New: chat buttons, personal links and quote requests are live

Read your chats

Chats: find a visitor’s conversation, read the transcript and the visitor’s details, switch to leads, meetings booked or people who want a person, and copy a follow-up list.

Every chat on your website lands in Chats: the visitor’s questions, your agent’s answers, and what came of it. The list is on the left, the conversation in the middle and the visitor’s details on the right.

The Chats screen in the Evolve & Co. demo: the list of chats grouped by day with Lead and Booked tags, an open conversation in the middle, and the visitor’s details on the right.

  1. Pick a view

    Use the menu at the top of the list. All chats shows everything; the other views show only the chats that need something:

    • Wants a person: visitors who asked to talk to someone.
    • Needs review: chats where Darwin found a problem or a question it couldn’t answer.
    • Leads: visitors who left their name or email.
    • Meetings booked: chats that ended in a meeting.
    The view menu open over the list: All chats, Wants a person, Needs review, Leads and Meetings booked.

  2. Search for a person or page

    Select the magnifier next to the view and type a name, email, page or the visitor’s first question. The line under the search says how many chats match.

    The search open above the list with pricing typed in, reading 66 matches in 200 recent conversations, and the matching chats below.

  3. Open a chat

    Each row shows who it was, their email or country, their first question and a tag for what came of it, such as Lead, Booked, Wants a person or the name of a form they sent. A blue dot marks a chat you haven’t opened yet; Mark all read clears them. Select a row to open it. The up and down arrow keys move through the list.

  4. Read the conversation

    The conversation starts with the page the visitor chatted on and where they came from. Lines between the messages show what happened and when: became a lead, Asked for a person with their reason, Sent a request with the form’s name, or Booked a meeting.

    A conversation: Opened the chat on /sales-demo/evolve/pricing from chatgpt.com, the visitor’s questions and the agent’s answers, then Left an email, became a lead, Asked for a person, and Sent a request, Request a callback.

  5. Check the visitor’s details

    On the right, the top shows the visitor’s name, email and when they chatted, with Email to write to them from your email app and Copy to copy the conversation as text. Under it are their location, device, where they came from, and whether it was their first visit.

    At a glance is Darwin’s read of the chat: what they wanted, their buying stage, Fit and Intent out of 10, and whether your agent Understood them. It also says what went wrong when something did. It’s a guide, so read the conversation before acting on it.

    A form they sent appears with its answers and contact details. If it wasn’t a real request, select Not a real request.

    The visitor’s details for Casey Reed: Email and Copy, United States, Mobile, chatgpt.com and First visit, At a glance with Fit 6.5, Intent 6.0 and Understood Yes, Contact, and the Request a callback form with its answers and Not a real request.

    Further down, This person gathers what Darwin knows about them across visits, Source shows where they came from and any opening test they saw, and Journey lists the pages they visited.

    This person, Source with Came from, Referrer, First seen, Last seen, Opening test, Variant and Opener, and Journey with the page where the chat started.

  6. Follow up with leads who didn’t book

    Switch the view to Leads and select Copy follow-up list. It copies the leads in the list who haven’t booked, ready to paste into your CRM or email tool.

    The Leads view with the Copy follow-up list button highlighted next to the view menu.

Good to know

  • New chats appear in the list on their own every few seconds.
  • Reading a chat doesn’t change it. A chat in Needs review stays there until the problem is fixed, for example by improving an answer.
  • Opening a chat doesn’t join the visitor’s conversation, and Darwin doesn’t email leads for you.
  • A chat that started from one of your personal links shows Came from a personal link with the link’s name. To see only one link’s chats, open the link and select See conversations. A Link: chip shows above the list; select its × to see every chat again.
  • Before reaching out, check your calendar: a visitor may have booked even if Darwin didn’t record it. See A booking is missing.

Help topics

    ↑↓ to move to openesc to close