Find the conversation evidence
Permitted website administrators can inspect visitor conversations from Relay → Installation Code → Visitor conversations. Select the correct website before opening a transcript.
Private preview messages are separate and do not appear as ordinary public conversations. Visitor sessions can expire, and the system removes older public conversation data according to its retention settings.
Review for a specific purpose
- Read the visitor’s actual question.
- Check what the bot answered.
- Compare the response with the active Brain knowledge.
- Identify whether the issue is a missing fact, conflicting record, retrieval gap or unclear question.
- Update the appropriate approved training.
- Retest the question privately.
A provider failure or access problem is not the same as a knowledge gap. Adding a Q&A will not repair a disconnected service or exhausted allowance.
Use Recommendations
A completed public answer explicitly marked unsupported can create a suggested Q&A in Brain → Recommendations. Repeated questions can be grouped with an occurrence count.
Review existing records before approving a new answer. The relevant information may already exist but have been missed in that context. A matching inactive Q&A can also prevent a duplicate from being created.
Respect the customer context
Transcripts can contain information a visitor volunteered. Limit access to the colleagues who need to review the experience, and avoid copying private customer details into reusable training.
The widget’s Download Chat action provides the current visitor conversation as plain text. It does not recover expired transcripts or provide a permanent customer-support archive.
Use recurring question themes to improve public explanations and product pages as well as the bot. The most useful fix may be a clearer source page that prevents the question in the first place.