Chat Session History

The chat history lets you read every conversation users had with your AI chat. Use it to find common questions, check the answers the chat gave, and improve your content where the chat fell short.

On the dashboard

The Chat Conversations History card on the Insights dashboard shows, for the selected period:

• Total sessions: the number of chat sessions
• Avg. session duration
• Conversations with feedback: how many conversations users rated. It shows Feedback not enabled if none of the selected widgets asks users for feedback.

Below these are the latest conversations. Click one to read it, or click View all to open the full history.

Browse conversations

The Chat Conversation History page lists every conversation in the selected period, with its first message, date, duration, feedback and number of references. Click a column title to sort by it. Click Load more conversations to see older ones.

• Feedback shows the rating the user gave the conversation, if any.
• References is the number of sources the chat used in its answers. An orange icon next to 0 marks a Potential Content Gap: no relevant answers were found in your knowledge base for questions in that conversation. Hover over the icon to see why this can happen.

To find a conversation, type a word from a message, a date or a conversation ID in Search by message, date or ID and press Enter.

To show only some conversations, click Filters and choose a Feedback rating, a Duration or both. Reset Filters removes them.

Read a conversation

Click a conversation to open it on the right. Chat Conversation shows the messages between the visitor and the chat. References lists the sources the chat used in its answers. If the user gave feedback, it is shown under Feedback.

Export conversations

1. Set the date range you want to export.
2. Click Export data on the Chat Conversation History page, or Export on the dashboard card. Export data also applies the Feedback and Duration filters you’ve chosen.
3. Choose the Fields to include: Conversation ID, Conversation Start Time, Conversation Duration, Conversation Reaction, Conversation Comment, Message Type and Message Text.
4. Click Export to download a CSV file. The download may take up to a minute.

If the file doesn’t open correctly in Microsoft Excel, use Excel’s import function instead of opening the file directly.