Chats keeps every storefront conversation, so you can see what shoppers ask, how Bolt answered, and what your store does not explain yet.
Find a conversation
Open GoBolt → Chats. Choose a date range at the top: Today, the past 7, 30, 60 or 90 days, or Custom. The default is the past 7 days. Then pick a view:
By intent groups conversations by topic. Each topic shows how many chats it holds and when it was last asked. Select one to read its summary and open its chats. Start here: a topic with many chats and weak answers needs a Knowledge entry.
By recency lists conversations newest first. Each row shows when it started, who the shopper is, a topic tag and a short summary. Use Newer and Older under the list to move between pages.
Who the shopper is
On Shopify, a row shows the shopper's name, then their email. If GoBolt knows only an email, the row shows the email. If it knows neither, the row says Guest. GoBolt knows a name and email when the shopper was logged in to a customer account on your store, or when they confirmed their email with a one-time code in that chat.
The quiet Signed in label shows only when GoBolt can prove the shopper's store account. On Shopify it cannot, so a name and email show without it.
When GoBolt knows the shopper's country, a small flag shows beside Guest in the list and beside the IP address in the shopper details. The country is added a few minutes after a chat starts, not instantly, and older chats may not have one.
On Ecwid and WooCommerce, Chats shows less. A row shows the shopper's email if they gave one, otherwise their location (Anonymous on WooCommerce when there is neither). A conversation shows when it started and the IP address, with the same lookup link. There is no name, Guest label or country flag. On Ecwid, the arrow buttons beside the chat number move to the neighboring chats.
Read a conversation
Select a conversation to read it: what the shopper wrote, how Bolt replied and the product links Bolt shared. On Shopify and WooCommerce, Open full view opens it on its own page.
On Shopify, the shopper details beside the conversation, called the Shopper card on the full page, list:
The name, or Guest.
Email, on its own row when a name comes first.
Location, when one is recorded.
IP, with the country flag beside it when the country is known. Select the address to open a lookup page in a new tab. GoBolt does not contact that page for you.
Started, in the panel beside the list only. On the full page it sits under the title, with how long the chat spans.
The full page also shows the chat's Intents, which are its topics. Newer and Older at the top of the page step to the next newer or older chat.
Chats updates while shoppers are talking. A pulsing dot or a Live label marks a chat in progress. If the live connection drops, the page says updates are delayed and refreshes on a timer.
Turn a question into an answer
When Bolt could not answer well, add the answer yourself. Use Add answer to Knowledge or Add to knowledge, whichever your screen shows, or + Knowledge beside a shopper's message on Shopify. The question is filled in, and Bolt can draft an answer from your store content. Edit it and save. See Add your own answers in Knowledge.
Test and ratings
Test the assistant (Test assistant on WooCommerce) lets you ask your own question without showing anything to shoppers. See Test your assistant safely.
Shoppers can rate an answer with a thumbs up or down. Chats does not show those ratings.
Related
Still stuck? Open Get help in GoBolt, or email [email protected].