Conversations

The Conversations page gives you visibility into what customers are asking through your chat widgets and how the AI agent is responding. Navigate to Chat Widgets > Conversations in the sidebar to view all conversations across your widgets.

Each row shows the conversation title, message count, visitor (name or email if authenticated, otherwise anonymous), feedback status, and date. Escalated conversations display links to the resulting ticket in both Decimal and the external integration.

Use the search bar to find conversations by title or ID. Filter by widget, feedback (helpful, not helpful, or none), or escalation status to narrow the list.

Details

Click a conversation to open the full message thread between the customer and the AI agent. The header shows feedback status and escalation links when applicable. An info popover displays the widget name, visitor details, domain, and conversation start date.

Export

Click the Export button to download conversations as CSV or JSON. Select a time period and optionally filter by widget before exporting.

Reviewing conversations regularly helps identify gaps in your knowledge base. If customers frequently ask questions the AI can’t answer well, consider adding articles to cover those topics.