Review conversations and contacts

Find a conversation

Open Conversations. Search the inbox and combine filters such as visitor type, secondary classification, priority, language, and form state. Filter state is retained in the URL so reloading can restore the view.

Inbox search matches stored titles and summaries in the viewing language and associated contact names, emails, telephone numbers, or organizations. It is not a full transcript search. A word that appears only in a message can therefore produce no inbox result. Search is literal rather than a semantic question-answering tool.

Read the transcript and derived information

Open a row to see the transcript, summary, classifications, contacts, and form details. Summary and translation preparation runs in the background, so a newly saved message can appear before its derived text.

Use the original messages to verify a detail that affects a commitment, identity, or follow-up action. Summaries can omit details; translations and classifications can be mistaken. Recorded tool details can help explain which website search or form discovery the assistant used.

Understand visitors and contacts

A visitor record groups activity associated with a browser identity. Multiple people may share that browser, and one person may use multiple browsers. It is not verified cross-device identity.

A contact profile records a person's supported name and accumulated contact details or organizational affiliations. Supporting evidence comes from visitor messages or answers from successful or failed form submissions. Unfinished forms do not supply contact evidence. An organization's mention does not necessarily mean the writer represents it.

The Main contact for a conversation identifies its writer when there is sufficient evidence. A visitor's main contact can supply a fallback. Mentioning another person does not make that person the writer. A contact associated with a conversation may also have information learned in other conversations under the same browser record.

Review form outcomes

Check Form state, the selected form, saved answers, and the outcome. An unfinished questionnaire is different from an attempted submission. Submitted records confirmed success reported by the form workflow; Failed records an unsuccessful terminal result.

Submission translation prepares delivery values without replacing the original saved visitor answers. Check the destination if actual receipt is in doubt. Notification email delivery does not determine form success.

Read activity totals carefully

The conversation list shows totals and recent daily activity for conversations, visitors, messages, and successful form submissions. Daily activity is grouped by UTC date.

Arrange staff follow-up

Use the recorded inquiry and your organization's normal contact process. The current portal provides conversation review rather than live staff participation in the widget. Configure Notifications to bring new activity to the appropriate team. Treat transcripts and extracted contacts as private information.