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Chat Management

The Chat Management section gives you complete visibility into customer conversations, allowing you to analyze interactions, identify trends, and improve your AI assistant's performance.

Accessing Chat Transcripts​

  1. From your ShopGuide dashboard, click Chats
  2. View all conversations in chronological order
  3. Use filters to find specific conversations
  4. Click any conversation to view full transcript

Chat Management Interface

Conversation List View​

Each conversation shows:

  • Customer identifier (name or anonymous ID)
  • Conversation start time and duration
  • Page where chat occurred
  • Conversation status (active, completed, abandoned)
  • Customer satisfaction rating (if provided)

Transcript Features​

Full Conversation View​

When you open a transcript, you'll see:

Message Timeline

  • Complete conversation flow
  • Timestamps for each message
  • AI response times
  • Customer typing indicators

Customer Context

  • Customer information (if logged in)
  • Page context where chat started
  • Product being discussed (if applicable)
  • Previous conversation history

Conversation Metadata

  • Total conversation length
  • Number of messages exchanged
  • Resolution status
  • Customer satisfaction score

Transcript View

Message Analysis​

Each message includes:

  • Sender identification (customer vs AI)
  • Message timestamp
  • Response confidence (AI accuracy indicator)
  • Intent classification (question type)
  • Action taken (if any)

Search and Filtering​

Search Functionality​

Find specific conversations using:

  • Keyword search: Search message content
  • Customer search: Find conversations by customer
  • Product search: Find product-related discussions
  • Date range: Filter by time period

Advanced Filters​

  • Conversation status: Active, completed, abandoned
  • Customer type: Logged in, anonymous, returning
  • Page context: Homepage, product page, checkout
  • Satisfaction rating: Filter by customer feedback
  • Conversation length: Short, medium, long interactions

Saved Searches​

  • Save frequently used filter combinations
  • Quick access to important conversation segments
  • Share saved searches with team members
  • Export filtered results

Conversation Analytics​

Individual Conversation Insights​

For each conversation, view:

  • Conversation flow analysis
  • Customer intent progression
  • AI response effectiveness
  • Conversion outcome (if applicable)

Bulk Analysis Features​

  • Topic clustering: Group similar conversations
  • Sentiment analysis: Understand customer emotions
  • Resolution patterns: Identify successful conversation flows
  • Common pain points: Find frequently asked questions

Conversation Analytics

Customer Information​

Logged-in Customers​

When customers are logged in, you can see:

  • Customer name and email
  • Order history context
  • Previous conversation history
  • Customer lifetime value
  • Preferred communication style

Anonymous Customers​

For anonymous visitors, track:

  • Session information
  • Page browsing history
  • Geographic location (if available)
  • Device and browser information

Conversation Management Actions​

Individual Conversation Actions​

  • Export transcript: Download conversation as PDF/CSV
  • Add notes: Internal notes for team reference
  • Flag for review: Mark conversations needing attention
  • Share transcript: Send to team members
  • Follow up: Create tasks for manual follow-up

Bulk Actions​

  • Export multiple transcripts
  • Bulk tagging and categorization
  • Mass deletion (with proper permissions)
  • Bulk analysis and reporting

Quality Monitoring​

AI Performance Tracking​

Monitor your AI assistant's effectiveness:

  • Response accuracy rates
  • Customer satisfaction per conversation
  • Resolution success rates
  • Common failure patterns

Conversation Quality Metrics​

  • Average conversation length
  • Customer engagement levels
  • Abandonment rates
  • Conversion rates from chat

Improvement Opportunities​

Identify areas for enhancement:

  • Frequently misunderstood questions
  • Topics requiring human intervention
  • Conversation flows that lead to abandonment
  • High-performing conversation patterns

Data Export and Reporting​

Export Options​

  • Individual transcripts: PDF or text format
  • Bulk conversation data: CSV for analysis
  • Analytics reports: Comprehensive performance data
  • Custom date ranges: Specific time period exports

Integration Capabilities​

  • CRM integration: Sync conversation data
  • Analytics platforms: Connect to Google Analytics, etc.
  • Customer service tools: Link with support systems
  • Business intelligence: Feed data to BI tools

Privacy and Compliance​

Data Protection​

  • Customer privacy controls
  • Data retention policies
  • GDPR compliance features
  • Secure data handling

Access Controls​

  • Role-based permissions
  • Audit trails for data access
  • Secure sharing options
  • Data anonymization features

Next Steps​

Leverage your chat data effectively:

Regular conversation analysis helps you understand your customers better and improve their shopping experience.