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Customer Chat View All Documentation

Menu Location: AI > Conversations > View all...

Access Level: Manager and above

Last Updated: 2026-03-01

Overview

The Customer Chat View All page displays a comprehensive list of all AI-powered customer conversations across your entire team. This page helps managers monitor AI usage, find previous conversations, review team member interactions, and identify trends in customer service inquiries.

Primary Functions:

  • Browse all customer chat conversations
  • Search conversations by customer or content
  • Filter by admin user, date, or status
  • Review team's AI chat usage
  • Find previous insights about customers
  • Monitor AI effectiveness
  • Track common customer service questions

Page Layout

Header Section

  • Search Bar - Search conversations by customer name, content, or keywords
  • Filter Controls - Filter by admin, date range, customer status
  • Sort Options - Sort by date, customer, or admin
  • Quick Stats - Total conversations, active today, most active users

Conversation List

Displays all conversations with:

  • Customer Name - Which customer the conversation was about
  • Admin Name - Who conducted the conversation
  • Date/Time - When conversation took place
  • Preview - First few words of conversation
  • Message Count - Number of messages in conversation
  • Tags/Topics - Auto-detected conversation topics
  • Status - Active, Saved, Archived
  • Actions - View, Continue, Archive, Delete

Pagination

  • Results per page selector
  • Page navigation
  • Total conversation count

Viewing Conversations

Conversation List View

Each Entry Shows:

  • Customer name (clickable to customer detail)
  • Admin who chatted
  • Conversation date/time
  • Brief preview of conversation
  • Number of back-and-forth messages
  • Topics discussed (auto-tagged)

Opening a Conversation

To View:

  1. Click conversation from list
  2. Full conversation displays
  3. Shows complete question/answer history
  4. Can continue conversation
  5. Can export or save

What You'll See:

  • All questions asked
  • All AI responses
  • Timestamps for each message
  • Links to data referenced
  • Recommendations made
  • Actions taken based on chat

Search & Filtering

Search Options

Search by Keyword:

  • Search conversation content
  • Search customer names
  • Search admin names
  • Search topics/tags
  • Real-time filtering

Examples:

  • "cancellation" - Find all chats about cancellations
  • "John Smith" - Find all chats about customer John Smith
  • "delivery issue" - Find delivery-related conversations
  • "Sarah Johnson" - Find all chats by admin Sarah

Filter Options

Filter by Admin User:

  • All admins (default)
  • Specific team member
  • Yourself only
  • System-generated only

Filter by Date Range:

  • Today
  • This week
  • This month
  • Last 30 days
  • Last 90 days
  • Custom range

Filter by Customer Status:

  • All customers
  • Active only
  • Cancelled only
  • High-value customers
  • Problem accounts

Filter by Conversation Topic:

  • Order issues
  • Product questions
  • Cancellations
  • Win-back strategies
  • Delivery problems
  • Payment issues
  • General inquiries

Sort Options

Sort By:

  • Date (newest first) - Default
  • Date (oldest first)
  • Customer name (A-Z)
  • Admin name (A-Z)
  • Message count (most active)
  • Most viewed

Conversation Topics & Tags

Auto-Detected Topics

The system automatically tags conversations with topics:

Common Topics:

  • Order Research
  • Product Preferences
  • Delivery Issues
  • Payment Problems
  • Cancellation Analysis
  • Win-Back Strategy
  • Customer Summary
  • Upsell Opportunities
  • Substitution Patterns
  • Complaint Resolution

Using Topic Filters:

  • Quick way to find similar cases
  • Learn from other team members
  • Identify common issues
  • Track AI effectiveness by topic

Common Use Cases

Use Case 1: Learn from Team's Best Practices

Goal: See how experienced team members handle tough situations

Steps:

  1. Open Customer Chat View All
  2. Filter by specific admin (experienced team member)
  3. Filter by topic (e.g., "Cancellation Analysis")
  4. Review their conversations
  5. Note effective questions they ask
  6. Adopt successful strategies

Benefit: Learn effective prompts and approaches from top performers

Use Case 2: Find Previous Research About Customer

Goal: Someone already chatted about this customer - what did they learn?

Steps:

  1. Open Customer Chat View All
  2. Search for customer name
  3. Review previous conversations
  4. Check what was already discovered
  5. Continue that conversation or start fresh with context

Saves Time: Avoid re-asking same questions someone already explored

Use Case 3: Monitor AI Usage Across Team

Goal: Ensure team is effectively using AI tools

Steps:

  1. Open Customer Chat View All
  2. Review Quick Stats (conversations today)
  3. Filter by date (this week)
  4. Check which team members are using AI
  5. Identify who needs training
  6. Review quality of conversations

Metrics to Watch:

  • Conversations per team member
  • Average messages per conversation
  • Topics being researched
  • Repeat conversations about same customers

Use Case 4: Research Common Customer Issues

Goal: Identify patterns in customer problems

Steps:

  1. Open Customer Chat View All
  2. Filter by topic (e.g., "Delivery Issues")
  3. Review multiple conversations
  4. Look for common themes
  5. Identify systemic issues
  6. Recommend process improvements

Example: 15 conversations about "missing items" in one week suggests packing process needs review

Use Case 5: Quality Assurance Review

Goal: Ensure appropriate AI usage and customer service quality

Steps:

  1. Randomly select conversations to review
  2. Check if AI recommendations were followed
  3. Verify information accuracy
  4. Ensure professional interaction
  5. Provide feedback to team
  6. Document best practices

Managing Conversations

Conversation Actions

View:

