Conversation insights
Aggregate dashboard numbers only tell you so much. For what's actually happening inside individual conversations, ShopGuide gives you two tools: the transcript viewer, and an automatic detector that flags where the AI didn't fully help.
The transcript viewer
Open Transcripts and you'll find every conversation for your store, each one readable in full. Each transcript shows:
- The complete message history between customer and AI
- Tool badges — which tools the AI used (catalog search, Discount, Loyalty), so you can see what actions were taken, not just what was said
- Customer feedback — thumbs up or down on individual replies. A thumbs-down asks for a short explanation first (at least 50 characters), so negative ratings come with context instead of just a number
- Filters by rating, tool used, date range, and whether the session had any interaction at all
This is the most direct way to read real conversations instead of relying on aggregates.
Knowledge Gaps detection
After every completed response, ShopGuide runs a quick background check — never blocking the chat — to see whether the AI failed to fully resolve what the customer needed. If it did, a second pass classifies the gap and gives it a canonical topic, then stacks it with other occurrences of the same underlying question, so "how is this packaged?" and "what's the shipping box made of?" count as one recurring gap instead of two separate entries.
The categories you'll see in the Knowledge Gaps tab:
| Category | Meaning |
|---|---|
knowledge_gap | Your store's content doesn't answer the question — packaging, materials, sizing, policy |
bug | Something's actually broken in the store — add-to-cart, checkout, pricing |
live_data | Needed real-time or account-specific data the AI has no way to look up |
system_error | The chat app itself malfunctioned — a failed tool call, a wrong-language reply, broken output |
other | A real need outside those — wholesale inquiries, partnerships, careers |
Each gap can be marked resolved or dismissed from the admin UI. It's a detection and triage tool, not an automated fix — closing one out, like adding packaging details to a product page, is still on you.
Sentiment analysis, emotion detection, topic clustering, churn prediction — none of that runs here. What's actually generated from your chat data is tool usage, thumbs up/down with written feedback, and categorized, topic-stacked knowledge gaps. That's it, and it's usually enough.