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How to use the AI Concierge conversation history

Overview

The AI Concierge conversation history allows you to review all interactions between guests and AI Concierge.

Each conversation groups all messages from a single user over time, helping you understand guest needs, identify recurring questions, and detect opportunities to improve your FAQs and CMS content.

To ensure privacy, conversations are identified by a unique ID (combination of letters and numbers), and no personal user data is displayed.

Before getting started

Before using the conversation history, make sure:

  • AI Concierge is enabled and actively used by guests
  • You have access to the AI Concierge section in the CMS

Step-by-step guide

Step 1: Access the conversation history

  1. Log in to the CMS
  2. Click AI Concierge in the top menu
  3. Open the Conversation history section

You will see a list of all conversations between guests and the intelligent assistant.

 

Step 2: Understand the conversation list

In the conversation list, you can view key information for each conversation:

  • Conversation ID: Unique identifier (anonymous)
  • Last message: Most recent message sent by the guest
  • Last message time: Shows when the last message was sent
  • User messages: Number of messages sent by the guest
  • Average rating: Based on guest feedback (thumb up/thumb down)
  • Click-through rate (%): Indicates how often guests interact with suggested services

Note: All interactions from the same user are grouped into a single conversation, even if they occur on different days.

 

Step 3: Filter and search conversations

You can use filters and search tools to analyze specific conversations:

Filter by date

  • Select a date range to view conversations with messages sent during that period
  • The filter applies to when messages were sent, not when the conversation started

Filter by user rating

Conversations are automatically classified based on user feedback:

  • Positive (0.8 – 1.0) → Green
  • Neutral (0.5 – 0.7) → Yellow
  • Negative (0 – 0.4) → Red

Ratings are calculated as follows:

  • Thumb up = 1
  • Thumb down = 0
  • The average score ranges from 0 to 1

Search conversations

Use the search bar to:

  • Find conversations by keyword
  • Search for a specific conversation ID

Important: Do not use symbols or accents in the search field. Enter words without special characters to ensure accurate results.

 

Step 4: Review a conversation in detail

Click on any conversation to access its full details.

You will be able to see:

  • The complete exchange of messages between the guest and the intelligent assistant
  • Individual ratings for each response (👍 / 👎 highlighted in green or red)
  • Interactions with suggested services:
    • Clicked services are highlighted and show the tag Clicked by user
    • If multiple services are suggested and only some are clicked, the click-through rate reflects this (e.g., 50%)

This level of detail helps you evaluate how useful the AI Concierge responses are and how guests interact with recommendations.

Note: The conversation history is updated in real time. You may need to refresh the page to see the latest messages.

 

Step 5: Export conversations

You can export individual conversations for further analysis:

  1. Open a specific conversation
  2. Click Export conversation

The conversation will be downloaded as a CSV file.

Note: It is currently not possible to export multiple conversations at once. Each conversation must be exported individually.

 

Next steps

Now that you know how to use the AI Concierge conversation history, you can:

 

Need further assistance?

If you have additional questions or require further assistance:

  • Contact us via live chat
  • Send a ticket to our Support team
  • Visit STAY Academy, our training platform