  • Open full conversation
  • Read complete exchange
  • See all AI responses
  • Review linked data

Continue:

  • Resume conversation
  • Add more questions
  • Get updated information
  • Build on previous insights

Save:

  • Mark as important
  • Add to reference library
  • Tag for training purposes
  • Preserve exemplary conversations

Archive:

  • Move to archive
  • Still searchable
  • Reduces clutter in main list
  • Can be restored

Delete:

  • Permanently remove
  • Requires confirmation
  • Usually only for test conversations
  • Cannot be undone

Quick Stats Dashboard

Key Metrics

Total Conversations:

  • Lifetime count of AI chats
  • Shows adoption rate
  • Trends over time

Active Today:

  • Conversations started today
  • Shows current usage
  • Real-time updates

Most Active Users:

  • Team members using AI most
  • Shows engagement
  • Identifies champions

Most Common Topics:

  • What team researches most
  • Reveals customer service trends
  • Identifies training needs

Average Resolution Time:

  • How long conversations typically take
  • Efficiency metric
  • Compare to non-AI resolution time

Troubleshooting

Cannot Find Expected Conversation

Symptoms:

  • Remember chatting about customer but can't find it
  • Search returns no results
  • Conversation seems missing

Check:

  1. Verify customer name spelling
  2. Try searching by admin name
  3. Expand date range
  4. Check archived conversations
  5. Try keyword from conversation content
  6. Verify correct customer (similar names?)

Common Causes:

  • Conversation archived
  • Wrong date range selected
  • Typo in search
  • Conversation deleted
  • Looking at wrong customer

Too Many Conversations to Review

Symptoms:

  • Overwhelming number of entries
  • Hard to find specific information
  • Takes too long to browse

Solutions:

  1. Use specific filters
  2. Search by keyword or topic
  3. Focus on recent date range
  4. Filter by specific team member
  5. Use topic tags to narrow
  6. Sort differently (by message count for substantial conversations)

Stats Don't Match Expectations

Symptoms:

  • Numbers seem off
  • Usage appears lower than expected
  • Metrics don't align with observation

Check:

  1. Verify date range in stats
  2. Check if archived conversations counted
  3. Ensure all team members included
  4. Refresh page for latest data
  5. Compare to specific filtered view
  • Customer Detail - Main customer account page
  • Customer Chat - Individual customer conversation
  • AI Overview - System-wide AI features and settings
  • Admin History - Track all admin actions system-wide

Permissions & Access

Required Access Level: Manager or higher

Access Level Capabilities:

  • Manager: View all conversations, filter, search, export
  • Administrator: All Manager + delete conversations, manage AI settings
  • Kiva Admin: All features + technical AI analytics

Restricted Features:

  • View All: Requires Manager level (Customer Service can only see their own)
  • Delete: Requires Administrator
  • Analytics: Detailed analytics may require Administrator

Best Practices

For Managers

  1. Review conversations weekly for quality assurance
  2. Identify and share best practices with team
  3. Monitor for inappropriate AI usage
  4. Track which topics need better training
  5. Celebrate effective AI usage examples

Team Training

  1. Share exemplary conversations as examples
  2. Create training library of effective prompts
  3. Document common questions and answers
  4. Provide feedback on conversation quality
  5. Encourage experimentation with AI

Process Improvement

  1. Identify patterns in customer issues
  2. Use insights to improve products/services
  3. Track if AI helps reduce resolution time
  4. Measure customer satisfaction improvements
  5. Document ROI of AI chat feature

Privacy & Compliance

  1. Ensure conversations are for business purposes only
  2. Protect customer privacy in conversations
  3. Follow data retention policies
  4. Don't share conversations inappropriately
  5. Monitor for data security compliance

Quick Reference Card

Task Action/Location
View all conversations Navigate to AI > Conversations > View all
Search conversations Use search bar with keywords
Filter by admin Select admin from filter dropdown
Filter by topic Select topic from topic filter
View conversation Click conversation in list
Continue conversation Click "Continue" button on entry
Save conversation Click "Save" on conversation
Archive conversation Click "Archive" button
Export conversations Use Export button after filtering
View stats Check Quick Stats at top of page

FAQs

Can I see other team members' conversations?

Yes, if you're a Manager or Administrator. Customer Service representatives can typically only see their own conversations unless given special permissions.

Why would I want to view other people's conversations?

To learn effective techniques, find previous research about customers, ensure quality standards, identify training needs, and share best practices.

Can I edit or delete someone else's conversation?

Only Administrators can delete conversations, and this should be rare (test data, mistakes, etc.). Conversations should not be edited to maintain audit integrity.

Are customers notified that we're using AI to research their account?

No, customers don't see these conversations. AI chat is an internal tool for admins to get insights from customer data.

How long are conversations retained?

Active conversations are retained indefinitely. Archived conversations follow your data retention policy, typically 2-7 years depending on compliance requirements.

Can I export conversations for training purposes?

Yes, use the Export function to download conversations as CSV or PDF for training materials, quality reviews, or documentation.

What if I find inappropriate use of AI chat?

Report to your manager or administrator immediately. AI chat should only be used for legitimate business purposes related to customer service.

Can the AI in these conversations still learn from old chats?

The AI model itself is trained separately. These chat logs help your team learn and improve, but don't directly train the AI model.

How do I know if AI is giving accurate information?

Always verify important information. The conversation will show confidence levels and sources. Cross-reference with actual customer data when making important decisions.

End of Documentation

For additional help, contact your system administrator or Kiva Logic support.