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Manage Conversations

Conversations

The Inbox section gives you a detailed view of every interaction Asa has with visitors and customers. Use it to review redirected conversations, spot gaps, fine-tune responses, and continuously improve your assistant’s tone, voice, and accuracy.

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View: All Conversations, Redirected

Conversations Panel (left):

  • Status Tags: Each conversation is marked either
    • Assisted: The conversation was closed and Asa successfully answered the user’s query. These count toward your Assist total.
    • Redirected: Asa couldn’t help, so the conversation was handed off to your support team. These do not count toward Assists.
    • Open: The conversation is still ongoing — the user can continue chatting.
    • Close: The conversation is finished and no further replies are possible. It will be categorized as either Assisted or Redirected based on how it ended.
  • Conversations Topics: Topics are auto-tagged based on what each conversation is about — giving you quick insight into common questions, concerns, and patterns.
  • Last message Time: Shows when the most recent message in the conversation was sent.
  • Duration: Total duration of the conversation from start to finish.
  • Copy ID button: Click to copy the conversation ID — useful for internal tracking or when sharing a specific convo with our team for support.

The Redirected tab shows only the conversations that were handed off to your support team — giving you a focused view of where Asa couldn’t assist.

Messages Panel (right):

  • User Query Message: The message sent by the user — shown on the right side of the chat.
  • Asa Response Message: Asa’s reply — shown on the left. This can include both text and interactive UI elements.
  • System Message: Indicates actions taken by the user during the conversation (e.g. clicked Add to Cart, viewed a product page, etc.). These are not replies, but tracked interactions.
  • Response Confidence Tags: Tags that show how confident Asa was in its response — based on the content and sources you’ve provided.
  • Sources: The specific content used to generate the response — pulled directly from your uploaded content.