Conversations
The Inbox gives you a complete view of every conversation your chatbots are having with your website visitors. Monitor interactions, review message history, and understand how visitors are engaging with your chatbot.Triaging With Tags
The Inbox uses tags to help you focus on what matters. Chatref auto-tags every conversation as your bot answers customers — Pricing question, Refund request, Bug report, whatever categories you’ve set up — and a Filter button at the top of the Inbox lets you slice the list by any combination of tags. You write each tag once with a plain-English description, and Chatref keeps applying it forever to every new conversation that matches.Viewing Conversations
Open the Inbox
Click the Inbox tab on your agent’s dashboard to see all conversations for that agent.
Browse conversations
You’ll see a list of conversations, each showing a preview of the latest messages.
Searching Conversations
A search button sits at the top of the conversation list. Click it to open a search box and start typing.- Search matches against every message in the conversation, not just the latest one
- Multiple words are treated as all-must-match – every word has to appear somewhere in the conversation’s messages
- Matching terms are highlighted in yellow in the list previews so you can spot the hit at a glance
- Search runs within the currently selected tab. To search across the whole Inbox, switch to the All tab first
Read and Unread State
Each admin in your workspace has their own read state per conversation:- A conversation appears bold in the list until you have opened it
- Opening a conversation marks it read for your account only – your teammates’ bold indicators are unaffected
- When a new message arrives after you have read a conversation, it goes bold again
What You Can See
Message History
View the complete back-and-forth between your chatbot and the visitor. Each message shows:- Who sent it (visitor or chatbot)
- The message content
- When it was sent
Session Details
Each conversation includes metadata about the visitor’s session:| Detail | Description |
|---|---|
| Location | The visitor’s general location (city, country) |
| Device | Whether they’re on desktop, mobile, or tablet |
| Browser | Which web browser they’re using |
Conversation Summary
Chatref provides a summary of each conversation, making it easy to quickly understand what was discussed without reading every message.Real-Time Updates
Conversations update in real time. When a visitor sends a new message, it appears in your Inbox immediately — no need to refresh the page. This is especially useful if you’re monitoring active conversations or using human handoff.Message Feedback
Visitors can rate chatbot responses as helpful or unhelpful. You can see this feedback in the conversation view, which helps you identify areas where your chatbot could improve.Using Conversations to Improve Your Chatbot
Regularly reviewing conversations can help you:- Identify knowledge gaps — If visitors ask questions your chatbot can’t answer, add that information to your knowledge base
- Spot common questions — Add frequently asked topics as suggested messages
- Refine the system prompt — If the tone or style isn’t right, adjust the system prompt
- Find errors — Catch any inaccurate or unhelpful responses and fix the underlying training data