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.

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.