Skip to main content
Chat History lets you inspect conversations for one visitor or user. Open it from Statistics, All Sessions, or a View Chat / View Session Detail action. Use Chat History when you need to understand exactly what a visitor asked and how the assistant answered.

​
Screen layout

On desktop, Chat History is split into two main areas:
  • Session list on the left
  • Selected conversation on the right
On mobile, you first choose a session from the list, then open the conversation detail.

​
Filters

Use Filters to narrow the session list. Available filters include:
  • Search: find text in the session ID or message preview
  • Status: show all, open, or closed sessions
  • Sort by: newest, oldest, highest usage, highest cost, longest duration, or most questions
  • Date from and date to: focus on a specific time period
  • Topics: show sessions with selected topic labels
  • Sentiments: show sessions with selected sentiment labels
Use Clear filters to return to the full list.

​
Session list

The session list shows the available conversations for the selected visitor or user. Use the list to compare sessions by:
  • Status
  • First or last message preview
  • Number of questions
  • Session activity date
  • Topic or sentiment labels when available
Choose a session to open the conversation timeline.

​
Conversation timeline

The Chat tab shows the message flow between the visitor and the assistant. Use it to inspect:
  • The visitor’s exact question
  • The assistant’s answer
  • The order of the conversation
  • The time each message was sent
  • Whether the assistant answered the actual question
When reviewing quality issues, read the full exchange before changing documents or settings. A poor answer may be caused by missing content, unclear visitor wording, outdated reference material, or an assistant behavior setting.

​
Details tab

The Details tab summarizes the selected session. It can include:
  • Session information, such as created time, last activity, closed time, and duration
  • User summary, such as total sessions, questions, usage volume, cost, and duration
  • Usage & Cost, as shown by the product for the selected session
  • Quality & Confidence, including average confidence level and visitor feedback counts
  • AI Analysis, including topics and sentiment when available
If analysis data is not available yet, the Details tab may show an empty or not available state for those fields.

​
Session actions

The action menu in the conversation panel can include:
  • Copy Session ID
  • Export session data
Use Copy Session ID when coordinating with your team about a specific conversation. Use Export only when your team has a clear review or support process for downloaded session data. Downloaded session data can contain visitor messages. Handle exports carefully and avoid sharing them outside the people who need them for support or quality review.

​
Investigation workflow

Use this workflow when a conversation needs review:
  1. Open the user or session from Statistics.
  2. Use date, topic, or sentiment filters if there are many sessions.
  3. Select the relevant session.
  4. Read the full conversation in the Chat tab.
  5. Check Details for feedback, confidence, topic, and sentiment context.
  6. Decide whether the issue is content, tone, setup, or visitor-specific.
  7. Update Reference Documents, Q&A, or Widget Setup only after confirming the pattern.

​
When to make changes

Make a documentation or setup change when:
  • Multiple visitors ask the same unanswered question.
  • A common topic has unclear or outdated answers.
  • Negative feedback repeats for the same type of answer.
  • The assistant answers confidently but visitors rate the answer poorly.
  • The assistant needs clearer handoff instructions.
Avoid changing documents based on one unclear conversation unless the issue is obvious and easy to verify.