Handle what it brings you
What Chat review shows you
Chat review is every conversation your bot has had, with filters that pull out the ones worth reading.
Before you start
- Your bot is live and has answered at least one visitor How to check
About 5 minutes. You’ll do three things:
- open Chat review
- narrow the list with a filter
- open one chat and read it
Chat review is the list of every conversation your bot has had. Newest first, twenty to a page. Read it and you find out what people actually ask your business. You also see the questions your bot had no answer for.
Open Chat review
In the left sidebar, click Bots.
Click your bot's row in the list.
In the bot sidebar, under Bot setup, click Chat review.
The page opens on the newest twenty conversations.
A row is deliberately thin. You get the visitor's session number, how many messages went back and forth, the time of the last one, and a badge or two. Names and message text stay inside the conversation until you open it.
| What you see | What it means |
|---|---|
| A long code in the first column | The visitor's session number. Nobody types it in — it is how one browser's chat is kept apart from another's. |
| 12 messages · last 14 Aug 2026, 10:32 | The size of the conversation and when it last moved. |
| 👎 dissatisfied | Someone gave one of the bot's replies a thumbs-down in this conversation. |
| Lead | A visitor left their contact details in this conversation. |
| A dash | Neither of the above. Most chats look like this. |
The filters, and what each one really does
The bar above the table is six controls. They stack: a date range and a chip together give you the chats that match both.
| Control | What it keeps |
|---|---|
| Search conversations… and the Search button | Conversations with your words somewhere in the messages. Newest first, not best match. |
| Date range | Any time, Last 24 hours, Last 7 days, Last 30 days or Last 90 days, counted from the conversation's last message. |
| Feedback → Dissatisfied | Conversations holding at least one reply a visitor gave a thumbs-down. |
| Unanswered | Conversations where the bot fell back at least once — it had nothing to answer with and said so. |
| Needs FAQ | Conversations containing a question that matches one of the 50 most-repeated unanswered questions from the last 7 days. |
| Leads | Any, With a lead, or Without a lead. |
| A blue Source: pill | Only appears when you arrive from a knowledge source. It keeps the chats that read that source. Click the pill to clear it — hovering it says Clear source filter. |
Open a conversation and read it
Click any row.
A panel slides in from the right, headed Conversation.
Read the transcript from the top.
Each turn is labelled user or assistant, with its time. A 👍 or 👎 sits beside any reply a visitor rated.
Use the arrow buttons to move to the conversation above or below.
They walk the page you are on, not the whole list.
Click Copy link to put a direct link to this conversation on your clipboard.
The button reads Link copied for a moment. The link only opens for people signed in to your workspace.
Click Show end-user metadata if you need the technical details the widget sent.
It stays hidden until you ask, and the block warns you why: End-user metadata (may contain PII).
Under an assistant reply you may see a collapsed "Retrieved chunks" panel. Open it and you get the exact wording from your own pages that the bot read before writing that reply. It is the quickest way to tell whether it answered from the right page, the wrong page, or nothing at all. On a thumbs-down reply the panel is already open.
Nothing gets marked as read
There is no tick, no read or unread, no resolved. Opening a conversation changes nothing about it, and nobody else sees that you were there. Skip a week and nothing piles up waiting for you.
Use the date range as your place-keeper instead. Set Last 7 days, work through what is there, and come back next week.
Turning a stuck chat into a better answer
Reading is only half of it. The two chips exist to hand you work:
- Unanswered tells you a specific visitor got nothing. Read the question and decide whether your website already covers it.
- Needs FAQ tells you the same question keeps coming back — see Knowledge gaps for how a gap is counted and when it is worth acting on.
- Writing the answer once, as an FAQ, fixes it for everyone who asks next — see FAQs and custom answers.
- A row badged Lead has contact details waiting on the Leads page.
If it didn’t work
The list is empty and I know we have had chats
- Check
- Read the grey line where the rows should be. No conversations match these filters. means a filter is doing it. No conversations yet. They appear here once the widget receives messages. means the bot genuinely has none.
- Fix
- Set Date range back to Any time, set Feedback to Any feedback, set Leads to Any, and click any lit chip to turn it off. If a blue Source: pill is showing, click it to clear it.
- Resolved when
- Rows come back, and the line under the table counts them.
Unanswered shows nothing, but the bot clearly let someone down
- Check
- Unanswered counts one thing only: replies where the bot fell back because it had nothing to go on. A confident answer that happens to be wrong is not a fallback, so this chip will never show it to you.
- Fix
- Set Feedback to Dissatisfied to find the replies visitors marked with a thumbs-down. If nobody rated it, type a phrase from the question into Search conversations… and click Search.
- Resolved when
- The conversation you were looking for is in the list.
I cannot find a chat by searching for a phrase I remember
- Check
- Search skips any message flagged as holding personal details, and it matches on words rather than on part of a word. It also has no notion of a close match — a near miss returns nothing.
- Fix
- Try one plain word from the question rather than a whole sentence. If that still misses, set Date range to the week it happened and read down the list instead.
- Resolved when
- The conversation appears, either from the search or from the dated list.
Couldn't load conversations
- Check
- That message replaces the table when the list fails to load. It is about the connection, not about your data.
- Fix
- Click Retry. If it fails twice, reload the page. If it still fails, email hello@adoomi.ai with your bot's name and the time you saw it.
- Resolved when
- The table renders again.
I want all my chats in a spreadsheet
- Check
- Look at the Export button in the top right. It is greyed out, and that is the current state of the product, not a fault on your account.
- Fix
- Email hello@adoomi.ai with your workspace name and the date range you need, and we will produce the file for you. For contact details specifically, the Leads page has its own Export CSV button that works today.
- Resolved when
- You have the file, or the leads CSV covers what you were after.
What this can’t do
- You cannot export conversations yourself — the Export button is disabled. Email hello@adoomi.ai for a one-off copy.
- There is no read, unread, resolved or assigned state. Nothing you do in Chat review changes a conversation.
- Unanswered and Needs FAQ cannot both be on at once — turning one on turns the other off.
- The search box cannot see messages flagged as holding personal details, so a chat may exist that a search for its wording will not return.
- You cannot reply to a visitor from Chat review. It is a record of what happened, not a live inbox.
- The arrow buttons in the conversation panel move within the page you are on. To reach older chats, close the panel and click Next.