2. Set AI Guides: Provide context for important conversations
3. Respond Promptly: AI handles initial responses, but monitor for escalation
4. Track Metrics: Monitor conversation volume and response times
5. Export Data: Regularly export conversations for analysis

Troubleshooting

Conversations Not Appearing

• Check WebSocket connection
• Verify widget is sending messages
• Review API logs for errors
• Check conversation creation logic

Real-Time Updates Not Working

• Verify WebSocket is connected
• Check authentication token
• Review browser console for errors
• Test WebSocket connection directly

AI Responses Not Generating

• Verify assistant is configured
• Check default chat assistant is set
• Review API logs for AI errors (model/provider misconfig, safety blocks, rate limits)

For more troubleshooting help, see Troubleshooting Guide.

Related Documentation

• Widget Configuration - Customize widget
• API Reference - Programmatic access
• WebSocket Integration - Real-time details