Conversations
Review what the Website Agent gathered in each conversation, where visitors stop, and what the agent could not answer, then use it to improve the agent.
The Collection screen
Every conversation of your agents is listed in Collection, in the Tools group of the sidebar. For each conversation you see who the visitor is, their answers, and what is still missing.
Figures for the period
At the top, four figures summarise the period:
- Conversations: how many conversations were opened.
- Answers obtained: the share of required questions that got an answer.
- Contact details in: the median time before the visitor gave an email or a phone number.
- Returns that convert: meetings booked by visitors who came back to finish their conversation.
Filters and statuses
Narrow the list by Form, Contact details (with or without), device (Mobile, Desktop) and Period. The status tabs sort conversations by where they ended:
| Status | Meaning |
|---|---|
| In progress | The visitor is still talking. |
| Interrupted | No message for 30 minutes before the conversation was finished. |
| Finished | The conversation is over. |
| Meeting booked | The visitor booked. |
Each row shows the visitor (or Anonymous visitor), the form, the status, how many required answers were obtained ("2 of 3") with what is missing, and the last activity.
Export CSV downloads the list as filtered, including the required answers filled in and missing.
Where visitors stop, where conversations start
- Where visitors stop shows the last question asked in interrupted conversations. A question that loses many visitors is worth rewording, making optional or moving later.
- Where conversations start shows the pages of your site where conversations begin, with their number of conversations and meetings.
A conversation in detail
Open a conversation to see everything about it:
- Identity: name, company, email and phone, with Open contact record. If the visitor gave nothing, the screen says so.
- Answers: the answers given to your questions, and the progress on required ones ("2 / 3 required fields collected").
- Context: the form, the page, the language, the device, the source, campaign and referrer, when it was opened and its last activity.
- Behaviour: how many messages the visitor sent, how many they typed and how many suggested questions they tapped, and the links they opened.
- Booking: when, and its status, with Open booking.
- Conversation: the full transcript.
- What they said: a summary for your team, with Pain points, Objections, Topics raised, and the Budget, Timeline and Decision signals when they came up.
Flags
The Flags card shows what Nudge's safeguards noticed in this conversation:
- Visitor message refused by the guard: a hijacking attempt or an abusive message. The agent replied with a refusal instead of an answer.
- Assistant reply flagged: an automatic check found a reply worth reviewing, for example a fact not supported by the knowledge base, a commitment made on its own, an off-brand tone, a catalogue given too early, or an answer beside the question.
Nothing is deleted: flags are there so you can review and, if needed, fix the knowledge base or the tone.
Improve the agent from conversations
Answer what it did not know
In Agents › Shared memory › Sources, Unanswered questions lists what visitors asked in the last 30 days that the agent could not answer. Click Answer to add the answer as a note. See Knowledge base.
Fix what it said wrong
When a flagged reply quotes a wrong fact, correct the page or note it came from, or add the right figure in Offers.
Rework the questions that lose visitors
Use Where visitors stop to find the question after which visitors leave, then reword it or make it optional in the form.
Follow up the interrupted ones
Interrupted conversations with contact details can be followed up by the Nurturing Agent. See Agents.
Contacts, bookings and lead scores built from these conversations are covered in Sales.