Conversations
A conversation is a thread of question-answer interactions between a user and the AI assistant. Kapa persists all conversations across your deployments for you to review and analyze.
Auto Labels
Kapa automatically assigns labels to conversations by analyzing the intent of the questions in the thread.
The available Auto Label categories are:
| Category | Description |
|---|---|
| Uncertain | Conversations where Kapa expresses low confidence or cannot find sufficient information in your knowledge sources to provide a complete answer. |
| Troubleshooting | Conversations where users describe errors, unexpected behavior, or implementation issues they're experiencing with your product. |
| Unsupported Feature | Conversations where users inquire about functionality that isn't currently available in your product offering. |
| Competitor | Conversations that mention or compare your product with competing solutions in the market. |
| Off Topic | Conversations unrelated to your product, documentation, or support scope. |
| Deflection Success | Conversations where a user initially intended to submit a support ticket, but the Support Form Deflector provided a satisfactory answer, eliminating the need for human intervention. |
| Deflection Failure | Conversations where a user proceeded to submit a support ticket after receiving an answer from the Support Form Deflector, indicating the automated response didn't resolve their issue. |
Conversations
The conversations page contains all raw conversations across all deployment integrations for your project. By default, it lists the conversations that occurred in the past 30 days in reverse chronological order.
Filters
The conversation list can be filtered using several criteria to help you find specific conversations:
- Text contents: Search for specific words or phrases in questions and answers
- Integration: Filter by specific Kapa deployment (e.g., Website Widget, Slack bot)
- Auto Labels: Filter by automatically assigned conversation categories
- Status tags: Find conversations with specific status indicators
- Feedback ratings: Filter by user-provided feedback scores
- Date: Limit results to a specific time period
Each Kapa deployment must use a unique integration ID for proper analytics tracking. If multiple deployments (such as your documentation website and marketing website) share the same integration ID for their Website Widgets, you won't be able to distinguish between them in the analytics.
Export conversations
You can export conversation data to a CSV file for further analysis or reporting purposes.
To export conversation data to a CSV file:
- Set the desired date range using the date picker
- Apply any filters to narrow down the data set
- Click the Export to CSV button next to the date picker
The exported CSV contains all conversations matching your current filters and date range. Each row in the CSV represents a single Q/A interaction with the following data:
- Question and answer pair
- Uncertainty indicator
- Auto Labels for intent classification
- User feedback (upvotes/downvotes)
- Deflection status (for Support Form Deflector questions)
- Integration name and origin URL where the question was asked
- Status tags
- Conversation URL to access the full thread on the Kapa platform
- Thread ID, user ID, timestamp, and additional reference data