Understanding the Conversations Page in Rep AI

Introduction The Conversations page in Rep AI provides a comprehensive view of all customer interactions with your AI assistant. This central hub allows you to monitor, review, and manage conversations between your customers and your AI, helping you ensure quality customer service and gain valuable insights into customer needs.

Features of the Conversations Page Conversation List Panel (Left Column)

The left side of the screen displays a chronological list of customer conversations, including

Location & Timestamp: Shows city, state, country, and the exact date and time of each conversation (e.g., "Fairfax Station, Virginia, United States - 6 Jun 2025 at 03:36 am") Customer Information: Displays customer email and device type (Mobile/Desktop) Subscription Status: Indicates whether the customer is subscribed to a mailing list

Conversation Duration: Shows the length of the interaction in minutes and seconds Order Information: When applicable, displays order ID and total amount Save Option: Star icon allows you to save important conversations for quick access later Share Option: Share icon enables you to export or share conversation details with team

members You can click on any conversation to view its full details in the right panel. Filtering and Sorting Options

At the top of the page, you'll find tools to organize your conversations

Date Range Filter: Select a specific time period (e.g., "1 Jun 2025 - 30 Jun 2025") Sort Options: Arrange conversations chronologically or by other criteria View Toggles: Switch between "All" conversations or "Saved" conversations Search Bar: Find specific conversations by keywords or content Advanced Filtering Modal

The "Filters" button opens a comprehensive filtering panel that allows you to narrow

conversations by

Platform: All, Web (Desktop + Mobile), Desktop, Mobile or Helpdesk Shopper Emotion: Search for specific customer sentiments Customer Problem: Filter by customer issue types Customers: All, New, or Returning customers Traffic Source: All, Direct, Referral, Search, or Social Tag: Add multiple custom tags for organization

Topic: Filter by conversation topics Messaging Channels: Instagram DM, Facebook DM, or WhatsApp DM Conversation Viewer (Right Panel)

The right side of the screen shows the full conversation transcript

Customer Messages: Displayed with customer icon and timestamp AI Responses: Shown in branded bubbles with a ChatGPT indicator Product Images: When relevant, product images appear in the conversation Page Visit Information: Shows which product pages the customer viewed during the conversation Added Products: Lists items the customer added to their cart

Suggestion Chips: Interactive buttons offered to customers during conversation (e.g., "I have a question", "What's recommended?") Conversation Management Tools There are several action buttons that help you optimize your AI's performance and gain insights

into how it interacts with customers

Instruct/Correct the AI

Instruct the AI

Purpose: Appears only for proactive approach messages, allowing you to adjust how the AI initiates conversations with customers. When to use: When you want to modify how your AI reaches out to customers or suggests products/services before the customer has asked a specific question. Benefits: Helps refine your AI's conversation starters and proactive customer engagement

approaches.

Correct the AI

Purpose: Available for regular messages that occur during customer exchanges, letting you improve responses after customer interaction has occurred. When to use: After reviewing a conversation where the AI has responded to a customer query in a way that could be improved.

Benefits

Directly improves your AI's responses for similar future questions Helps train the AI to better understand your brand voice and product information Creates a continuous feedback loop that enhances AI performance over time Best practice: For both options, provide specific, clear guidance that explains not just what

should be changed but how the AI should approach similar situations in the future.

Report a Problem

Purpose: This tool allows you to flag issues with conversations that require investigation or intervention. How it works: Clicking "Report a problem" opens a modal where you can describe what went wrong during the conversation, providing detailed feedback.

Types of problems you can report

Harmful or offensive AI responses Technical glitches in conversation flow Misunderstandings of customer intent Product information inaccuracies Follow-up: Reported problems are reviewed by Rep's team to identify patterns and implement system-wide improvements.

Explanation

Purpose: This feature reveals the reasoning behind the AI's responses, showing you how and why it generated specific answers.

How it works: Clicking "Explanation" displays a modal that breaks down

Which aspects of the customer's question the AI focused on
The reasoning process the AI used to formulate its response

Key product details or information the AI prioritized

Benefits

Transparency into AI decision-making Helps identify gaps in your AI's knowledge or reasoning Provides insight into why certain responses might need improvement Feedback option: The explanation panel includes a "Was this helpful?" option to further improve the explanation feature.

Sources

Purpose: This tool reveals which knowledge base content, product information, or catalog data was used to generate the AI's response. How it works: When you click "Sources," you'll see a list of all the information sources that

informed the AI's answer, including

Links to specific product pages Knowledge base articles or FAQs that were referenced Custom instructions that guided the response Website content that was used

Benefits

Helps you verify that the AI is using the most relevant and accurate information Identifies which knowledge sources are most frequently used Shows when the AI might be missing important information Optimization opportunity: Review frequently used sources to ensure they contain comprehensive and up-to-date information.

Common Use Cases
Quality Monitoring: Review conversations to ensure your AI is providing accurate and helpful

information

Customer Insight Collection: Identify common questions, concerns, or product interests

AI Performance Improvement: Use the correction tools to help train your AI to provide
better responses

Product Page Optimization: See which products customers are viewing and discussing most

frequently

Custom FAQ Creation: Turn common customer questions into custom FAQs for future

reference

Best Practices Regularly review conversations to identify opportunities for improving your AI's knowledge base Use the filtering options to focus on specific customer segments or time periods Create custom FAQs for frequently asked questions to improve response accuracy Review the explanation feature to understand how your AI is responding to customers

Use the "Correct the AI" feature to provide guidance when responses need improvement

Now that you understand the Conversations page, you can effectively monitor and improve customer interactions with your AI assistant, ensuring optimal customer service and gathering valuable insights for your business.