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Smart Agent Chats

Conversations, the first tab of Smart Agent, lists the conversations visitors have with the chat assistant on your website. Use it to follow up on leads and on visitors who asked to talk to a person. Until your smart agent is on your website, the page says No Chats Yet; owners and admins see Set up the Smart Agent there, which opens Settings → Smart Agent → Website Chat (see Smart Agent).

Open your chats

  1. Choose Smart Agent in the sidebar. It opens on Conversations. The number on Smart Agent in the sidebar, and on the Conversations tab, is how many conversations need attention; a dot on the icon means the same when the sidebar is narrow. You can also choose Conversations on the Your Work card on your Home page, which says how many need a reply (see Your Home Page), or type "conversations" in Ask Uncog.
  2. Use the toggle to switch between:
    • Needs Attention: unread conversations where the visitor gave their details, confirmed their email, or asked for a person.
    • Leads: conversations where the visitor gave a name, email or phone number.
    • Verified: conversations where the visitor confirmed their email address with a code.
    • All: every conversation.
  3. Choose a conversation to open it. Opening it marks it as read, so it leaves Needs Attention. The conversation page's trail at the top reads Conversations, then the conversation's title; choose Conversations to go back to the list. The link in a notification email opens the conversation the same way.

Read a conversation

Under the title is who the visitor is, which smart agent they used and when the conversation started. The conversation page shows:

  • the transcript, with the questions, forms and buttons the assistant offered and what the visitor answered
  • a card for each process the visitor started in the chat, where they started it: Started and the process's name, its status, what they answered, and Open Case to go to the case (see Running Cases)
  • the Visitor card: the contact the conversation belongs to (or Create Contact and Link to Existing Contact), whether they confirmed their email address, anything else they told the assistant about themselves, the pages of your website they were on (starting with the page they opened the chat from), and the assistant's summary
  • the Cases card, under the Visitor card, when the visitor started a process in the chat: each case's name (choose it to open the case), its status and when it started, so you can see a conversation led to a case without reading the whole transcript
  • Opened from, under the title, when the visitor opened the smart agent from one of your own buttons: the label of that trigger (see Smart Agent)
  • Unfinished, when the visitor began a process in the chat and answered some of its questions but hasn't confirmed their email and sent it: the process, when they last changed it, and their answers so far. Nothing has started and nobody has been emailed. The answers are what the visitor typed, not checked; a name, email or phone number in them makes the conversation a lead. You can turn it into a contact like any lead. Unsent answers are deleted 30 days after the visitor last changed them.

Until a visitor confirms their email address, their name, email and phone are only what they typed. Nothing they type changes your contacts on its own.

Turn a lead into a contact

When a visitor confirms their email address, Uncog AI adds or updates their contact the same way it does for people who email you, following your AI Settings. For a visitor who didn't confirm their email, you decide:

  • Create Contact opens a form filled in from what the visitor typed. Check and edit it, then choose Create Contact. If the email address already belongs to a contact, you are offered Link to that contact instead.
  • Link to Existing Contact adds the conversation to a contact you choose. Linking never changes the contact's details.

If the visitor typed an email address that belongs to one of your contacts, the page shows a Possible Match. The visitor hasn't proved it is theirs, so read the conversation before you link it. Visitors never see possible matches.

Either way, the conversation appears in the contact's Activity, with Open Conversation to come back to it.

Reply to a visitor

Choose Reply by Email to write to the visitor from your own email. It appears once the visitor has confirmed their email address or the conversation belongs to a contact with an email address. You can't reply inside the chat on your website.

Mark a conversation handled

When you have dealt with a conversation, choose Mark Handled and confirm. This closes the conversation and takes it out of Needs Attention. If the visitor writes again, it starts a new conversation.

Mark Handled is in an open conversation's Actions menu in the list, and at the top of the conversation page. A closed conversation has no actions.

Good to know

  • Owners, Admins and Members can open Conversations. The Uncog AI onboarding team can't: they have no Smart Agent item in the sidebar, and set the smart agent up under Settings → Smart Agent → Website Chat.
  • A conversation that isn't linked to a contact is deleted 30 days after its last message. Linked conversations stay as long as the contact does.
  • A chat a visitor opened but never wrote in, and never started anything from, isn't listed.
  • You are emailed about new leads and requests for a person if you are one of the chat assistant's notification recipients.