Managing Messages

The Messages section shows you every conversation happening between your customers and your AI agent. This is where you can see exactly how your agent is performing in real conversations.

What You’ll Find

The Messages dashboard displays:

• Full chat history - Every conversation across all sessions
• Customer interactions - What customers asked and how your agent responded

How to Access Messages

1. Log in to your Pluggi dashboard
2. Select your bot from the Bot List
3. Click “Messages” in the menu
4. Browse through conversations

Understanding the Message View

Each conversation shows:

• Customer messages - What the customer asked or said
• Bot responses - What your agent replied with
• Timestamp - When the conversation happened
• Conversation flow - The full progression of the chat

How to Use Message Data

Learn What Customers Want

Read through messages to understand:

• What questions customers ask most
• What products they’re interested in
• What problems they need solved
• Where your agent is struggling

Find Improvements

Use messages to identify:

• Questions your agent can’t answer well
• Conversation flows that aren’t working
• Opportunities to add new features
• Products customers ask about that you should feature more

Monitor Quality

Check conversations to ensure:

• Your agent is giving accurate information
• Responses are appropriate and friendly
• The conversation flow makes sense
• Customers are satisfied with answers

Best Practices

• Review regularly - Check messages at least once a week
• Look for patterns - Note if multiple customers ask the same question
• Test changes - When you improve your agent, check if customer interactions improve
• Keep customers in mind - Remember that real people are having these conversations with your agent

Next Steps

Use what you learn from messages to:

1. Improve your flow to answer common questions better
2. Review analytics to see the business impact
3. Update settings to improve the customer experience