Skip to main contentWhen you open individual conversations, you’ll see detailed insights that help you better understand how users interact with your AI assistant through sentiment and intent analysis. These insights appear within each conversation view.
Sentiment Analysis
Sentiment scores reflect the emotional tone of the conversation:
- Scores between -1 and 0 are considered negative
- A score of 0 is neutral
- Scores between 0 and 1 are positive
This reflects the AI assistant’s interpretation of user satisfaction, based on the emotional tone and sentiment expressed in their messages.
Intent & Interest Tracking
You’ll also see:
- Intent Score – how confident the AI is about what the user is trying to achieve (e.g., asking about pricing, looking for support, etc.)
- Primary and Secondary Interest – the main topics or products users are interested in during the conversation
Product Insights
If your Shopify store is connected, you’ll see Product Insights within conversation details—highlighting which products your customers are interested in during conversations, or which products are being suggested by the AI assistant. The improved product recommendations logic helps deliver more relevant suggestions to customers based on their interests and conversation context.
You can also find aggregate Top 10 Product Insights in the Analytics dashboard, showing which products customers ask about most frequently across all conversations. 
