# Conversations

Read every chat, call and text your AI receptionist handled, with its summary, lead score, contact details, photos and spam flags.

Updated Oct 28, 2026. Source: https://smallbusinesschatbot.com/docs/user-guides/conversations-and-analytics/conversations

## What this does

**Conversations** lists every website chat, phone call and text conversation Small Business Chatbot handled, newest first. Each one keeps the visitor's details, the AI summary, a lead score when lead grading is on, any photos the visitor sent, and the full transcript. A conversation shows once it has two or more messages. Calls flagged as spam always show.

## Read a conversation

1. **Open the list**

   In the app, open **[Conversations](https://smallbusinesschatbot.com/app?panel=conversations)**. Each card shows the type, the date, the visitor's name, **Phone**, **Email**, the start of the **Summary**, the **Lead Score** and the last two messages.

   ![The Conversations list with chat and voice cards showing a name, phone, email, summary and lead score, and a returning visitor group](https://smallbusinesschatbot.com/static/images/docs/user-guides/conversations-list-2026-10-28.webp)
   *Conversations, October 2026*

2. **Open one conversation**

   Click a card. It opens beside the list with **Phone**, **Email**, **Summary**, **Lead Score**, **Visitor history**, **Attachments** and **Full conversation**. In the transcript, the visitor's or caller's lines are labelled **Visitor** and the AI's lines are labelled **Assistant**.

   ![A chat opened in Conversations with the visitor's phone, email, summary, lead score, returning-visitor note, one photo attachment and the transcript](https://smallbusinesschatbot.com/static/images/docs/user-guides/conversations-open-2026-10-28.webp)
   *Conversations, October 2026*

3. **Open a photo**

   Under **Attachments**, click a file name. The photo opens over the conversation, with **Open in new tab** under it. **No attachments for this conversation.** means the visitor sent none.

4. **Close the conversation**

   Click the close button (×) at the top right. The list fills the panel again.

## What each type means

| Label | What it is |
|---|---|
| **Chat** | A conversation in the chat widget on your website. |
| **Phone call** | A call the AI receptionist answered on your number. |
| **Outbound call** | An AI call a workflow made. |
| **Text** | A [text conversation](https://smallbusinesschatbot.com/docs/user-guides/texting/how-texting-works) with your business number. It ends after five minutes with no new message. |
| **Email reply** | A reply to an email a workflow sent. |
| **Embedded chat** | A conversation in the embedded widget from **Chat Widget › Playground › Embedded widget**. |

## Returning visitors

When a visitor comes back to your website chat in the same browser within 30 days of their last chat, their conversations are grouped under **Returning visitor**. The group shows their name, how many conversations they had, and when they were first and last seen. Inside a conversation, **Visitor history** shows one of these lines.

| Line | What it means |
|---|---|
| Returning visitor. This is conversation #2 with this person. | Same browser as an earlier chat. The number counts up. |
| Contact details match an earlier visitor (unverified match). | Another browser gave the same email or phone. It may be a different person. |
| Contact details were carried over from an earlier conversation. | The name, phone or email came from an earlier chat in the same browser, not from this one. |

## Lead Score

**Lead Score** is a grade from A to D on a chat or text conversation. It appears when **Allow Lead Grading in the Summary?** is set to **Yes** under **[Chat Widget › Look and Feel](https://smallbusinesschatbot.com/app?panel=look-and-feel)** and the visitor gave a phone number or email. By default the AI grades on the intent of the conversation and how strong the contact details look. You can rewrite that rule in **Lead grading system message programming** in the same panel.

## Spam and NSFW flags

A call that matches your spam keywords carries a **Spam** label in the list. Inside it, a box reads **Spam · Call-summary email skipped** and lists the **Matched caller keywords**. The call was still answered and the conversation is kept. Only its [summary email](https://smallbusinesschatbot.com/docs/user-guides/conversations-and-analytics/summary-emails) was skipped. The keywords are set in [Spam protection](https://smallbusinesschatbot.com/docs/user-guides/voice-agent/spam-protection).

When **Allow photo uploads?** is set to **Yes** under **Chat Widget › Look and Feel**, visitors can send photos in the chat. Each photo is checked by an image filter. A flagged photo carries an **NSFW** label under **Attachments** and opens blurred under **NSFW detected**. Click **Click to unblur** to see it.

## If something goes wrong

| What you see | Why | What to do |
|---|---|---|
| No **Conversations** item in the sidebar, or **Conversation history is not available for this account.** | Conversations shows only to the account's own login. An agency login viewing a client's workspace doesn't see it. | Sign in with the account's own login. |
| **No conversations available yet.** | No chat, call or text has two messages yet. | Send a test chat from your website, then reload the panel. |
| **Unable to load conversation history right now.** | The list didn't load. | Reload the page. |
| **Unable to load attachment.** | The photo's link couldn't be created. | Close the photo and click its name again. |