What is Ask AI?
Ask AI lets you ask a question in plain language about your customer conversations and get an answer in seconds — instead of reading through hundreds of individual chats yourself.
Ask something like "What are the most common complaints?" or "Why are shoppers hesitating to buy?", and the AI reads every conversation in the set you chose, then gives you back a clear summary, the key findings, and suggested follow-up questions.
Ask AI is part of the Deep Research add-on and is available to merchants with an active Deep Research subscription.
Choose what the AI reads
You can point Ask AI at three different sets of conversations:
One topic — every conversation inside a topic like "Shipping Delays" or "Pre-Purchase Questions", for your selected dates.
All conversations in a time frame — every conversation you had in the selected period, with no topic needed. Use this for questions that don't fit neatly inside one topic.
The conversations matching your filters — exactly the list you're already looking at on the Conversations screen, or the slice behind a number on the Home and Shopper Intelligence screens.
Whichever set you pick, the questions you can ask, the results you get, and the way credits work are the same.
Where you can start a query
From the Deep Research page (Insights → Deep Research)
Click any topic row — in Top Topics, Your Topics, or AI-Discovered Topics — to research that topic. Hovering a row reveals an Ask AI badge.
Or use the Research all conversations card to research every conversation in the selected time frame, no topic required.
From the Conversations screen
Click Ask AI about [number] conversations at the top of the page to research the conversations currently matching your filters.
A compact Ask AI button is also available in the conversation list header, next to the Sort control.
From the Home screen
The Conversation Overview, Conversation Initiator, and Rep Funnel cards each have an Ask AI badge. These research all of your conversations in the date range the cards are showing, and each one starts you off with a suggested question you can edit before running.
From the Shopper Intelligence page
Rows in the Shopper Emotions, Customer Satisfaction, Customer Problems, and Topics breakdowns each have an Ask AI badge. Clicking one researches just the conversations behind that row — for example only the frustrated shoppers, or only the conversations tagged with a specific problem.
How to research the conversations in your filters
Open Conversations in your Rep console.
Set the timeframe and any filters you want — channel, tags, topics, shopper emotion, customer problem, satisfaction, traffic source, flow, search keywords, and so on. The AI researches exactly the conversations your filters produce.
Click Ask AI about [number] conversations. The research window opens, already scoped to your filters.
Check the Scope line so you can see which filters are being applied.
Click a suggested question or type your own.
Confirm the cost (see below), and the AI gets to work.
Tip: the number on the button is your live conversation count, so you always know roughly what a query will cost before you even open the window. On the Unread tab, or when you've opened a single conversation by link, the button shows just Ask AI without a number — the count on screen wouldn't match what gets researched, so we leave it off rather than show a misleading figure. You'll still see the exact count and cost in the confirmation step.
How to research all conversations in a time frame
Go to Insights → Deep Research.
Set the time period you want using the timeframe picker on the page.
Click Research all conversations.
Click a suggested question or type your own.
Confirm the cost, and the AI gets to work.
Confirming the cost before a query runs
Every query shows you what it will cost before anything is charged. The confirmation step shows:
How many conversations will be analyzed.
The scope — which filters define the set, when you started from a filtered view.
Cost in credits, and your credits remaining.
Nothing is charged until you confirm. You can always cancel.
Two things you may see here:
Large query warning — when a query covers roughly a thousand conversations or more, or would use more than half your remaining balance, you'll see a note that it will use a lot of credits and may take longer than usual. This is a heads-up, not a block: you can still proceed.
Not enough credits — if the query costs more than your balance, it can't run. Narrow the date range or filters, or wait for your monthly credits to refresh.
What you can ask
Ask AI answers questions about the customer conversations in the set you've opened. Ask about patterns, reasons, complaints, requests, or sentiment — for example:
"What are the most common reasons customers reach out?"
"Which products do shoppers ask about most here?"
"What's frustrating customers in these conversations?"
"Are shoppers satisfied with the answers they're getting?"
Greetings, small talk, or questions that aren't about your conversation data — like "hello," "thank you," or "what is your name" — aren't research questions, so they won't return an answer. If you enter something that isn't a data question, you'll see a short message that it wasn't recognized as a query. Just rephrase it as a question about the conversations and submit again. Because nothing was analyzed, these attempts don't use any credits.
While your research runs
You'll see the AI work through its stages: scanning conversations, reading and understanding context, analyzing patterns and trends, then generating your report. Most queries finish in moments; large ones can take a few minutes.
You don't have to sit and wait — closing the window doesn't cancel the research. Reopen it on the same scope and you'll be right back where you were, and every finished research is saved to your history either way.
