Chatbot conversations
The Chatbot section lets you review all interactions between your visitors and the chatbot across every channel — Web, WhatsApp, Instagram, and Email — in a single unified view. 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, the metric cards show chatbot performance:
| Metric | Description |
|---|---|
| Conversations | Total conversations, with resolved and pending breakdown |
| Revenue generated | Net revenue from chatbot-influenced purchases, with purchase count |
| Time saved | Hours and minutes saved (see calculation below) |
| AI Processing | AI processing cost (courtesy of Fanz — no charge to you) |
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
The omnichannel inbox
All customer conversations — regardless of where they originated — appear together in one unified view. You no longer need to switch between platforms to stay on top of your audience.
Supported channels
| Channel | Description |
|---|---|
| Website | Conversations started via the chatbot on your website or event page |
| Messages received through your connected WhatsApp number | |
| Direct messages from your Instagram account | |
| Conversations initiated via email |
Filtering by channel
Use the Channels filter to narrow the inbox to a specific channel. This is especially useful when you want to focus on WhatsApp follow-ups or review only web conversations for a particular event.
Searching conversations
Use the search bar to find conversations by text content — search for specific questions, keywords, or topics a visitor mentioned. The search runs across the full message thread, not just the first message.
Additional filters
Click the Filters button to also filter by:
- Date range (from–to)
- Status
Conversations table
| Column | Information |
|---|---|
| Channels | Channel icon (Website, WhatsApp, Instagram, Email) |
| Conversation | Conversation title (event name or "General site chat" if on homepage) |
| Last activity | Most recent message |
| 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 |
| Awaiting approval | Approval mode is on and there's a bot reply pending human review |
| 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 full message thread.
Modal layout
Top bar:
- View Purchase button (if status is Purchased)
- Event name or "General site chat" (homepage)
- Channel indicator
- Navigation: Previous/Next arrows + unread count
- Mark as Unread button
Chat interface (center):
- Visitor messages: Dark blue, right side
- Bot responses: Left side — each bot message shows the chatbot's avatar and configured display name next to the bubble, making it easy to distinguish bot replies from customer messages. Response time in ms is also shown.
- Timestamp on each message
Conversation Info sidebar (left):
- Captured contact details (if any)
- List of unanswered questions
Bot message indicators
- Normal response: Shows "Give feedback" button below and "Add FAQ" option
- No Answer (red): Bot couldn't find an answer, shows "Train bot" button
Chip-style selections in the chat
When Fanzly needs to clarify a short list of choices — for example, to confirm which event you're asking about — it may present those options as inline chips directly in the chat thread, rather than as larger cards. This keeps the interaction compact and fast.
Selecting a chip pre-populates the chat input field with the corresponding label, so you can review and send it as your next message (or adjust the text before sending). This makes clarification flows feel natural without interrupting the conversation.
Note: For longer or more complex option sets, Fanzly may still use a card-based selector instead of chips.
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 "Give feedback" to refine an existing answer
- Click "Train bot" 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:
- Entire site
- This event only (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 in FAQ page → Goes to Website FAQs
- If "This event only" + Publish in FAQ page → Goes to Event FAQs
Click "Create Frequent Answer" to save.
Training Hub — Managing FAQs
As your chatbot is trained over time, the knowledge base grows. The Training Hub gives you a central place to see, edit, and clean up all training data.
Accessing the Training Hub
Click the "Training Hub" button (or "Train" on mobile) at the top of the Chatbot view. It opens a tabbed view: FAQs, Knowledge, Objectives, and Playground.
The 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 Chatbot menu item when unread conversations exist. Navigate to /chatbot from the dashboard sidebar to 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 "This event only" to avoid confusion.
The Chatbot is a top-level section in the dashboard sidebar. Click Chatbot in the left navigation to go directly to /chatbot.
All four supported channels appear together: Website, WhatsApp, Instagram, and Email. Use the Channels filter to focus on one at a time.
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. "This event only" keeps training specific to that event.
Bot messages appear on the left side of the chat thread and display the chatbot's avatar and configured display name next to each bubble. Customer messages appear on the right in dark blue — no avatar.
When Fanzly needs to disambiguate a short list of choices, it may show them as inline chips in the chat thread. Clicking a chip pre-populates the input field with that option's label so you can send it as your next message — or edit it first if needed.
Yes. Click Training Hub at the top of the Chatbot view and go to the FAQs tab. You'll see every training FAQ — event-specific and site-wide — with full edit and delete controls.
Yes. Open the Training Hub → FAQs tab. 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.