Conversations
Conversations Overview
Conversations
Conversations Overview
Understand how every chatbot interaction is captured and why it matters.
Purpose
Use the Conversations module to explain what live and historical conversations are, how they are recorded, and which insights teams should pull from them.
Watch the Conversations Tour
What Is a Conversation?
A conversation is created whenever a visitor interacts with your chatbot on any connected channel, including:
- Website widget
- WhatsApp Business
- Instagram DMs
- Any additional channels you have linked through integrations
Each conversation stores the complete interaction history between the visitor and the chatbot, so you can replay the experience later.
What Information a Conversation Contains
- Message history: Every inbound and outbound message in order.
- Visitor details: Profile, lead status, and identifiers captured during the chat.
- Device & session data: Browser, OS, and engagement window.
- Triggered actions: Workflows, leads, campaigns, tags, or custom API calls fired from that chat.
Why This Section Is Important
The Conversations section helps teams:
- Monitor real user interactions in context.
- Understand visitor intent before reaching out.
- Review chatbot performance against expected flows.
- Identify qualified leads and opportunities that require manual follow-up.
Conversations Module Summary
The module gives you one place to:
- View all chatbot interactions
- Understand visitor behavior
- Review AI responses for accuracy
- Track leads and automation outcomes
- Make informed follow-up decisions with complete context