Chat conversations

Every chat a visitor starts through one of your website chat widgets is saved as a conversation. Your team can read the transcript, reply in person and follow up on anything the assistant couldn't handle. Conversations are under Grow → Chat → Conversations. To set up a widget, see Setting up chat widgets.

Before you start

• You need permission to view conversations. See Users, teams, groups and permissions.
• Automatic AI answers need the Chat AI feature in your package. Without it, only your team replies. See Package and add-ons.

Review conversations

Go to Grow → Chat → Conversations. The list shows each conversation's visitor, email, domain, page, widget, status, start time and feedback. Select View to open one. The tiles above the list show Open, Awaiting reply (conversations that need someone from your team), Avg first response (30d) and Conversations (30d).

A conversation has one of these statuses:

• Active: the chat is open and nobody is waiting for a reply.
• Awaiting AI: the visitor has sent a message and is waiting for the assistant. Without Chat AI, messages stay at this status until someone from your team replies.
• Needs attention: the assistant used its fallback message or couldn't reply, or the visitor wrote again after your team joined. Someone from your team should reply.
• Closed: the visitor ended the chat.

When a conversation needs attention or is closed, subscription administrators are notified (Chat needs review or Chat closed), depending on their notification preferences. See Your profile and notifications.

Reply to a visitor

1. Open the conversation from Grow → Chat → Conversations.
2. Read the transcript. It shows messages from the Visitor, the AI and your team, and it updates live while you have it open. The Details panel shows the visitor's name and email, the domain, widget, page and any feedback.
3. Type in Type a reply... and select Send reply.

Your message appears in the visitor's chat window under your first name. Once someone from your team has replied, the assistant stops answering that conversation, and any further visitor messages are marked Needs attention for your team. You can't reply once a conversation is Closed.

What happens when a chat ends

When a visitor ends the chat, the conversation is marked Closed. If the visitor gave an email address, they're sent a transcript of the conversation. After the chat ends, visitors can leave a rating from 1 to 5 and a comment, which appear under Feedback.

Troubleshooting

• Unable to send reply. The conversation may have closed, or your connection dropped. Refresh the page and try again.
• Messages stay at Awaiting AI. Your package may not include Chat AI. Reply to the visitor yourself, or ask your subscription administrator about adding it.