Chatbot conversations
The Chatbot conversations tab lets you review all interactions between your website visitors and the chatbot. More importantly, it's where you train the bot to give better answers—saving you countless hours of repetitive questions.
Impact: The Fanz chatbot has saved over 10,000 human hours across all organizers, generated 5,000+ extra purchases, and contributed $500K+ in net revenue. It's like having an employee working 24/7 with all your knowledge.
Who can access
| Role | Access |
|---|---|
| Owner | Full access, can train bot |
| Administrator | Full access, can train bot |
| Producer | Assigned events only, can train bot |
| Analyst | Assigned events only, read-only |
Performance metrics
At the top of the view, 6 cards show chatbot performance:
| Metric | Description |
|---|---|
| Chats | Total conversations opened |
| Resolved | Conversations where the bot answered successfully |
| Unresolved | Conversations where the bot couldn't answer |
| Time saved | Hours and minutes saved (see calculation below) |
| Purchases | Purchases influenced by bot conversations |
| Revenue | Net revenue from chatbot-influenced purchases |
How time saved is calculated
- We estimate how long it would take you to find the answer without help
- We subtract the time waiting for the response + time to read it
- If the chat doesn't respond, we don't count any savings
Finding conversations
Search
Search conversations by chat content—find specific questions or topics visitors asked about.
Filters
Click the Filters button to filter by:
- Conversation date (from-to)
Conversations table
| Column | Information |
|---|---|
| Event | Event page where chat occurred ("No event" if on homepage) |
| Started | When the conversation began |
| Last activity | Most recent message |
| Messages | Total message count |
| Status | Conversation outcome (see below) |
| Actions | View purchase, Mark as read/unread |
Conversation status
| Status | Meaning |
|---|---|
| Purchased | Visitor made a purchase after chatting |
| Contact captured | Visitor provided contact info — either upfront (Require contact to chat) or when the bot couldn't answer (Lead capture) |
| Unanswered questions | Bot couldn't resolve the visitor's questions |
| Resolved | Bot successfully answered all questions |
Reading conversations
- Unread conversations appear bold and are always shown first
- Click a row or "Mark as read" to mark it as read
- Use "Mark as unread" to revisit later
Conversation detail modal
Click any conversation to open the detail view.
Modal layout
Top bar:
- View purchase button (if status is Purchased)
- Event name or "General" (homepage)
- Navigation: Previous/Next arrows + unread count
- Mark as unread button
Chat interface (center):
- Visitor messages: Dark blue, right side
- Bot responses: Left side, with response time in ms
- Timestamp on each message
Conversation info sidebar (left):
- Captured contact details (if any)
- List of unanswered questions
Bot message indicators
- Normal response: Shows "Improve bot response" button below
- No answer (red): Bot couldn't find an answer, shows "Train bot for this response" button
Training the chatbot
This is the most powerful feature. When you train the bot, it learns to answer similar questions automatically.
When to train
- Click "Improve bot response" to refine an existing answer
- Click "Train bot for this response" when the bot had no answer
Training modal
The "Train Chatbot - Create Frequent Answer" modal opens with:
- Question: Pre-filled with visitor's question (editable)
- Answer: Pre-filled with bot's response (editable, or empty if no answer)
- Scope:
- Apply to entire site
- Apply only to this event (only if question was on event page)
- Publish in FAQ page: Checkbox to also add to public FAQs
Where FAQs are published:
- If "entire site" + publish FAQ → Goes to Website FAQs
- If "only this event" + publish FAQ → Goes to Event FAQs
Click "Create frequent answer" to save.
Managing your training FAQ library
As your chatbot is trained over time, the knowledge base grows. The Manage Training FAQs view gives you a central place to see, edit, and clean up all training data — something that wasn't possible before.
Accessing the manager
Click the "Manage Training FAQs" button in the top-right corner of the Chatbot conversations view. This opens a full drill-down view — your conversations are untouched. Click "Back to Conversations" (outlined button, top-left) to return.
URL persistence: The URL reflects whether you're in conversations or the training manager. Refreshing the page keeps you in the correct view.
