Chatbot Conversations
Conversations is where you read every chat your visitors had with your chatbot. You can see the full back and forth, spot the chats that captured a lead, copy any message, and download a chat to share with your team. New chats show up on their own, so the list is always up to date.
Where conversations live
Open your chatbot and click Conversations under Activity in the left sidebar. The screen has two parts. On the left is a list of all your chats. On the right is the chat you have selected. If you have not picked one yet, you will see a Select a conversation prompt.
The conversation list
The list on the left shows your chats, newest first, and updates live as new ones come in. Each item shows:
- A title, which is the visitor's name or email if one was captured, or the chat ID if not.
- How long ago the chat was last active.
- The number of messages in the chat.
- A green Lead badge if the chatbot captured the visitor's details.
Click any item to open the full chat on the right.
Reading a conversation
When you open a chat, you see the whole conversation from top to bottom. Visitor messages and chatbot replies sit on opposite sides, each with a small avatar and the time it was sent. Your chatbot avatar is the one you set in the widget settings.
To copy any single message, hover over it and click the copy icon. At the top you will see the chat ID and, if a lead was captured, a badge with the visitor's name, email, or phone. A note at the bottom reminds you this is a read-only view of the chat history.
Leads in conversations
When a visitor shares their name, email, or phone during a chat, that chat is marked as a lead. The details show at the top of the conversation and the chat gets a Lead badge in the list, so you can quickly find the chats worth following up on.
Captured leads also flow into the same workflows as your forms, so you can get an email or pass the lead to your other tools automatically.
Exporting a chat
Open a conversation and click Export to download it. Choose PDF for a clean, formatted transcript, or CSV to open the messages in Excel or Google Sheets. The Export button is available once the chat has messages.
What does not appear here
Chats you have in the playground are private tests and are not saved to Conversations. Only real chats from your website show up here.
Next steps
Use what you learn from real chats to make the chatbot better:
- Knowledge Gaps shows the questions your chatbot could not answer.
- Add content and retrain to cover the gaps you find.
Frequently asked questions
Where do I find my chatbot conversations?
Open your chatbot and click Conversations under Activity in the left sidebar. The list of chats appears on the left, and the chat you pick opens on the right.
Do playground tests show up in Conversations?
No. The playground is private, so your test chats are not saved here. Only real visitor chats appear in the list.
What does the Lead badge mean?
It means the chatbot captured a visitor detail in that chat, like a name, email, or phone number. Those chats are the ones most worth following up on.
Can I download a chat transcript?
Yes. Open a conversation and use the Export button to download it as a PDF for a clean transcript, or as a CSV to open in Excel or Sheets.
Can I edit a conversation or reply to it here?
No. Conversations is a read-only history of what was said. It is for reviewing chats, not for chatting back.