Conversations
How many conversations your agent held, what buyers asked, and how live handoffs to your team went.
Insights → Conversations shows how many buyer conversations your agent held and how many turned into meetings. It also groups what buyers ask about, so you can see where your agent's knowledge falls short.
This article covers the cards on the tab. To read an individual conversation, use Conversations in the sidebar instead.
What do the KPI cards count?
| Card | What it counts |
|---|---|
| Conversations | Sessions with at least one message. |
| Qualified | Conversations with a visitor whose intent score reached 30 or more. |
| Meetings | Live calls started from a conversation, plus calendar bookings. |
| Avg. messages | Messages per conversation, averaged across the range. |
What do buyers ask?
ShowPilot's AI groups up to 150 of the most recent visitor messages in your range into five to eight topics, ranked by roughly how many messages fall under each. Topics appear once the range has at least 5 visitor messages.
A Gap tag means your agent probably didn't have good source material to answer that topic. Add content that covers it, then check whether the tag goes away.
How are chat and voice counted?
Chat vs. voice shows how many conversations were text chat and how many used voice. A conversation that used voice at any point counts as voice.
How did live handoffs go?
Relay is the live call your team takes over from the agent. The Relay block shows:
- Invites: live calls started.
- Accepted: calls that ended, as a share of calls started.
- Meetings held: calls that ended.
- Influenced: not measured yet, so it shows a dash.
Below the numbers is a table of the ten most recent calls with the Account, Rep, Duration and Outcome.
Troubleshooting
| Issue | What to check |
|---|---|
| What buyers ask shows no topics | Topics appear once the range has at least 5 visitor messages. |
| A topic has a Gap tag | Add content that covers it, then check whether the tag goes away. |
| The count is lower than the conversations you can read | Conversations from excluded addresses are left out of Insights but still listed under Conversations in the sidebar. |
Frequently asked questions
Why does Influenced show a dash?
It isn't measured yet.
Does a conversation that switched to voice count as chat?
No. A conversation that used voice at any point counts as voice.