The training FAQ table
Every FAQ the chatbot has been trained on is listed here — both event-specific and site-wide.
| Column | Description |
|---|---|
| Question | The question the bot knows how to answer |
| Answer | The response the bot provides |
| Scope | Event-specific (blue chip) or site-wide (purple chip) |
| Visible | Whether it's published on the public FAQ page — Yes (green) or No (grey) |
| Last Updated | When the FAQ was last edited |
| Actions | Edit and Delete buttons |
Filters
| Filter | Options |
|---|---|
| Search | Find by question or answer text |
| Scope | All scopes, Event-specific, Site-wide |
| Event | Filter by a specific event (available when Scope = Event-specific) |
Creating a new FAQ
Click "Add FAQ" to open the creation form:
| Field | Notes |
|---|---|
| Question | What the chatbot should recognize |
| Answer | What the chatbot should respond |
| Apply to | "This event only" or "Entire site" |
| Event | Select the event (shown when "This event only" is chosen) |
| Publish in FAQ page | Check to also show on the public FAQ page |
Editing an existing FAQ
Click Edit on any row to update the question, answer, scope, event, or visibility. Changes apply immediately to chatbot training.
Deleting an FAQ
Click Delete on any row. A confirmation dialog is shown before the FAQ is permanently removed from chatbot training.
Note: Deleting a training FAQ does not delete the conversation that originally created it.
Mobile layout
On small screens, FAQs display as cards (question, answer, chips, date, action buttons) instead of a full table — no horizontal scrolling required.
Efficient review workflow
When you have many unread conversations:
- Open the first unread conversation
- Use Previous/Next arrows to navigate through all
- Train the bot wherever needed
- The modal shows how many unread remain (top left)
- Each opened conversation automatically marks as read
Tip: You'll see a notification badge on the Customer service menu when unread conversations exist. Check regularly!
Why train the chatbot?
Save time
Every question you train is a question you'll never answer manually again. The bot handles it 24/7.
Increase sales
A well-trained bot:
- Answers purchase questions instantly
- Removes buying friction
- Captures leads when it can't answer
- Never sleeps, never takes breaks
Build knowledge
Your bot accumulates your entire team's knowledge. New staff? The bot already knows everything.
Delegate repetitive work
Stop answering "What time does the event start?" for the hundredth time. Train it once, forget about it forever.
Best practices
Review conversations weekly
Set a routine to check conversations. Even 10 minutes weekly makes a huge difference over time.
Train for no-answer situations first
These are your biggest opportunities. Every "no answer" is a lost potential sale.
Be specific in answers
Write answers as if you're talking to a customer. Include relevant details, links if needed.
Use event-specific training
For recurring events with unique details, use "apply only to this event" to avoid confusion.
If a visitor makes a purchase within a session where they interacted with the chatbot, we attribute it as chatbot-influenced.
The bot stores the question-answer pair. When future visitors ask similar questions, it uses this training to respond accurately.
Yes. The bot responds in the language the visitor uses. Train answers in the languages your audience speaks.
Contact info can be captured in two ways: if Require contact to chat is enabled, the visitor provides their email or phone before the chat starts. If Lead capture is enabled instead, the bot asks for contact info when it can't answer a question. Either way, these are potential customers you can follow up with. Both options are configured in Website → Chatbot.
Analysts have read-only access to protect the bot's training data. Only Owners, Administrators, and Producers can modify responses.
Weekly is ideal. Focus on "no answer" situations first—these are lost opportunities. Over time, unresolved conversations decrease significantly.
Depends on the scope you choose. "Entire site" applies everywhere. "Only this event" keeps training specific to that event.
Yes. Click "Manage Training FAQs" in the top-right of the Chatbot conversations view. You'll see every training FAQ — event-specific and site-wide — with full edit and delete controls.
Yes. Open the Training FAQ manager via "Manage Training FAQs" in the header. Find the FAQ in the table (use search or filters), then click Edit to modify it or Delete to remove it permanently from chatbot training.
Yes. In the Training FAQ manager, click "Add FAQ" to create a question-answer pair from scratch. Choose whether it applies to a specific event or the entire site, and optionally publish it on the public FAQ page.