With the Conversations report, you can view the history of all exchanges that have taken place on your site.
To access it from the iAdvize administration, go to the Reports > Conversations tab.
In this report, you will find all exchanges conducted with your visitors, whether they are conversations with your Assistant, workflows, or your agents.
Metrics
| Closed conversations | Number of conversations closed during the period, taking filters into account The percentage (X%) represents the proportion of filtered conversations relative to all conversations closed during the period. |
| Date | Closing date of the conversation |
| Duration | Total duration of the conversation. |
| Conversation ID | Conversation identifier. You can click on it to quickly copy/paste and share it with support for example. |
| Agent | Name of the respondent who closed the conversation (Assistant, workflow, or agent). If another respondent was involved in the conversation, a "+1" will be displayed. (+X depending on the number of additional respondents involved) |
| CSAT (Customer Satisfaction) | Score indicating customer satisfaction regarding the conversation.
If a comment has been added, it will be visible when hovering over the message icon. |
| NPS (Net Promoter Score) | Score indicating the likelihood that the customer would recommend your company. |
| Revenue | Amount of the sale attributed to the conversation. |
Filters
Filters allow you to refine your analysis based on a specific period or a particular project. You can add additional filters to further narrow down your results.
Resolution status
This applies only to your conversations handled by your AI Shopping Assistant (fully or partially automated). Conversations handled exclusively by your human agents are not taken into account.
It allows you to analyse the quality of the responses provided by your Assistant and assess the extent to which it was able to address the visitor's request.
The level is determined automatically by artificial intelligence after the closure of each conversation, based on the entirety of the exchanges between your Assistant and the visitor.
Here are the three possible resolution statuses:
| Status | Definition |
|---|---|
| Resolved | The Assistant provided a relevant response to the visitor's request throughout the conversation. |
| Missing information or transfer | The Assistant was unable to resolve the visitor's request throughout the conversation: missing information, no matching product, explicit frustration, no response or human intervention was required (transfer to an agent). |
| Unclassified | Conversations that do not match any status. |
Automation level
| Value | Definition |
|---|---|
| Fully automated | The conversation was handled entirely by an AI Assistant (or a workflow), with no human intervention. |
| Partially automated | The conversation was handled both by the Assistant (or a workflow) and by a human agent. |
| Not automated | The conversation was handled exclusively by a human agent. |
Assisted sale
This applies only to conversations handled by your AI Shopping Assistant.
| Value | Definition |
|---|---|
| True | The conversation with your Assistant generated at least one sale. |
| False | The conversation with your Assistant did not generate any sale. |
Pre-sale / Post-sale
The classification is assigned automatically by artificial intelligence after analysing the entire conversation, based on the category detected in the exchanges.
| Value | Definition |
|---|---|
| Pre-sale | Value assigned by default to any conversation that does not explicitly relate to after-sales. The visitor has not yet placed an order. They are looking to gather information or make a purchase decision.
The following conversations are classified as pre-sale:
A visitor who mentions an "order", a "delivery", or a "warranty" in a general sense remains classified as pre-sale, as long as they are not referring to a purchase already made. For example, "can I return it if it doesn't suit me?" is a pre-sale question: it is not a return request for an item already received. |
| Post-sale | The visitor is referring to an order or a purchase already made, or explicitly expresses the wish to contact after-sales service to report a problem. The following conversations are classified as post-sale:
|
Conversation details
By clicking on "Read" or on the conversation banner, you can view the exchanges between your visitor and the respondent.
Messages in grey are from your visitor, in black from the respondent.
You can view elements not visible to the visitor such as: the engagement strategy triggered, the visitor's page change during the conversation with the URL, transfers made, etc.
To view the details of a conversation, click on the icon.
You will have access to the following elements:
- Conversation ID
- Transactions
- CSAT and open comment
- NPS
- Context: closing date, duration, channel, agent(s) who participated in the conversation, discussion types, notes left by agents
- Visitor information: retrieved from your custom data
- Visitor blocking: if you no longer wish to offer iAdvize to a visitor (repeated contacts, abusive language, etc.), you can block them.
If the visitor changes computer, browser, or deletes their cookies, we will no longer be able to identify them and apply a block. If they manage to start a new conversation, you will need to block the visitor again from that conversation.
Analysing messages
Conversation starters
If the visitor's first message is preceded by a star icon, it is a starter from your Conversation Starters widget.
Response analysis
The "Analyse" button appears below your Shopping Assistant's responses. It allows you to understand how your Assistant generated its response: the interpretation, the knowledge used, and any custom behaviour triggered, etc.
The Shopping Assistant generates its responses in real time, drawing on:
- the most recent artificial intelligence models and a general knowledge base
- the conversation context
- the page context (if it is a product or category page)
- the data available in your knowledge bases (product catalogue and useful content)
This operating mode gives it genuine flexibility: it can rephrase its responses, adapt its language, or suggest new formulations, as long as they remain faithful to the information at its disposal.
Is the interpretation incomplete or incorrect?
You can share your feedback by clicking on Report below the interpretation, then write a comment giving us as much detail as possible.
Your feedback will be sent to our Product team and will contribute to the continuous improvement of our AI Shopping Assistant.
Custom behaviours
If your Shopping Assistant triggered a custom behaviour that you created (and not the default ones), its name will be displayed in the response analysis panel.
You can click on "Edit" to go directly to the Assistant editor in a new tab to view and adjust the behaviour if needed.
Exporting conversations
To export conversations, click on the icon:
You will then be prompted to enter your email address and confirm. An email allowing you to download a .CSV file will be sent to you.
By enabling the "include messages" option, you will then receive a second file containing the conversation content.