Read chatbot conversations, get hand-offs and track monthly usage
Read conversations
- In chatbot, open Inbox, then Conversations.
- Filter by outcome: Booked, Lead captured, Escalated, Completed or Abandoned. Turn on With lead only to see chats that became leads.
- Click a chat to read the transcript.
When a visitor asks for a person
- Set a Fallback email in General, under Behavior.
- Keep Chat escalations on in settings, under Notifications.
- When a visitor asks for a person, the chatbot takes their email and sends the chat to your Fallback email as "Chat escalation", with a push alert.
- Reply to the visitor by email.
Track monthly usage
- Open Analytics to see how many AI conversations you've used this month and how many remain.
- An email goes out at 80% and at 100% of the limit.
- In Settings, turn on Weekly digest email, pick Send on and click Send me a test. It goes to your weekly report recipients and skips quiet weeks.
Limits
- Nobody can join a live chat. Hand-offs continue by email.
- Transcripts are kept for 30 days on the limited plan, 180 days on Launch and 365 days on Grow and up. Pick a shorter time under Transcript retention in Settings.
- Monthly AI conversations: 75 on the limited plan, 100 on Launch, 500 on Grow, 2,000 on Scale and 10,000 on Enterprise. Past the limit, the chat shows a short form for visitors' details until next month.
- You can't reply inside a chat or export transcripts.
Common questions
What happens without a Fallback email?
The chatbot tells the visitor it can't transfer the chat right now and points them to your contact details. No email or alert is sent.
Where do leads from chats go?
To Inbox, under Leads. See Find, work and export your leads.
On this page
Read conversationsWhen a visitor asks for a personTrack monthly usageLimitsCommon questions
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