Messages

View chat history with users and improve your agent's response quality.

What You Can Do

• View conversation history between users and agents
• Check evaluations (Good/Bad)
• Filter by "Contact inquiries only"
• Add Q&A directly with "Correct Answer" feature

Chat List

View all chat history in the "Chat List" on the Messages page.

Conversation List

Viewing History

• Chat history is displayed in chronological order
• User questions and agent responses are shown in dialogue format
• Chat source (Test Playground, Widget, LINE) is displayed

Checking Details

Click each conversation to open a details panel on the right with the following information:

• Conversation tab: Message history between the user and agent
• Details tab: Conversation metadata
  • Source (Test Playground, Widget, LINE)
  • Message count
  • User name (if available)
  • Country and city of access
  • Conversation start date and time
  • Last message date and time
  • Referrer URL (the page URL where the widget is embedded)
  • Session ID (technical information)

Filter by Contact Inquiries Only

Turn on "Contact inquiries only" to show only sessions submitted through the contact form.

Checking Evaluations (Good/Bad)

You can check evaluations (Good/Bad) that users gave to responses.

Viewing Evaluations

Evaluations (Good/Bad) given by users are displayed in the chat history.

Using Evaluations for Improvement

• Answers with Bad evaluations: The response may have been inappropriate
  • Add training data
  • Set fixed responses with Q&A
• Answers with Good evaluations: High customer satisfaction responses

Correcting Answers

You can add Q&A directly from conversation history.

How to Correct

1. Click the "Correct Answer" button on the conversation detail screen
2. The question is automatically extracted
3. Enter the corrected answer and click "Save to Q&A"

Verifying Improvements

1. After adding training data or Q&A, test the same question on the "Test Playground" page
2. Verify that the improvement is reflected