Chat history and answer assessment
Reading visitor conversations, understanding storage duration per plan, and using visitor thumbs-up to improve bot answers.
Updated
Where can I see conversations between visitors and the chatbot?
Go to Select site → “Riwayat chat” (Chat history). The list contains chat sessions, 25 per page, with the most recent active sessions at the top. Each card shows the Last active time, a question snippet, and the number of messages. Click the card to read the full conversation.
What’s the difference between Visitor and Test sessions in Chat history?
Visitor sessions are conversations from people using the widget on your site. Test sessions are chats from the widget preview in the dashboard (Widget → Editor) and are marked with a Test badge.
In Chat history, there are All, Visitor, and Test filter tabs. Chats in the preview don’t deduct from your plan’s chat quota.
How long is chat history stored?
Free stores history for 7 days, Starter for 30 days, Pro for 90 days, and Studio indefinitely. This limit follows the site owner’s plan.
Sessions older than the limit are hidden from the list, and Chat history displays a message like “N sessions older than 7 days are hidden according to the Free plan”. Daily cleanup permanently deletes sessions and assessments that exceed the limit. You can view and change your plan in Account & plan.
What are Rated answers?
Rated answers are a list of bot responses that visitors gave a thumbs-up to. Access them via the Visitor rated answers button in Chat history.
Each card shows a thumbs up, time, Question, and bot Answer. Filter tabs are Irrelevant (open by default), Helpful, and All. Click View session to read the entire conversation. If the session has expired or been deleted, it will say "Sesi tidak tersedia" (Session unavailable).
How do you use answer ratings to improve your chatbot?
Starting from the Irrelevant tab in Rated Answers, read the question and bot answer, then determine the cause:
- The information isn’t on your site: complete it via Knowledge base → Completeness (Manual entry), or write it on a site page then Check and Apply.
- The information is there but the answer is incorrect: refine your Persona & answers, for example, tone of voice, Specific rules, or Additional context.
After fixing it, try the same question in the Widget preview.
How do you delete a chat session?
Open the session from "Riwayat chat" (Chat history), click Delete session, then confirm with Delete permanently. All messages in that session and its answer ratings will be lost and cannot be recovered.
This feature is useful if a visitor requests their conversation be deleted, as the content may contain names, phone numbers, or other personal data.