History and Preview

Chat History

History holds every conversation the assistant has had, with the full transcript. It is the fastest way to find out what customers actually ask and where the assistant falls short.

The list shows one row per conversation:

Column	Description
Visitor	The visitor, identified as a customer where the storefront knew who they were.
Date	When the conversation started. Sortable, newest first by default.
Location	The country the visitor connected from.
Pages	How many storefront pages the visitor had open during the conversation.
Messages	Messages exchanged.
Tokens	Tokens the conversation consumed - in effect, what it cost you.
Duration	How long the conversation lasted.

Filters

Conversations can be narrowed by:

• Created from and Created to - a date range.
• Pages at least / at most.
• Messages at least / at most.
• Tokens at least / at most.
• Location - one or more countries.

The token filters are the useful ones for cost work. Filtering on Tokens at least a high value pulls up the handful of long, expensive conversations, and reading those transcripts usually shows a concrete cause: a question the knowledge base cannot answer, so the assistant keeps searching, or a loop that a Guidance rule should have ended with an escalation. See Costs and billing.

Chat details

Opening a conversation shows the full transcript, including any files the visitor attached, which can be downloaded.

Preview

Preview runs the real chat widget against your real workspace, in the backend, without touching the storefront. It uses your live settings, your live knowledge base, and your live provider chain.

Use it to:

• Check a Guidance rule fires on the phrasing you expect.
• Read how a change to Instructions or Tone of Voice actually sounds.
• Confirm a newly synced product is answerable before customers ask.
• Try a provider or model change before it reaches customers.

note

Preview conversations are real conversations: they consume tokens on your provider account and they appear in History.