Managing and Reviewing Chatbot Conversations
View, analyze, and manage all AI chatbot conversations from the admin dashboard. Track conversation trends, review customer interactions, star important conversations, and configure storage settings.
Accessing Chatbot Conversations
Go to Support Genix > Chatbot Conversations in the WordPress admin dashboard.
Conversations Overview
The main view shows a table of all chatbot conversations with the following columns:
| Column | Description |
|---|---|
| Star | Click to star/unstar a conversation (Pro) |
| First Question | The customer’s initial message. Voice conversations show a microphone icon with duration. |
| Messages | Total number of messages in the conversation |
| User Type | Whether the user was logged in or a guest. Hover to see name/email for logged-in users. |
| Helpful | Customer feedback — green (helpful), red (unhelpful), or no feedback (Pro) |
| Started | Timestamp when the conversation began |
| Actions | View details and Delete buttons |
Statistics Dashboard
At the top of the page, four statistics cards summarize your chatbot activity:
| Metric | Description |
|---|---|
| Total Sessions | Cumulative number of chatbot conversations |
| Today | Number of conversations started today |
| This Week | Number of conversations this week |
| Helpful Rate | Percentage of conversations marked as helpful by customers (Pro) |
Charts (Pro)
Two visual charts provide deeper insights:
- Conversations Over Time — A line chart showing daily conversation volume trends.
- Peak Hours — A bar chart showing the distribution of conversations by hour of day. Helps you understand when customers most need help.
Filtering Conversations
Use the filter controls above the table:
Date Range
- Select a custom Start Date and End Date.
- Preset options: Last 7 days, Last 30 days, Last 90 days.
- Default: Last 30 days.
User Type Filter
- All Users — Show all conversations.
- Logged In — Only conversations from registered users.
- Guests — Only conversations from anonymous visitors.
Feedback Filter (Pro)
- All Feedback — No filtering.
- Helpful — Only conversations marked as helpful.
- Unhelpful — Only conversations marked as unhelpful.
- No Feedback — Conversations with no feedback given.
Starred Filter (Pro)
- All — No filtering.
- Starred — Only starred conversations.
- Unstarred — Only non-starred conversations.
Click Clear to reset all filters.
Viewing a Conversation
Click the View button on any conversation to open the full detail modal.
Text Conversations
The modal displays:
- User info — Name, email (for logged-in users), or guest identifier.
- Session start time.
- Full message exchange in chat format:
- Related Documentation — Knowledge base articles the bot referenced in its responses.
- Feedback — Whether the customer marked the conversation as helpful or unhelpful.
Voice Conversations
For voice-based conversations:
- A large audio/microphone icon is displayed.
- Duration shown in MM:SS format.
- User info and start time displayed.
Starring Conversations (Pro)
Star important conversations to protect them and find them easily later.
How to Star
- Click the star icon at the beginning of any conversation row.
- Filled gold star = starred. Outline star = unstarred.
- Click again to unstar.
Bulk Starring
- Select multiple conversations using checkboxes.
- Choose Star or Unstar from the bulk actions dropdown.
- Click Apply.
Why Star?
- Prevent auto-deletion — Starred conversations are protected from automatic cleanup (see Storage Settings below).
- Bookmark important interactions — Useful for training, quality review, or reference.
- Quick access — Filter to show only starred conversations.
Deleting Conversations
Single Delete
Click the Delete button next to any conversation.
Bulk Delete
- Select multiple conversations using checkboxes.
- Choose Delete from the bulk actions dropdown.
- Click Apply.
Warning: When deleting starred conversations, you’ll see an additional warning prompt. Deletion is permanent.
Storage Settings
Click the Settings button (gear icon) on the Conversations page to configure storage.
| Setting | Options | Description |
|---|---|---|
| Keep Conversations For | 7 days, 30 days, 90 days, Forever | How long conversations are retained before auto-cleanup |
| Max Messages Per User | Number (0 = unlimited) | Limit stored messages per user |
| Custom Cleanup Schedule | On/Off | Enable custom cleanup interval |
| Delete Older Than | 1–365 days | Custom number of days for cleanup |
Auto-Cleanup
- Cleanup runs automatically twice daily via WordPress cron.
- Only non-starred conversations are deleted during auto-cleanup.
- Starred conversations persist until manually deleted.
- Set to “Forever” to disable auto-cleanup entirely.
Important Notes
- Guest tracking: Guest conversations are tracked using a hashed browser identifier, so conversations from the same guest browser are grouped together.
- Conversation grouping: Messages are grouped by session. A single session represents one complete conversation flow.
- Feedback collection: Customers can optionally mark conversations as helpful or unhelpful. This data feeds into the Helpful Rate metric.
- Privacy: Consider your data retention policies. Auto-cleanup helps comply with data minimization practices.
Related Docs
Last updated on March 5, 2026
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