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Review your customers' conversations with Rep

Updated

Reviewing conversation details is an important part of optimizing your AI’s performance. The Rep AI dashboard provides a comprehensive record of all customer conversations so that you can easily see every detail from interactions with your AI.

Conversations contain a complete transcript of each discussion, including timestamps and any customer actions such as page visits and add-to-cart. This article explains where to find your customer conversations and how to review any past interactions.

 

Find conversations to review

The Conversations dashboard provides a list of conversations and the unique transcript for each conversation. It includes both past and live conversations. For more information about Rep's live chat capabilities, visit the following Rep help center article: Live chat features in Rep 

You can access the Conversations dashboard from anywhere in the Rep Console.

  1. From the Rep console, open the left-hand menu and select Conversations.





  1. This opens the Conversations page, displaying results from your previously selected date range.

Search and sort conversations

You can search for specific conversations using the search bar in the conversations list.

  1. Click anywhere on the search bar to open the text field.
  2. Type your search query.
  3. The search function auto-populates results, no need to hit Enter/Return.

 

Save conversations

The Rep Console lets you save conversations for quick retrieval.

  1. Find the conversation you want to save in the conversation list
  2. Click the Star icon located at the bottom of the conversation tab.

You can access saved conversations directly from the main conversation page. To do so, simply click the Saved icon located above the search field in the conversations list.

  

 

Filter conversations

The Conversations page lets you filter your list to only display particular conversations.

  1. Click the Filters button located right next to the date range selector.
  2. Select your desired filters.
  3. Click the Add Filter button located in the right corner of the filters window.
  4. Wait for the conversation list to load the filtered results.

 Below are the different types of filters available:

  • Device: All, Desktop, Mobile
  • Customers: All, New, Returning
  • Traffic Source: All, Direct, Referral, Search, Social

You can also filter by Tag, Topic, and Customer Problem. These filters are effective at honing in on specific types of conversations. There are over a dozen filters for each option, and you can set multiple filters at a time.

 

Review conversations

To open a conversation for review, click the corresponding tab in the conversation list.

  1. Scroll through the conversation transcript on the right portion of the screen.
  2. Read customer messages and AI responses.
  3. Review customer actions. For example, visited a new page or added an item to their cart.

 

Correct conversation responses

If you notice your AI did not answer a question as you would like, you can immediately add the correct response so that Rep’s AI can learn for future customer inquiries.

You can implement this training directly within the conversation by scrolling over the question and clicking on Instruct the AI (this may also appear as Correct the AI). This opens a pop-up window where you can add instructions for how the AI can better handle the specific scenario or shopper inquiry.

 

Review conversations from Rep Funnel and Shopper Intelligence

The Rep Funnel is an analytics feature showing the results from Rep’s use of its behavioral AI to detect and convert disengaged customers.

To review conversations from the Rep Funnel:

  1. In the left-hand menu, navigate to Analytics > Sales.
  2. Scroll past the main sales analytics until you the Rep Funnel Section.
  3. Find the See conversations link in the bottom right corner of the stats card.
  4. Click the link to go to the Conversations page, filtered with Rep Funnel interactions.

The Shopper intelligence dashboard provides insights into how your AI sales assistant helps engage site visitors.

To review conversations from the Shopper Intelligence Insights:

  1. In the left-hand menu, select Insights.
  2. Find the type of conversation you want to review. For example, product recommendation conversations.
  3. Click the text link for the corresponding conversation type in the Forms of Assistance stats panel.

Note: While on the Conversations page, you can further refine your selection by setting additional filters.

 

Additional resources

Rep help center article: Train the AI on "unhelpful" conversations

 

Need help or advice? Reach out to us at: support@hellorep.ai

 

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