Messages
Review conversations between customers and the AI, check ratings, and correct answers
In the sidebar, Chat → Messages lets you review every conversation that took place in the widget, on LINE, and in Test. This is the first page shown when you open an agent.
Screen layout
- Left: Conversation list — Conversations are listed with the most recent messages first (20 per page).
- Right: Conversation details — Shows the content of the conversation selected in the list.
On smartphones, the list and details are shown one at a time. Use the arrow in the top left to go back to the list.
Information in the conversation list
| Item | Details |
|---|---|
| Message | The last message in the conversation |
| User name | For LINE conversations only, the customer's LINE display name is shown |
| Date and time | "Just now", "Xm ago", "Xh ago", or the date for anything older than 24 hours |
| Source | Widget / LINE / Playground (conversations from Test) |
| Inquiry | Conversations where a contact form was submitted are marked with a green line and an email icon |
Show only conversations with inquiries
Turn on "Contact Inquiries Only (count)" in the top right to show only conversations where a contact form was submitted. This button appears when there is at least one conversation with an inquiry.
Inquiry details are also sent by email
The form contents are sent to the "Contact Email" set in Agent Settings. For details, see Set up a contact form.
Conversation details
"Chat" tab
Shows the exchange between the customer and the AI in chronological order. Ratings from the customer appear below the AI's answers.
- 👍 Good (green) / 👎 Bad (red)
- If a reason (such as "Inaccurate information" or "Incomplete response") or a comment was entered, it is shown as well.
"Details" tab
| Item | Details |
|---|---|
| Source | Widget / LINE / Playground |
| Messages | The number of messages the customer sent |
| User Name | The LINE display name (LINE conversations only) |
| Location | The city and country the visit came from ("Unknown" if not available) |
| Created At / Last Activity | When the conversation started and the last exchange |
| Referrer Page | The URL of the page where the widget was opened |
| More | Session ID (used when contacting support; can be copied) |
Correct an answer and add it to Q&A
If the AI's answer was inaccurate, you can register the correct answer as Q&A right there.
Click "Edit Answer" on the answer you want to correct
There's a button below each AI answer.
Rewrite the answer
"Question" is automatically filled with the customer's preceding message (it can't be edited). "Edited Answer" contains the original answer, so rewrite it with the correct information (up to 1,024 characters).
Click "Save to Q&A"
What you save is added to Knowledge → Q&A and will be prioritized for similar questions from then on.
After making a correction, try the same question in Test to confirm the change has taken effect.