[{"data":1,"prerenderedAt":334},["ShallowReactive",2],{"help-en-conversations\u002Freading-a-conversation":3},{"index":4,"article":304},{"sections":5},[6,32,68,98,140,177,198,224,251,275],{"id":7,"overview":8,"articles":13},"getting-started",{"path":9,"title":10,"nav":11,"description":12},"\u002Fhelp\u002Fgetting-started","How Konvuno works","Overview","What Konvuno does for your business, how the pieces fit together, and who on your team can do what.",[14,19,23,28],{"path":15,"title":16,"nav":17,"description":18},"\u002Fhelp\u002Fgetting-started\u002Fsign-in","Sign in to Konvuno","Sign in","Sign in with a code sent to your email or with your Google account, and what to do when the code does not arrive.",{"path":20,"title":21,"nav":21,"description":22},"\u002Fhelp\u002Fgetting-started\u002Fcreate-business","Create your business","Name your business, let Konvuno read your website if you have one, and know what to expect on the first screens.",{"path":24,"title":25,"nav":26,"description":27},"\u002Fhelp\u002Fgetting-started\u002Ftour-and-checklist","The tour and the setup checklist","Tour and checklist","The short tour that shows you where to start, the checklist that tracks your setup, and the help menu that brings both back.",{"path":29,"title":30,"nav":30,"description":31},"\u002Fhelp\u002Fgetting-started\u002Fgo-live","Go live in 15 minutes","The shortest path from a new account to a working assistant on your website, step by step, with links to the details.",{"id":33,"overview":34,"articles":38},"knowledge",{"path":35,"title":36,"nav":11,"description":37},"\u002Fhelp\u002Fknowledge","Knowledge — what your assistant knows","What the assistant answers from, how the Knowledge screen is laid out, and the quickest way to a well-informed assistant.",[39,44,49,54,58,63],{"path":40,"title":41,"nav":42,"description":43},"\u002Fhelp\u002Fknowledge\u002Ffaqs","Write and manage FAQs","FAQs","Add, edit, organise and remove the questions and answers your assistant uses — one at a time or many at once.",{"path":45,"title":46,"nav":47,"description":48},"\u002Fhelp\u002Fknowledge\u002Fwebsite-import","Import FAQs from your website","Import from your website","Let Konvuno read your website and suggest FAQs, pick the ones that are right, and know what to do when a scan does not work.",{"path":50,"title":51,"nav":52,"description":53},"\u002Fhelp\u002Fknowledge\u002Fcsv","Upload and export FAQs as a CSV file","CSV upload and export","Bring an FAQ list in from a spreadsheet, and download yours to edit, share or keep as a backup.",{"path":55,"title":56,"nav":56,"description":57},"\u002Fhelp\u002Fknowledge\u002Fbusiness-context","Business context","The short description of your business the assistant keeps in mind for every answer — what to put in it, how to edit it, and how to review a new version after a website scan.",{"path":59,"title":60,"nav":61,"description":62},"\u002Fhelp\u002Fknowledge\u002Fsources","Sources — where your FAQs came from","Sources","See which FAQs came from your website, a CSV file or your own typing, filter the list by them, and remove a source without losing its FAQs.",{"path":64,"title":65,"nav":66,"description":67},"\u002Fhelp\u002Fknowledge\u002Fmissing-answers","Missing answers and knowledge health","Missing answers","See which visitor questions your knowledge does not answer yet, turn them into FAQs in a few clicks, and check how much of your knowledge is ready to use.",{"id":69,"overview":70,"articles":74},"catalog",{"path":71,"title":72,"nav":11,"description":73},"\u002Fhelp\u002Fcatalog","Your catalog","What the catalog is for, the three ways to fill it, how the Catalog screen is laid out, how items count toward your plan, and who can change what.",[75,79,84,89,94],{"path":76,"title":77,"nav":77,"description":78},"\u002Fhelp\u002Fcatalog\u002Fitems","Add and edit items","Add a product or service by hand, understand every field, handle sizes and colours, and delete what you no longer sell.",{"path":80,"title":81,"nav":82,"description":83},"\u002Fhelp\u002Fcatalog\u002Fcsv-import","Import items from a CSV file","Import a CSV file","Bring a whole spreadsheet into your catalog in three steps, update it later, read the result, and undo an import that went wrong.",{"path":85,"title":86,"nav":87,"description":88},"\u002Fhelp\u002Fcatalog\u002Fproduct-feed","Connect a product feed","Product feed","Connect the Google Merchant or Facebook product feed your shop already publishes, so your catalog keeps up with your shop by itself.",{"path":90,"title":91,"nav":92,"description":93},"\u002Fhelp\u002Fcatalog\u002Fwoocommerce","Connect your WooCommerce shop","WooCommerce","Connect a WooCommerce shop with one click or with a key you create yourself, understand the permission it needs, and disconnect it cleanly.",{"path":95,"title":96,"nav":96,"description":97},"\u002Fhelp\u002Fcatalog\u002Fin-chat","Products in the chat","How the assistant finds your products and services, what