Conversation insights
Beyond the aggregate dashboard numbers, ShopGuide gives you two ways to see what's actually happening inside individual conversations: the transcript viewer, and an automatic detector that flags conversations where the AI couldn't fully help the customer.
Transcript viewer
The transcript viewer (Transcripts in the app) lists every conversation for your store and lets you open one to read the full exchange. Each transcript shows:
- The full message history between the customer and the AI
- Tool badges — which tools the AI used during the conversation (e.g., catalog search, Discount, Loyalty), so you can see what actions were taken, not just what was said
- Customer feedback — a thumbs up/down on individual AI responses. A thumbs-down prompts the customer for a short written explanation (minimum 50 characters) before it's recorded, so negative ratings come with context
- Filters by rating, tool used, date range, and whether the session had any user interaction at all
This is the most direct way to read real conversations rather than relying on aggregate numbers.
Knowledge Gaps detection
After each completed chat response, ShopGuide runs a lightweight 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 into a category and 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 the same recurring gap instead of two separate one-off entries.
Categories surfaced in the Knowledge gaps tab of the transcript viewer:
| Category | Meaning |
|---|---|
knowledge_gap | Your store's content doesn't answer the question (packaging, materials, sizing, policies) |
bug | Customer reported something broken in the store itself (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 tool call failed, wrong-language reply, broken output) |
other | A real need outside the above (wholesale inquiries, partnerships, careers) |
Each gap can be marked resolved or dismissed from the admin UI. This is intentionally a detection and triage tool, not an automated fix — closing a gap (e.g., adding packaging details to a product page) is still a manual step.
What this isn't
ShopGuide does not run sentiment analysis, emotion detection, topic-modeling/NLP clustering, or churn/purchase-likelihood prediction on conversations. The signals above — tool usage, thumbs up/down with written feedback, and categorized/topic-stacked knowledge gaps — are what's actually generated from your chat data today.