Reading conversation transcripts.

Most leads link to a full conversation transcript so you can see exactly how the bot qualified them. A small share will show “Conversation history isn’t available for this lead” instead — that means the chat session was pruned or never recorded for that visitor. The lead’s contact info and score are still accurate; only the message-by-message replay is missing.

Opening a transcript

Recent Leads card → click any lead row → transcript modal opens. The modal renders every visitor message and every bot response in order, with timestamps.

Contact capture isn’t separately flagged — you’ll see it implicitly as the point in the conversation where the visitor gave their name and email.

What you don’t see

• The control tokens the bot uses internally are stripped before display
• System events (the bot deciding to score, etc.) — those happen behind the scenes

Visitors who ask for a person

If a visitor asks to speak to a human, the assistant asks for an email or phone number if it doesn’t have one, and tells them it has passed their request to your team. It doesn’t promise when you’ll respond. You get an alert (email, plus Slack or Teams if connected) with what they asked and the full transcript, once per conversation. See What happens if a visitor asks to talk to a person?.

Why this is useful

• Diagnose bad scores. If a “hot” lead seems wrong, read the transcript. Usually: the visitor exaggerated, or your ICP needs tightening.
• Improve your KB. If the bot punted on questions you’d want answered, those are the next entries to add — see Knowledge base.

Transcript privacy

See Legal & data handling for the full data-retention picture.