Understanding your results
Each result includes:
A summary — a short, plain-language answer to your question.
Key findings — the main takeaways (up to four), each with a short explanation and the number of conversations that support it.
Follow-up suggestions — one-tap questions to dig deeper, plus you can always type your own.
You can export any result as a PDF at no cost — useful for sharing with your team. The export names the scope it was run over, so a report always says whether it covered a topic, all conversations, or a filtered set.
Occasionally a small number of conversations can't be read — a corrupted transcript, for example. When that happens the result tells you how many were skipped, and you are not charged for them.
Research history and revisiting answers
Every question you run is saved in the history panel, so you can come back to past answers anytime. Each saved research keeps the scope and date range it was originally run with, so an old answer never gets relabelled with your current filters. Revisiting a saved result is always free — it doesn't use any credits.
How credits work
Ask AI runs on a simple, transparent model:
1 credit = 1 conversation the AI reads. A query's cost equals the number of conversations in the set you're researching. For example, researching 320 conversations costs 320 credits.
You get a monthly credit allowance included with your Deep Research subscription. Larger plans include more credits.
Credits are only used when a query succeeds. If a query fails, you are never charged.
Credits refresh every month on your billing cycle date. Unused credits do not roll over.
Credits are shared across everyone on your account.
Revisiting saved (cached) results is free.
Your trial includes credits too. During a Deep Research free trial you get the same monthly credit allowance as a paid subscription, so you can try Ask AI fully before you commit.
You'll always see the cost before you run a query, so there are no surprises.
You may see two credit states:
Running low (amber): your remaining balance is close to the cost of one more query on the current set. Smaller sets may still be affordable.
Out of credits: you can't start new queries until your monthly refresh — the window shows the refresh date. You can still open and read all of your past results and browse conversations in the meantime.
💡 Tip: a query's cost is simply the size of the set you research. To spend less, narrow it before you start — shorten the date range, or add a filter on the Conversations screen so you research the slice you actually care about.
What happens to my credits when I change plans?
Upgrading: You keep the credits you haven't used, and we add the difference between your old and new allowance right away — so moving up gives you more credits immediately.
Downgrading: You keep your current balance for the rest of the billing cycle. Your new allowance takes effect at your next monthly refresh.
Cancelling Deep Research: Any remaining credits stay available until the end of your current billing cycle, then they're cleared. If you re-subscribe later, you start fresh with a new monthly allowance — previously cleared credits don't return.
Changing the time period or the filters
Each entry point uses the dates already set on the screen you started from — the Deep Research page's timeframe picker, or the date range on Conversations, Home, and Shopper Intelligence. To research a different period or a different slice, adjust it on the screen first, then start the query again. Your next query always uses your latest settings, and each saved result keeps the scope it was originally run with.
Don't have Deep Research yet?
If your account doesn't have the Deep Research add-on, clicking Ask AI shows you what Deep Research does and lets you activate it right there — you won't be sent off to another page and lose your filters. Once it's active, your research window opens on the set you were looking at, so you can ask your first question straight away.
Troubleshooting
"Not recognized as a query" / "Not a data question" — your input wasn't a question about your conversation data. Greetings and general questions (like "hello" or "what is your name") won't work. Rephrase it as a question about the conversations — see "What you can ask" above. These attempts don't use any credits.
"No conversations match your filters" — nothing in your current filter set has conversation data for those dates. Adjust or clear a filter on the Conversations screen to include more data. No credits are used.
"No conversations found" — there's no conversation data for that topic or time frame. Try widening the date range.
A very large query failed — researches covering more than about 2,000 conversations can be too big to finish. Narrow the date range or add a filter to cut the set down, then run it again. Failed queries are never charged — your credits are returned automatically.
A query failed — use Try Again. Failed queries are never charged.
I can't start a query / the balance is red — you're out of credits for now. Your balance refreshes on your billing cycle date (shown in the window). Past results stay available.
The Ask AI button doesn't show a conversation count — that's expected on the Unread tab and when you've opened a single conversation from a link. The exact count and cost still appear in the confirmation step before anything is charged.
My credit balance changed after I switched plans — that's expected. Upgrades add credits right away; downgrades keep your current balance until your next refresh. See "What happens to my credits when I change plans?"
My credits disappeared after I cancelled Deep Research — remaining credits are cleared at the end of the billing cycle when the add-on is cancelled. Re-subscribing starts a fresh monthly allowance.
I don't see Ask AI — it requires an active Deep Research subscription. Check the Deep Research add-on on your Billing page.