Introduction
The Conversations page in Rep AI provides a comprehensive view of all customer interactions with your AI assistant. This central hub allows you to monitor, review, and manage conversations between your customers and your AI, helping you ensure quality customer service and gain valuable insights into customer needs.
Features of the Conversations Page
Conversation List Panel (Left Column)
The left side of the screen displays a chronological list of customer conversations, including:
Location & Timestamp: Shows city, state, country, and the exact date and time of each conversation (e.g., "Fairfax Station, Virginia, United States - 6 Jun 2025 at 03:36 am")
Customer Information: Displays customer email and device type (Mobile/Desktop)
Subscription Status: Indicates whether the customer is subscribed to a mailing list
Conversation Duration: Shows the length of the interaction in minutes and seconds
Order Information: When applicable, displays order ID and total amount
Save Option: Star icon allows you to save important conversations for quick access later
Share Option: Share icon enables you to export or share conversation details with team members
You can click on any conversation to view its full details in the right panel.
Filtering and Sorting Options
At the top of the page, you'll find tools to organize your conversations:
Date Range Filter: Select a specific time period (e.g., "1 Jun 2025 - 30 Jun 2025")
Sort Options: Arrange conversations chronologically or by other criteria
View Toggles: Switch between "All" conversations or "Saved" conversations
Search Bar: Find specific conversations by keywords or content
Advanced Filtering Modal
The "Filters" button opens a comprehensive filtering panel that allows you to narrow conversations by:
Platform: All, Web (Desktop + Mobile), Desktop, Mobile or Helpdesk
Shopper Emotion: Search for specific customer sentiments
Customer Problem: Filter by customer issue types
Customers: All, New, or Returning customers
Traffic Source: All, Direct, Referral, Search, or Social
Tag: Add multiple custom tags for organization
Topic: Filter by conversation topics
Messaging Channels: Instagram DM, Facebook DM, or WhatsApp DM
Using the Unread Tab
The Unread tab helps you systematically review conversations you haven't viewed yet, making quality assurance much easier, especially for high-volume stores.
How it works:
Click the "Unread" tab at the top of the Conversations page
The list filters to show only conversations you haven't reviewed yet
All your other filters (date range, platform, topic, etc.) continue to work alongside the Unread filter
Once you click on a conversation to view it, it's automatically marked as "read" and removed from the Unread view
This helps you keep track of which conversations still need review
When to use the Unread tab:
Daily quality reviews: Start each day by checking unread conversations to ensure your AI is performing well
Batch reviews: Work through accumulated conversations systematically without losing your place
Team workflows: If multiple team members review conversations, Unread status is shared at the account level, so you won't duplicate review efforts
Filtered QA: Combine Unread with other filters (like Topic or Shopper Emotion) to focus your review on specific conversation types
Empty state: When you see "You're all caught up! All conversations have been reviewed," it means you've reviewed all conversations that match your current filters.
Conversation Viewer (Right Panel)
The right side of the screen shows the full conversation transcript:
Customer Messages: Displayed with customer icon and timestamp
AI Responses: Shown in branded bubbles with a ChatGPT indicator
Product Images: When relevant, product images appear in the conversation
Page Visit Information: Shows which product pages the customer viewed during the conversation
Added Products: Lists items the customer added to their cart
Suggestion Chips: Interactive buttons offered to customers during conversation (e.g., "I have a question", "What's recommended?")
Conversation Management Tools
There are several action buttons that help you optimize your AI's performance and gain insights into how it interacts with customers:
Instruct/Correct the AI:
Instruct the AI:
Purpose: Appears only for proactive approach messages, allowing you to adjust how the AI initiates conversations with customers.
When to use: When you want to modify how your AI reaches out to customers or suggests products/services before the customer has asked a specific question.
Benefits: Helps refine your AI's conversation starters and proactive customer engagement approaches.
Correct the AI:
Purpose: Available for regular messages that occur during customer exchanges, letting you improve responses after customer interaction has occurred.
When to use: After reviewing a conversation where the AI has responded to a customer query in a way that could be improved.
Benefits:
Directly improves your AI's responses for similar future questions
Helps train the AI to better understand your brand voice and product information
Creates a continuous feedback loop that enhances AI performance over time
Best practice: For both options, provide specific, clear guidance that explains not just what should be changed but how the AI should approach similar situations in the future.
Report a Problem:
Purpose: This tool allows you to flag issues with conversations that require investigation or intervention.
How it works: Clicking "Report a problem" opens a modal where you can describe what went wrong during the conversation, providing detailed feedback.
Types of problems you can report:
Harmful or offensive AI responses
Technical glitches in conversation flow
Misunderstandings of customer intent
Product information inaccuracies
Follow-up: Reported problems are reviewed by Rep's team to identify patterns and implement system-wide improvements.
Explanation:
Purpose: This feature reveals the reasoning behind the AI's responses, showing you how and why it generated specific answers.
How it works: Clicking "Explanation" displays a modal that breaks down:
Which aspects of the customer's question the AI focused on
The reasoning process the AI used to formulate its response
Key product details or information the AI prioritized
Benefits:
Transparency into AI decision-making
Helps identify gaps in your AI's knowledge or reasoning
Provides insight into why certain responses might need improvement
Feedback option: The explanation panel includes a "Was this helpful?" option to further improve the explanation feature.
Sources:
Purpose: This tool reveals which knowledge base content, product information, or catalog data was used to generate the AI's response.
How it works: When you click "Sources," you'll see a list of all the information sources that informed the AI's answer, including:
Links to specific product pages
Knowledge base articles or FAQs that were referenced
Custom instructions that guided the response
Website content that was used
Benefits:
Helps you verify that the AI is using the most relevant and accurate information
Identifies which knowledge sources are most frequently used
Shows when the AI might be missing important information
Optimization opportunity: Review frequently used sources to ensure they contain comprehensive and up-to-date information.
Common Use Cases
Quality Monitoring: Review conversations to ensure your AI is providing accurate and helpful information
Customer Insight Collection: Identify common questions, concerns, or product interests
AI Performance Improvement: Use the correction tools to help train your AI to provide better responses
Product Page Optimization: See which products customers are viewing and discussing most frequently
Custom FAQ Creation: Turn common customer questions into custom FAQs for future reference
Best Practices
Regularly review conversations to identify opportunities for improving your AI's knowledge base
Use the filtering options to focus on specific customer segments or time periods
Create custom FAQs for frequently asked questions to improve response accuracy
Review the explanation feature to understand how your AI is responding to customers
Use the "Correct the AI" feature to provide guidance when responses need improvement
Now that you understand the Conversations page, you can effectively monitor and improve customer interactions with your AI assistant, ensuring optimal customer service and gathering valuable insights for your business.