Want to make your Shelly AI Chatbot even better for your Shopify customers? Diving into chat data helps you spot what they’re asking and improve your FAQs. This guide shows you how to use the 'View Chat' section, check full chat histories, export data, and use insights to level up your chatbot.

Accessing the Chat History Interface

Head to the 'View Chat' tab in the Shelly AI dashboard’s left menu. This is your hub for all customer chats.

• Search Options:

• 'Chat ID': Find a specific chat with its unique ID.

• 'Location': Filter by customer region (e.g., 'USA', 'Canada').

• 'Intention': Sort by query type (e.g., 'Shipping', 'Returns').

• 'Summaries': Search by key phrases in chat summaries.

• 'Email': Look up chats by customer email (if collected).

• 'Date': Filter by specific days.

Viewing Full Chat History

Want the full scoop on a customer’s chat?

• Steps:
  

1. In 'View Chat', browse the main list of chats.
2. Click a chat to see the complete conversation, including customer questions, Shelly AI’s replies, and timestamps.
3. Check details like 'Intention Tags' (e.g., 'Order Tracking'), 'Location', and 'Summary'.

• Example: A chat might show a customer asking, 'Where’s my order?', with Shelly AI replying, 'Enter your order number to track!'.

• Tip: Look for chats where Shelly AI struggled to answer—that’s a clue to add a new FAQ.
  

Exporting History for Analysis

Need to dig deeper? Export chat data for a closer look.

• Steps:
  

1. In 'View Chat', select chats (use filters or check boxes).
2. Click 'Export' to download an Excel file with details like Chat ID, date, intention, and summary.
3. Open the file in a spreadsheet tool (e.g., Excel) to sort or analyze.

• How: Enter your search term (e.g., 'shipping' for intention) and hit enter to see matching chats.

• Example: Export chats with 'Returns' intention to see how often customers ask about refunds.

• Tip: Export weekly to track patterns without overwhelming data. Use 'Date' to check recent chats or 'Intention' to spot trending topics.
  

Using History to Improve FAQs

Chat data is gold for making your FAQs sharper. Here’s how to use it:

1. Spot Common Questions: Look at 'Intention Tags' and summaries to find repeated queries (e.g., 'How long is shipping?').
   
1. Action: Add these to FAQs in 'FAQ Management'. Example: 'Shipping takes 3–5 days. Track here!'.
   

• Find Gaps: Check chats where customers asked questions Shelly AI couldn’t answer well.
  

1. Action: Create new FAQs or update prompts. Example: If customers ask 'Is gift wrapping available?', add it.
   
1. Regional Needs: Use 'Location' data to tailor FAQs for specific markets (e.g., 'International shipping?' for overseas customers).
   

• Track Trends: Look for seasonal spikes (e.g., 'Holiday delivery' queries in December) and add temporary FAQs.

• Example: If chat history shows lots of 'size chart' questions, add: 'How do I pick my size? Check our size chart [link]!'.

• Tip: Review chat data monthly to keep FAQs fresh and relevant.
  

Using chat data, you’ll make Shelly AI smarter, answer customers faster, and keep your Shopify store running smoothly!