Conversations
Review every conversation your agents had, what each one collected, where visitors stop, and how warm each conversation is.
The Collection screen
Every conversation your website agent has is listed in Collection, in the Tools group of the menu (unfold the group if it is collapsed). It requires the permission to view analytics.
The screen shows what your agents gathered in each conversation: who the visitor is, their answers, and what is still missing. It refreshes on its own every few seconds, so a conversation in progress appears live.
Status tabs
| Tab | Meaning |
|---|---|
| All | Every conversation of the period. |
| In progress | Required answers are still missing, and the last message is less than 30 minutes old. |
| Interrupted | Required answers are still missing, and there has been no message for 30 minutes. |
| Finished | The visitor answered every required question, without booking. |
| Meeting booked | The visitor booked a meeting. |
Filters
- Form: All forms or one form.
- Contact details: With or without contact details, With contact details (an email or a phone was collected) or Without contact details.
- Period: Last 7 days, Last 30 days (default), Last 90 days or Last 365 days.
Figures for the period
Four figures sit above the list:
- Conversations over the period;
- Answers obtained to the required questions;
- Contact details in: the median time before the visitor gives an email or a phone number;
- Returns that convert: meetings booked by visitors who came back to finish their conversation, out of all who came back.
The list
Each row is a visitor: their name, otherwise how to reach them, otherwise Anonymous visitor. Columns: Visitor, Form, Status, Answers (for example 3 of 4, with Missing: budget when a required answer is missing) and Last activity. The list shows 50 conversations per page. Click a row to open the conversation.
Where visitors stop, and where they start
Under the list:
- Where visitors stop: the last question asked in interrupted conversations. A question that comes back often is a question that loses visitors — rephrase it, make it optional or move it later in the form. See Website agent.
- Where conversations start: the pages of your site where conversations begin, with the number of conversations and meetings for each.
Export to CSV
Click Export CSV to download the conversations matching your filters. The file keeps every column, including each collected answer and two columns for required answers filled and missing.
A conversation in detail
A conversation page has two parts: on the left what was captured, on the right what was said.
The header shows the visitor's name (or Anonymous visitor), the conversation score (see below), Booked or No booking, and how far the visitor went: Talked, Details asked, Details given, Slots shown, Booked, then No-show, Attended or Won once the meeting has happened.
On the left:
- Identity: company, name, email and phone, with Open contact record when a contact exists. If nothing was given: No contact details were given.
- Answers: each answer collected, with the progress on required fields (3 / 4 required fields collected) and the missing ones marked Required · Missing.
- Context: form, page, language, device, source, campaign, referrer, when the conversation opened and its last activity.
- Behaviour: visitor messages, how many were typed and how many were suggestion chips tapped, and the links the visitor opened.
- Booking: when and its status, with Open booking.
On the right:
- Conversation: the full transcript.
- What they said: the pain points, objections and topics raised, and the budget, timeline and decision signals Nudge picked up.
- Flags, when there are any: visitor messages refused by the guard (hijacking attempts, abusive messages) and assistant replies flagged by the automatic review, with the reason. Nothing is deleted: the guard replaced the reply with a refusal, the review only flagged.
Conversations are also linked from the meeting page and from My day.
The conversation score
Each conversation gets a score from 0 to 100 that answers one question: how close did this visitor come to booking? It is computed from the conversation alone — no third-party data — and updated as the conversation goes on.
| Level | Score |
|---|---|
| Hot | 60 and above |
| Engaged | 45 to 59 |
| Interested | 30 to 44 |
| Curious | 15 to 29 |
| Cold | below 15 |
What moves it:
- Booking a meeting puts the conversation at 100 (Hot).
- Contact details weigh the most: an email adds a lot, a phone number adds too. A conversation without either loses a little.
- Engagement, counted on what the visitor wrote: four messages or more, more again at eight; at most one message lowers the score.
- Typing beats tapping: three typed messages or more add points; tapping suggestion chips without ever typing lowers the score.
- Opening a link the assistant proposed adds points.
- Answering qualification questions adds points, more from three answers.
The conversation score is not the lead score. The conversation score tells you how warm one conversation was; the lead score rates the person out of 100 on your criteria (need, budget, profile, engagement, intent). See Lead scoring.
A hot conversation that ended without a meeting less than an hour ago is pushed to the top of the closers' My day with a Call now button.