Store Insights (Pro)

Store Insights is where your agent reports back the gaps it noticed while helping shoppers — the questions it couldn't fully answer and the topics that keep leading to a handoff — so they don't disappear into transcripts.

How it works

• Your agent automatically reviews finished conversations (resolved, closed, or handed off) and turns recurring knowledge gaps and escalation topics into findings.
• Each finding is a prioritized card you can act on. Repeated issues are grouped, so a common gap counts once with a sense of how often it comes up.
• New findings are surfaced on a regular schedule — you don't have to trigger a scan yourself.
• Every finding carries a priority — Critical, High, Medium or Low — and a category: Knowledge gap, Conflicting policy, Recurring escalation or Product complaint.

Start with the suggested action

Open a finding and the first thing you see is its Suggested action — the surface to go change, and a one-line next step. Each one is something you can do yourself:

• Update agent instructions — edit it in Training → Instructions; your agent picks up the change on its next conversation.
• Update your website — correct the page on your store, and your agent reads the fix automatically.
• Remove contradicting details — two of your sources disagree; correct or delete the wrong one so your agent stops having to choose.
• Add a knowledge source — connect the document or page that holds the answer under Training → Knowledge.
• Decide the policy internally — there's no documented answer yet; once your team settles it, add it to your instructions.

Findings are judged against the instructions that were live when the conversation happened, so an older conversation is never flagged against wording you added later.

What you can do with a finding

• Resolve it once you've addressed the underlying gap, or Dismiss it if it isn't worth acting on. Both let you leave a short note about what you did.
• Leave 👍/👎 to tell the system whether the finding was useful.
• Open View conversation to read the chat a finding came from.

Focus your review

• Filter by Type — All, Issue or Opportunity.
• Group by Priority, Status or Category.
• Tick Show dismissed to bring dismissed findings back into the list.
• Status moves through Not Started, In Progress and Completed, with counts for each at the top of the page.

Act on what you find

Most findings point to something you can fix in your setup — add or correct a store fact, tighten an Instructions section, add a knowledge source, or create a quick answer. Closing the gap is what lets the agent answer more on its own next time.