Conversations, Leads, and Hot Customers
What you see in customer conversations with the agent, how to identify ready-to-buy customers, what's in the customer profile, and how to send a push notification.
While the agent responds, the dashboard keeps a log of interactions: who visited, what they asked, what they added to their cart, and if they left contact details. Two sections cover this: “Conversations” and “Leads”. We'll explain what each contains and why it's useful.
Conversations: List#
Each row in the list represents one customer. You can see the first message, time, number of messages, and leads. At the top is a search bar. It searches the conversation text, so "size 38" will find everyone who asked about size 38.
A special icon appears next to "hot" conversations. It means the person either explicitly mentioned buying or left contact information. These conversations should be prioritized.
Conversations from the dashboard preview appear in this same list. Your own tests will be alongside real customers. This is normal; there's no need to delete them.
Conversation: What's Inside#
An open conversation shows the entire chat, including product cards shown by the agent, the contact form, order summary, and customer attachments. If the person sent a photo or voice message, you'll see the file itself and a brief analysis: what's in the picture, what was said aloud.
On the right, you'll find three cards.
Conversation. Start time, customer's language, the page they came from, cart contents, related leads, and token consumption. The last item is useful for the “Your AI” plan: it shows the cost of responses.
Customer. Status and signals. There are three statuses: “Browsing”, “Interested”, “Ready to buy”. Below, you'll see what contributed to this status.
| Signal | What triggers it |
|---|---|
| Stated intent to buy | “I'll take it”, “place the order”, “I'm buying” |
| Asked to be contacted | “call me back”, “message me on WhatsApp” |
| Left phone or email | contact details directly in chat |
| Asked about price, delivery, payment, availability | questions typically asked before a purchase |
| Added to cart, proceeded to checkout | actions within the chat |
| Submitted a lead, made a purchase | form submission or payment |
If contact details are left, they appear right here on the card. You can call without scrolling through the conversation.
Buyer. Technical details, no login required: device and browser, language, time zone, city based on connection address, referral source, how many times the person has visited, whether the app is installed, and if notifications are enabled. This helps you understand where sales originate and what devices customers are using to communicate with you.
Push Notifications#
If a customer adds the agent's page to their phone and allows notifications, a push notification sending form will appear in the conversation.
Fill in the title and text. Then, choose one of two options: send immediately or schedule for a specific date and time. Scheduled notifications can be canceled before they are sent. You'll see how many devices will receive the message and how many notifications have already been sent within 24 hours. This limit prevents customers from unsubscribing.
Write as you would in a messenger app: “Your size is back in stock” works, “New collection is here!!!” does not.
Leads#
A table with everything customers have submitted. Four types:
- Contact — the person left their name and phone number via a form.
- Checkout — started placing an order in the chat.
- Purchase — paid.
- Cart — assembled a cart but did not complete the purchase.
Each lead has a status: “New”, “In Progress”, “Sold”, “Rejected”. The status is changed manually, and this is the only manual task in this section. Clicking a lead row opens the conversation it came from. Before making a call, you can see what the person asked about.
What You Receive and Where#
- Telegram and email — every new lead and every paid order. The message includes contents, contact details, and delivery address.
- Separate notification for a hot customer — when a customer first reaches the “Ready to buy” status. This is precisely when a human should step in.
- Morning summary — yesterday's conversations, leads, sales, and questions the agent couldn't answer. It arrives via Telegram and email and can be disabled with a checkbox in “Settings”.
How to Use This#
A practice that works for most shops:
- In the morning, read the summary and open hot conversations.
- Call or message leads with the “New” status, immediately changing their status to “In Progress”.
- Once a week, read three or four regular conversations in a row. This is the best way to understand what's missing from your catalog and terms: the agent honestly says "I'll clarify", and such instances immediately reveal gaps.
- Add recurring questions to your shop's terms and conditions. Next time, the agent will answer them automatically.
Frequently Asked Questions#
Why are my own messages in the conversations list?#
The dashboard preview uses the same agent as your website, so test conversations are saved alongside real ones. This way, you see exactly what the customer sees.
What does the flame icon in the list mean?#
The customer is ready to buy: they've expressed intent to purchase, left contact details, or reached the checkout stage. Calls to these conversations have the highest conversion rate.
Where does the customer's city come from?#
From the connection address, approximately by region. This is not tracking, but standard IP geolocation used by any website. The card contains no personal data other than what the customer provided themselves.
Can I send a push notification to all customers at once?#
No, push notifications are sent from a specific conversation to devices that subscribed within it. We intentionally do not offer mass mailings. This ensures notifications remain relevant, and customers do not unsubscribe.
What to do with a lead that turns out to be spam?#
Set its status to “Rejected”. It will remain in your history but won't clutter your active leads.