Question 1

Do my own test chats show up here?

Accepted Answer

Yes, with the channel recorded as Test chat, once there is a reply to store. They are real stored conversations and teammates with access can read them.

Question 2

Can I see every chatbot's conversations on one page?

Accepted Answer

No. Conversations are strictly per chatbot, so you open each one. Customers in the sidebar gives an account-wide view of people, but the threads stay under their chatbot.

Question 3

What exactly does Mark all as reviewed cover?

Accepted Answer

Every unreviewed conversation on this chatbot — not just the current page and not just your current filter. Use it when you have genuinely finished the queue.

Question 4

What is the difference between reviewed and a thumbs up?

Accepted Answer

Reviewed is your team's internal flag meaning a human has looked at the thread. A thumb is the visitor's opinion of one reply. Neither is visible to the other side.

Question 5

Why did older conversations disappear?

Accepted Answer

Your deployment may set a retention window, in which case a notice at the top of the list states how many days conversations are kept before they are deleted automatically.

Question 6

Why can a teammate not see this chatbot's conversations?

Accepted Answer

Either they are standing in their own workspace rather than yours, their membership is limited to selected chatbots that exclude this one, or their role does not include viewing conversations.

Question 7

Clicking a row opened a chat instead of the transcript. Why?

Accepted Answer

Clicking the row body reopens the session in Test Chatbot so you can continue it. Use View details in the row's actions menu to read the transcript page instead.

Question 8

Can the visitor see that I marked it reviewed, or that I read it?

Accepted Answer

No. Both are entirely invisible to them, and neither changes anything about the chatbot's behaviour.

Question 9

What does Open full chat do?

Accepted Answer

It reopens the session in Test Chatbot so you can keep asking as the owner. Each turn spends message credits at that conversation's model rate, and the visitor neither sees nor is notified of your messages.

Question 10

Why does average confidence ignore some messages?

Accepted Answer

Greetings and small talk are excluded so they cannot drag the average around meaninglessly. Average response time similarly excludes replies served instantly from cache.

Question 11

Can I reply to the visitor from this page?

Accepted Answer

No. Agentency stores conversations but has no console for typing back as the chatbot. If a person needs to get involved, build a handoff.

Question 12

A thumbs-down looks completely correct to me. What went wrong?

Accepted Answer

Usually nothing about the answer. The visitor wanted a person, a refund, or an outcome, and a paragraph of documentation felt like being fobbed off. Give them a route to a human.

Question 13

Can I delete or override a visitor's rating?

Accepted Answer

No. It is their record of what they thought. Spend the effort on improving the answer for the next person instead.

Question 14

No conversation has any feedback. Is something broken?

Accepted Answer

No — most replies are never rated, and low volume is normal. Use Answer status: Not answered to find gaps without waiting for ratings.

Question 15

How much should I read into a few thumbs-down?

Accepted Answer

Not much on its own. Frustrated people rate more often than satisfied ones. Use feedback to find examples, and answered rate and average confidence to judge scale.

Question 16

A high-confidence answer got a thumbs-down. What does that mean?

Accepted Answer

The chatbot found the right document and the visitor still did not want it — so it is a tone problem or a wrong-outcome problem, not a knowledge problem.

Question 17

Can I hide sources from visitors but still see them myself?

Accepted Answer

Yes — that is exactly the setup. Turn Show reference links off and the transcript and Test Chatbot inspection panels are unaffected.

Question 18

Why does the panel show a different search query than the visitor typed?

Accepted Answer

The question is rephrased for retrieval, which matters most in multi-turn threads where "how much is it?" only makes sense with the previous message. A wrong rephrasing is a real, diagnosable finding.

Question 19

Is a source the same thing as a channel?

Accepted Answer

No. A source is a piece of your knowledge. A channel is where the person was sitting when they chatted.

Question 20

Why does a source say it is no longer available?

Accepted Answer

The knowledge it referenced was updated or removed after that conversation happened. The transcript is a historical record; the knowledge base moved on.

Question 21

The chatbot cited a document that does not answer the question.

Accepted Answer

Check the scores in the panel. Weak matches mean it had nothing better, so add the document that does answer it and re-ask once training completes.

Question 22

Should I activate before adding knowledge?

Accepted Answer

You can, but every visitor until training finishes gets the not-ready reply — and that turn can still spend a credit. Prefer train, then activate, then share.

Question 23

Does an untrained reply use a message credit?

Accepted Answer

Yes, a visitor turn can still spend one even though the reply says nothing useful. On a small monthly allowance an afternoon of not-ready replies is expensive for nothing, so train before you activate.

Question 24

Which training states count as not ready?

Accepted Answer

Not trained, pending, training, and failed. Updating and needs-retraining are different — those keep serving the previous good answers uninterrupted.

Question 25

It was working and went back to untrained. What happened?

Accepted Answer

Someone removed the last knowledge source, so there is nothing left to search. Add a source and let it finish training.

Question 26

My visitors get a not-found page instead of the not-ready message.

Accepted Answer

Then this is not untrained mode. The chatbot is draft or inactive, or the link uses a stale handle after a rename.

Question 27

How do I export conversations as a CSV file?

Accepted Answer

On the chatbot's Conversations tab, set your filters, open the ⋯ menu and choose Export CSV…. Pick one row per message for full transcripts or one row per conversation for a summary. The file holds exactly the conversations your filters show.

Question 28

How do I export a random sample of conversations for a quality review?

Accepted Answer

In the export dialog choose Random sample and a size from 25 to 500. The sample is drawn from whole conversations matching your filters. Reuse the seed shown in the success message and the file name to draw the same sample again over the same conversations.

Question 29

Can I hide visitors' contact details in a conversation export?

Accepted Answer

Yes. Tick Mask emails, phone numbers and IP addresses. Those are scrubbed from the text, visitor names and emails are replaced, and visitor IDs stay so rows still group by visitor.

Question 30

How many conversations can one export hold?

Accepted Answer

Up to 20,000 rows. For transcripts a row is one message; for the summary it is one conversation. Above the limit, narrow the filters or date range, or switch to a random sample.

Question 31

A visitor asked to be forgotten. What are my options?

Accepted Answer

Anonymise their customer record, stop collecting the field that identified them, and only if the request truly requires it, delete the chatbot holding the thread. There is no per-email eraser.

Question 32

Are my Test Chatbot conversations private?

Accepted Answer

Visitors never see them, but they are stored like any other conversation and every teammate with conversation access can read them. Do not use Test Chatbot as a scratchpad for sensitive text.

Question 33

Does pausing the chatbot delete its chats?

Accepted Answer

No. Pausing only closes the public door. Deleting the chatbot is what removes its conversations, permanently.

Question 34

What is the session ID for?

Accepted Answer

It identifies a conversation exactly, so you can reference it in an internal ticket without copying the customer's words into another system.

Conversations FAQ