Conversation List
Each conversation card displays:| Element | Description |
|---|---|
| Visitor Name/Email | Collected contact info, or “Anonymous” if not provided |
| Lead Score | AI-assessed quality (0-100) with color coding |
| Status | Open, Closed, or Archived |
| Summary | AI-generated brief description of the conversation |
| Message Count | Total messages exchanged |
| Agent Name | Which agent handled the conversation |
| Time | When the last message was sent |
Lead Score Colors
| Score | Color | Meaning |
|---|---|---|
| 80-100 | 🟢 Green | High-quality lead |
| 60-79 | 🟡 Yellow | Medium-quality lead |
| 0-59 | 🔴 Red | Low-quality or unqualified |
Filtering Conversations
Status Filter
Status Filter
Filter conversations by their current state:
| Status | Description |
|---|---|
| All | Show everything |
| Open | Active, ongoing conversations |
| Closed | Completed conversations |
| Archived | Old/archived conversations |
CRM Sync Filter
CRM Sync Filter
Filter by CRM synchronization status:
| Status | Description |
|---|---|
| All | Show all conversations |
| Synced | Successfully linked to CRM contact |
| Pending | Awaiting synchronization |
| Error | Sync failed—needs attention |
Search
Search
Search across:
- Visitor name
- Visitor email
- Agent name
- Conversation summary
Conversation Details
Click any conversation to view the full transcript in the detail panel.Message View
Messages appear in a threaded view:- Visitor messages — Shown with user avatar
- Agent responses — Shown with agent avatar
- Timestamps — When each message was sent
Conversation Insights
Click the Insights button to see AI-extracted intelligence from the conversation.Visitor Information
Contact details collected during the conversation:Basic Info
- Full Name
- Email Address
- Phone Number
Extended Info
- Company Name
- Job Title
- Address
- Website
AI Analysis
Intelligent analysis of what happened in the conversation:Lead Score
Lead Score
What it is: A 0-100 score representing lead quality.How it’s calculated: The AI considers multiple factors:
Score Reasoning: Each score includes an explanation, e.g.:
| Factor | High Score Indicators |
|---|---|
| Budget | Budget confirmed or discussed openly |
| Urgency | Near-term timeline expressed |
| Authority | Visitor is decision-maker |
| Fit | Services match visitor’s needs |
| Engagement | Detailed responses, active participation |
“Score of 85: Customer confirmed $10k budget, needs service within 2 weeks, is business owner (decision maker), and services align perfectly with their needs”
Intent Classification
Intent Classification
What the visitor was trying to accomplish:
| Intent | Description |
|---|---|
potential_new_business | New customer seeking services |
existing_customer_support | Current customer needing help |
employment_inquiry | Job seeker |
vendor_inquiry | Vendor/supplier reaching out |
partnership_inquiry | Business partnership interest |
spam | Spam or irrelevant contact |
Sentiment
Sentiment
The visitor’s emotional tone throughout the conversation:
- Positive
- Neutral
- Negative
Conversation Summary
Conversation Summary
AI-generated summaries:
- Short Summary: One-line description
- Detailed Summary: Full context and key points
CRM Integration
Sales Chat automatically syncs leads with your CRM. When visitors provide contact information:1
Check for Existing Contact
System searches for existing contacts by email or phone
2
Create or Update
- New visitor: Creates a new CRM contact
- Existing contact: Updates record with new information
3
Log Activity
Conversation transcript is logged as an activity on the contact record
Sync Status Indicators
| Badge | Meaning |
|---|---|
| Linked | Conversation is connected to a CRM contact |
| Not linked | No CRM contact associated |
| Match X% | Confidence level of automatic matching |
| CRM synced | Data successfully synced to CRM |
| CRM sync error | Sync failed—action needed |
Manual Contact Linking
If automatic matching didn’t work or you need to change the linked contact:1
Open Insights
Click the Insights button on the conversation
2
Search CRM Contacts
Use the search box to find contacts by name, email, or phone
3
Select Contact
Click a search result to select it
4
Link Contact
Click Link to associate the conversation with that contact
- Clear: Remove the current contact link
- Retry CRM Sync: Attempt sync again if it previously failed
Account Linking
You can also associate conversations with CRM Accounts (companies):- Search for an account by name, website, or industry
- Select the account
- The account will be linked when you link a contact
Account linking sets the contact’s
primary_account_id, associating them with a company in your CRM.Best Practices
Review Conversations Weekly
Review Conversations Weekly
Regular review helps you improve:
- Find unanswered questions → Add to FAQ
- Spot confusion points → Clarify your answers
- Identify high-intent visitors → Follow up personally
- Track lead quality → Adjust qualification settings
Follow Up on High-Score Leads
Follow Up on High-Score Leads
Leads with scores 80+ deserve immediate attention:
- Check the Insights for context
- Review the full conversation
- Reach out within 24 hours
- Reference specific things they mentioned
Fix CRM Sync Errors Promptly
Fix CRM Sync Errors Promptly
When you see sync errors:
- Use the CRM Sync filter to find all errors
- Check if contact info is valid
- Try Retry CRM Sync
- Manually link if automatic sync continues to fail
Troubleshooting
Leads Not Syncing to CRM
Leads Not Syncing to CRM
Check:
- CRM integration is connected in settings
- Contact information was actually collected in the conversation
- Look for “Error” status in CRM Sync filter
Wrong Contact Linked
Wrong Contact Linked
Fix:
- Open conversation Insights
- Click Clear to remove current link
- Search for correct contact
- Click Link to associate
Missing Lead Score
Missing Lead Score
Lead scores require enough conversation context. Scores may be missing if:
- Conversation was very short (1-2 messages)
- Visitor only asked generic questions
- No qualifying information was exchanged