Reviewing Chatbot Conversations
Regularly reviewing your chatbot's conversations ensures it's asking the right questions, capturing accurate data, and creating deals with useful information for your team.
Where to Find Conversations
From the pipeline: Click any deal card, then open the Conversation tab. You'll see the full transcript with timestamps -- every message the chatbot sent and every response from the customer.
From the inbox: Go to Inbox in the main navigation. All WhatsApp conversations are listed here, including active ones, completed ones, and conversations where the customer stopped responding mid-flow.
What to Review
Spend 15 minutes once a week reviewing the last 10-15 conversations. Look for:
1. Question clarity. Are customers answering the questions correctly, or are they confused? If multiple customers give irrelevant answers to the same question, the wording needs to be simpler.
2. Drop-off point. Where do customers stop responding? If most drop-offs happen at the budget question, consider making it optional or rephrasing it (e.g., "Do you have a ballpark budget in mind?" instead of "What is your budget?").
3. Data accuracy. Do the captured fields match what the customer actually said? Check that job type, urgency, and address are correctly extracted from the conversation.
4. Tone and flow. Does the conversation feel natural or robotic? The chatbot should feel like a helpful assistant, not a government form.
Improving Chatbot Performance
Based on your review:
| Finding | Action |
|---|---|
| Customers confused by a question | Rewrite the question in simpler language. See Customizing Questions. |
| High drop-off at a specific question | Move that question later in the sequence, make it optional, or remove it |
| Customers providing extra info the chatbot ignores | Consider adding a question that captures that info explicitly |
| Chatbot misinterpreting responses | Contact support -- we can tune the interpretation model for your use case |
| Customers asking questions the chatbot can't answer | Note the common questions and address them in your team's follow-up script |
Incomplete Conversations
Not every conversation results in a deal. Common reasons:
- Customer stopped responding -- they got distracted, are comparing contractors, or lost interest
- Customer asked a question the chatbot redirected -- they wanted a price quote before answering qualifying questions
- Wrong number / spam -- occasional non-customer messages
Incomplete conversations are visible in the Inbox but don't create pipeline deals. If you notice a pattern of incompletions, review your chatbot's opening message -- it may need to be more engaging or direct.
Related
- How the AI Chatbot Works -- Architecture and capabilities
- Customizing Qualifying Questions -- Editing questions
- Connecting Your WhatsApp Number -- Setup
Need help? Email [email protected] or ask in r/CustomerFlows.