You can review all of your customers' conversations with the Rep AI Concierge by following the steps below:
- From within the Rep console, navigate to the sidebar and select Insights > Conversations;
- All of your customers' conversations will appear, both conversations that have ended and live conversations.
- You can filter conversations based on various factors by clicking on the Filters button at the top right corner of your screen.
In the filter options, you can filter your search based on several criteria.
Under Device, you can choose from "All," "Desktop," "Mobile," "Simulator," "Instagram," and "Facebook." For Customers, you can filter by type, such as "All," "New," and "Returning." Additionally, you can further filter by adding multiple tags under Tag, selecting multiple topics under Topic, or choosing specific issues under Customer Problem. Once your filters are set, you can either cancel or apply the filters using the options at the top right.
- You can also save conversations by clicking on the star icon, and share conversations link by clicking on the square with the upper arrow.
- Additionally, if you notice a question that was not addressed as you like in a conversation, you can immediately add the correct response so that Rep can learn for future customer inquiries.
This training can be done directly within the conversation by scrolling over the question and clicking on "Add Custom FAQ" A pop-up will appear where you can input the correct answer.
Once you have entered the answer you'd like your AI Concierge to use next time, click "Publish." You can apply the response only to a specific product page by clicking the toggle at the bottom right next to Add specific product page. You can also offer further assistance or recommend product or collection.