The Conversations inbox.
Conversations tab → review every chat that’s happened.
The list view
Left pane shows recent conversations. Each card has:
- Visitor name (or “Anonymous visitor” if not collected)
- Started date
- Status badge —
Answered/Not answered/Handed off(with how it ended, once recorded) - Source —
widget,hosted_pageoremail - Test — shown when you’ve marked the chat as a test
Filter pills
| Filter | Shows |
|---|---|
| All | Every conversation |
| Answered | The bot’s last reply wasn’t a fallback, and there was no handoff |
| Not answered | The bot’s last reply was a fallback, and there was no handoff |
| Handed off | The visitor was handed to your team |
“Answered” only means the last reply wasn’t a fallback. It doesn’t tell you whether the visitor got what they needed. For that, see Outcomes.
The thread viewer
Click a conversation → right pane shows the full thread. Each assistant message displays its confidence score so you can see exactly how confident the bot was on each turn.
At the top of the thread:
- Mark answered / Mark not answered — correct the status by hand.
- How did this handoff end? — on a handed-off chat, mark it Resolved or Not resolved. This is the only way a handoff counts as resolved in Outcomes; nobody marking it means “outcome not recorded”.
- This was a test — under the visitor’s name. A test chat stays in this list but is left out of Outcomes, Coverage, the Overview figures, the monthly report and its ROI, the inbox and knowledge-fix suggestions. Click Undo to count it again.
Under each assistant reply, Answer was wrong opens a knowledge fix for the entry the reply came from.
Visitor feedback
Visitors can rate each answer with a thumbs up or thumbs down, and add an optional comment on a thumbs down. The rating (and comment) shows next to the confidence score on that message in the thread viewer.
A high-confidence answer with a thumbs down is the one to act on: the bot found content in your KB and used it, but the content itself is wrong or out of date. Fix the FAQ or document it came from.
There’s no conversation search — use the status filters above to narrow the list.
Reading patterns
Things to look for:
- Many handoffs on the same topic → write more FAQs for that topic
- Confident answers that seem wrong → review your FAQ content; maybe contradiction in the KB
- High fallback rate (over 30%) → KB is too thin or threshold is too high
- Anonymous handoffs → consider making the handoff form less optional
What’s not in the dashboard
- Anonymous visitors aren’t followed between visits. Each page reload is a new conversation. If your site tells the widget who’s signed in, Outcomes can tell when the same person came back.
- No conversation export. Today, transcripts live in the dashboard. Email support@tenloai.com for a one-off export.
- No live conversation viewer. You see conversations after they happen, not as they’re happening (yet).
- No analytics events. The widget doesn’t fire to GA, PostHog, Segment, etc. You can add your own tracking on the host page if you want.