Read conversations and collected leads
At a glance
- What you get
- Know what customers ask and reply to those who left their email.
- Time
- 5 minutes
- Plan
- Grow and Unlimited
Before you start
You need the Grow or Unlimited (500 conversations/month) plan with the chatbot on. On the Free plan the Conversations and Leads pages only show what you would unlock. CSV export is only included in Unlimited (500 conversations/month).
Conversations and leads are kept for 30 days, then permanently deleted.
Read conversations
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Open Conversations from the left menu.
What you’ll see: at the top, the number of conversations with the note “kept for 30 days”. Below, a table with First question, Date, Messages and a Lead column, which shows the Lead label when the customer left their email in that chat.
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Press the first question of a row to open it.
What you’ll see: the Conversation detail page with date, number of messages and the whole chat. If the customer left their email, the Lead captured box underneath shows the address.
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To go back to the list press Conversations at the top.
Tip: the latest conversations also appear in Overview, in the Recent conversations section. Press View all to open the full list.
A conversation where the assistant didn’t save any answer doesn’t appear in the list and doesn’t count towards the monthly limit.
Read leads
A lead is created when the chatbot can’t answer, asks the visitor for their email and they leave it, ticking consent to be contacted. To receive leads, Collect email when the bot doesn’t know the answer must be on in the AI Chatbot page.
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Open Leads from the left menu.
What you’ll see: a table with Date, Unresolved question, Email and Email delivery. The last column says whether the notification reached your inbox: Sent, In progress or Failed.
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Reply to the customer from your own mailbox, writing to the address they left.
For each lead you also get an email at the address set in Merchant email. As the page puts it: “You get one email per lead: reply directly to the customer, outside the widget.”
Export to CSV (Unlimited only)
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In Conversations or Leads press Export CSV.
What you’ll see: your browser downloads a CSV file, which you can open with Excel, Numbers or Google Sheets.
Warning: the file contains your customers’ messages and emails. Store it carefully and delete it when you no longer need it.
On Grow the Export CSV button is locked, with an invitation to move to Unlimited (500 conversations/month).
Troubleshooting
The list is empty. No visitor has used the chatbot yet, or the widget’s click action isn’t AI Chatbot. Check the box at the top of the AI Chatbot page.
A conversation I’d seen is gone. 30 days have passed: it was deleted. If you need to keep one, export it to CSV first (Unlimited).
A lead shows “Failed” under “Email delivery”. The notification didn’t reach your inbox. The lead is still in the table: reply from there. Check your address in Settings with Send test email. Resending from the table isn’t available yet.
The export says “There is too much data to export. No file was downloaded.” The data exceeds what a single file can hold. Try again later or contact support.