Skip to main content

Chat management

Chats is where you see what your customers and the AI actually said to each other — what worked, what didn't, and what keeps coming up that your store content doesn't answer yet.

Getting to your transcripts​

Click Chats from the dashboard, browse the list, narrow it down with search and badge filters, and click into any conversation to read the full thing.

  • Search by Visitor ID, Session ID, Thread ID or intent, and tick Only with user interactions to hide chats where the shopper never wrote anything.
  • On a phone, switch between Chat List and Chat Details.
  • Export CSV downloads chats, page visits and device info for the selected date range (large ranges are capped at a maximum number of rows).
  • You can delete a chat from its detail view after confirming.

Each row in the list shows the customer identifier (or an anonymous ID if there isn't one), when it started, the page context, and badges for any notable tool calls — Discount, Support (marks escalations), Guided Search, Web Search, and similar. Routine tools like basic product search don't get a badge; there'd be too many of them to be useful.

Inside a transcript​

Open one and you get the full message timeline with timestamps, the customer's context (page, product, order info if any), and the detected intent — pulled from ShopGuide's 12-intent router: product search, comparison, guided discovery, order management, support, checkout, and a few more.

You can search by keyword, filter by badge (tool used, ⭐ starred, your own 👍/👎 rating), and filter by date range.

Starring flags a conversation for team follow-up. Rating lets you leave a 👍 or 👎 directly on any AI response.

When you leave a 👎, a composer opens asking "What went wrong?" (minimum 50 characters). Your saved feedback note is passed to the AI in future conversations, so you can fix incorrect advice without having to retrain or rewrite prompts from scratch. Review all your feedback under Settings → AI Behavior → AI Feedback Management.

Knowledge Gaps​

What ShopGuide's background detector found across conversations — things the AI couldn't fully resolve — is listed on the Chats page in the Missing Information card, and on Home as the Knowledge gaps tab of the Customer Questions feed. Problems that belong to ShopGuide itself are filtered out and never shown to you. The rest are sorted into four lanes, plus an All tab:

LaneMeaning
Add product infoThe AI lacked product details
Clarify a policyPolicy, shipping or returns information was unclear
Customer demandShoppers asked for something you don't carry
Fix your storeSomething was reported broken on your storefront

Each row carries a short label for the underlying topic, and the list is sorted by the conversations that did not convert.

Different phrasings of the same underlying question get stacked into one row with an occurrence count, rather than listed separately, so what you see is what actually needs attention — not forty near-duplicate entries.

Fixing a gap​

Each row has Resolved and Dismiss actions and a "View N chats" link to the conversations behind it. Policy and product-info rows also have Answer in Knowledge Base, which opens a pre-filled FAQ form, saves it to Shopify's Knowledge Base app and marks the gap resolved. See Shopify's Knowledge Base app.

Next steps​