Reviewing AI Chatbot & Callbot Conversations
About This Course
Transcript
Why it matters
Your AI Chatbot and AI Callbot are having real conversations with real guests without you in the room. Without a way to actually review them, you have no idea whether the AI is answering correctly, where guests are getting stuck, or which questions keep tripping it up -- and every one of those gaps is a booking that might have gone to a competitor instead.
What you'll learn
- Where chatbot Conversation History and callbot Call History live, and why they're two separate logs.
- How to read a real conversation thread and its AI-generated summary.
- How to turn a question the AI couldn't answer into a Knowledge Base fix.
- What each outcome tag means (Booking, Follow up, Transferred, and more).
- How to filter, save views, and export conversations or calls to CSV.
- How to open a call's or chat's full detail, including the linked booking confirmation and revenue.
Prerequisites
- An AI Chatbot and/or AI Callbot already set up and taking real conversations.
Opening a chatbot's Conversation History
Go to Setup, Sell online, Chatbots, find the chatbot, and select History. That opens a thread list on the left and the full transcript on the right. A real thread might show a guest asking about booking a tour while the bot pulls live availability mid-conversation -- not just answering an FAQ. Every thread shows who it was, when, the full back-and-forth, and an AI summary so you can scan without reading line by line.
Turning a gap into a Knowledge Base fix
If the same question keeps stumping the bot, that's a gap in your Knowledge Base, not a bot problem -- add the missing content, save, and it re-syncs automatically. Look for conversations where a guest showed real booking interest and then dropped off; that's exactly where clearer content or pricing pays off.
The shared metrics grid and outcomes
Both History pages -- chat and call -- share the same filterable, sortable grid. Stat cards at the top show total calls or chats, bookings created, conversion rate, revenue generated, and average duration, so you know the assistant's impact before opening a single row. Every row carries an outcome: Booking, Follow up, or, for calls, Transferred, when the caller was handed off to a human or the call came in outside your hours. A small icon on a row instead of an outcome means that one's still processing -- its summary hasn't finished syncing yet.
Filtering, saved views, and CSV export
Use the filter panel to narrow by date, outcome, or flagged items, and save a filter combination you use often as a view, so it's there next time without rebuilding it. Open any row for the full transcript, any details the AI extracted, and, if it led to a booking, the confirmation code and revenue, linked to the real reservation. Need it in a spreadsheet? Export to CSV, right from the grid.
Fixing answers and tracking ROI
Both logs end at the same place: fix what the AI got wrong in the Knowledge Base, follow up on the leads it caught, and watch the calls-and-bookings numbers move because of it. Bookings and leads from both assistants are tagged separately too, so you can always see what AI Chat Bot and AI Call Bot are actually contributing.
Common mistakes
- Treating a wrong answer as a one-off instead of a Knowledge Base gap -- if it happened once, it will happen again until the content is fixed.
- Only checking the stat cards and never opening a transcript -- the numbers tell you something's off, the transcript tells you what and why.
FAQ
Where do I find my chatbot's conversation history?
Go to Setup, Sell online, Chatbots, and select History on the chatbot you want to review. That opens Conversation History -- a thread list on the left, full transcript on the right.
Is call history the same screen as chat history?
No -- they're two separate logs for two separate products. Chat conversations live in each chatbot's Conversation History; calls live in each callbot's Call History, reached the same way, from the callbot's History button.
What does the Outcome column mean?
Every row is tagged with what actually happened -- Booking, Follow up, or (for calls only) Transferred, when the caller was handed off to a human or the call came in outside business hours. A small icon instead of an outcome means the summary is still processing.
How do I fix a wrong answer the AI gave?
Add or clarify the missing content in your Knowledge Base and save -- it re-syncs automatically, so the next conversation on that topic gets it right.
Can I export conversations or calls to a spreadsheet?
Yes -- use Export from either grid to download the currently visible, filtered set as a CSV.