View & Analyze Conversations
At the heart of your skilly insights, you'll find Conversations. These are all of the logged interactions between your skillies and your users. Think of it like an archive of every frontline conversation one of your teammates has ever had... documented so that everything is searchable, sortable, filterable, and translatable.
Where the Conversations section really shines is in your opportunity to Analyze them: in reviewing the conversations and providing feedback where skilly's responses were strong vs weak, your skilly learns how to give better-aligned answers in the future.
To start, navigate to AI Agent > Conversations. You'll then be presented with the View state of all your conversations with that particular skilly (remember you can have multiple skillies and multiple URLs for each of them, so you can filter your conversation view by those different engagement opportunities if you like.)
View Conversations
On the left side, you'll see where you can select which skilly's conversations to view (it defaults to all URLs), as well as the ability to search, filter and sort. The chat history section contains a small summary of each conversation, and clicking into any of them will populate the conversation in its entirety on the right side. Reviewing the flow of a conversation is useful not only to see how skilly handled a particular topic or theme, but also to learn valuable context from anyone who submitted a Contact Form before chatting with skilly.
Analyze Conversations
Once you find a particular conversation you'd like to give skilly some constructive critique on, toggle the View/Analyze button at the top of the screen to move into Analyze mode.
Your primary tools here are the green, yellow, and red buttons on the left. These are your highlighters representing Positive, Needs Improvement, and Wrong information respectively. Using the highlighter, you can provide incredibly granular feedback to skilly... be it an entire answer, a paragraph, or a fragment of a sentence that caught your eye.
Based on all the feedback provided, skilly routinely revisits its understanding of the material in your knowledge base, and will generate better-aligned responses in the future. Beyond that, your feedback trains skilly at a macro level: the more it course-corrects based on your comments, the better it understands how to be a uniquely useful employee to your organization and customers.
Your own users can also provide feedback during their skilly experience, and you'll see those comments populate alongside your own team's comments here as well.
Downloading Contact Info
If you've set up your skilly with a preliminary contact form to generate leads and subscribers, then the Conversations section is where you'll find all submitted Contact Info. Under the View options in the left side, you'll see the Sort drop-down, and right beneath that is a box with an arrow signifying the download option. This will save as a .csv file, containing any contact information submitted directly and intentionally by your users for follow-up.
