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

Read visitor conversations

Conversations: find a visitor's chat, read the transcript and their profile, filter to leads, meetings or requests for a person, and export or copy a follow-up list.

Every chat on your website lands here: the visitor's questions, your agent's answers, and what came of it.

The Conversations screen with filter tabs above the list, an open transcript and the visitor profile. The Leads and Wants a person tabs are marked.

  1. Pick a filter

    Use the tabs above the list. Each shows how many conversations it holds.

    • Leads: visitors who left their name or email.
    • Meetings booked: conversations that ended in a meeting.
    • Wants a person: visitors who asked to talk to someone.
    • Flagged: conversations where Darwin found a problem or a question it couldn't answer.
    The filter tabs: All 737, Leads 212, Meetings booked 234, Wants a person 79 and Flagged 79.

  2. Search for a person or page

    Type in Search people, emails, pages… to find a conversation by name, email, page or the visitor's first question.

    The search box above the list, highlighted, next to the Export button.

  3. Read the transcript

    Select a conversation. The top shows who it was, the page they chatted on and, if they left details, Contact captured with their email.

    A transcript: Rowan Patel on /sales-demo/evolve/services, Contact captured with their email, then the visitor's questions and the agent's answers.

  4. Check the visitor's profile

    On the right, Visitor profile shows their device, location, where they came from and the pages they visited. AI assessment is Darwin's read of what they wanted, their buying stage and how qualified they are. It's a guide, so read the transcript before acting on it.

    The Visitor profile and AI assessment panel: device, location, source, pages visited, what they wanted, buying stage, qualification and meeting intent.

  5. Follow up with leads who didn't book

    Open the Leads tab 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. Export downloads the conversations you're looking at as a CSV.

    The Leads tab with the Copy follow-up list button highlighted next to Export.

Good to know

  • Reading a conversation doesn't change it. A flagged conversation stays flagged until the problem is fixed, for example by improving an answer.
  • Opening a conversation doesn't join the visitor's chat, and Darwin doesn't email leads for you.
  • A conversation that started from one of your personal links shows From personal link with the link's name, and This person on the right lists their details, link visits and other conversations.
  • To see only one link's conversations, open the link in Conversion Studio and select See conversations. A Link: chip with the link's name shows above the list; select its × to see every conversation 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

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