the cards in the chat show, which catalog it answers from, and how to check the result.",{"id":99,"overview":100,"articles":104},"widget",{"path":101,"title":102,"nav":11,"description":103},"\u002Fhelp\u002Fwidget","The chat widget","What the widget is, how it works on your website, and how to go from a first draft to a live assistant.",[105,110,115,120,125,130,135],{"path":106,"title":107,"nav":108,"description":109},"\u002Fhelp\u002Fwidget\u002Fidentity","Identity — name, logo, greeting and languages","Identity","Decide who your assistant is — what it is called, the logo it shows, the first thing it says and the languages it speaks.",{"path":111,"title":112,"nav":113,"description":114},"\u002Fhelp\u002Fwidget\u002Fappearance","Appearance — colour, theme, size and position","Appearance","Make the widget look like part of your website — brand colour, light or dark theme, launcher text, panel size and where it sits on the page.",{"path":116,"title":117,"nav":118,"description":119},"\u002Fhelp\u002Fwidget\u002Fbehavior","Behavior — tone, questions, contacts and privacy","Behavior","Decide how the assistant talks, what it suggests, how visitors can reach you, what it may answer and where the widget stays hidden.",{"path":121,"title":122,"nav":123,"description":124},"\u002Fhelp\u002Fwidget\u002Finstall","Install the widget on your website","Install on your website","Copy one snippet into your website, allow your domain, and check that the widget is live — with steps for WordPress, Wix, Squarespace, Webflow and more.",{"path":126,"title":127,"nav":128,"description":129},"\u002Fhelp\u002Fwidget\u002Fpreview-and-test","Preview and test the widget","Preview and test","See how the widget looks on a computer and a phone, and chat with the real assistant before your visitors can.",{"path":131,"title":132,"nav":133,"description":134},"\u002Fhelp\u002Fwidget\u002Fpublish","Save, publish and take offline","Save and publish","How drafts work, how to put your changes on your website, how to undo them, and how to take the widget offline.",{"path":136,"title":137,"nav":138,"description":139},"\u002Fhelp\u002Fwidget\u002Ftroubleshooting","The widget does not show on my website","Widget not showing?","A checklist for when the widget is missing, out of date or not answering — in the order the causes are most common.",{"id":141,"overview":142,"articles":146},"visitors",{"path":143,"title":144,"nav":11,"description":145},"\u002Fhelp\u002Fvisitors","What your visitors see","The chat from your customer's side — from the button in the corner of your website to an answer, a product card or a message to your team.",[147,152,157,162,167,172],{"path":148,"title":149,"nav":150,"description":151},"\u002Fhelp\u002Fvisitors\u002Fanswers","How answers look","Answers and product cards","What a visitor sees when they ask something — suggested questions, formatted answers with links, product cards, and how long the chat remembers the conversation.",{"path":153,"title":154,"nav":155,"description":156},"\u002Fhelp\u002Fvisitors\u002Fcontact-and-handoff","Contact form and hand-off to your team","Contact form and hand-off","What visitors see when they need a person — your direct contacts, the contact form with its consent checkbox, and the confirmation after sending.",{"path":158,"title":159,"nav":160,"description":161},"\u002Fhelp\u002Fvisitors\u002Flanguages","Languages — the widget's and the assistant's","Languages","Which language the widget's buttons and notices appear in, which language the assistant answers in, and what always stays exactly as you wrote it.",{"path":163,"title":164,"nav":165,"description":166},"\u002Fhelp\u002Fvisitors\u002Fprivacy","Privacy notice and consent","Privacy","What visitors are told about privacy in every chat, where their privacy requests go, what the widget keeps in their browser, and how consent on the contact form works.",{"path":168,"title":169,"nav":170,"description":171},"\u002Fhelp\u002Fvisitors\u002Fwhen-the-assistant-cant-answer","When the assistant cannot answer","When it cannot answer","What visitors see when the assistant does not know, when the chat is paused, when a conversation gets very long, and when they are asked to confirm they are human.",{"path":173,"title":174,"nav":175,"description":176},"\u002Fhelp\u002Fvisitors\u002Fon-phones","The widget on phones","On phones","How the chat looks and behaves on a phone — full screen, without the launcher in the way, with contacts that open the phone's own apps.",{"id":178,"overview":179,"articles":183},"conversations",{"path":180,"title":181,"nav":11,"description":182},"\u002Fhelp\u002Fconversations","The conversation inbox","Where every chat on your website ends up, what the labels on each conversation mean, and which conversations count toward your plan.",[184,189,193],{"path":185,"title":186,"nav":187,"description":188},"\u002Fhelp\u002Fconversations\u002Ffilters-and-search","Filter and search conversations","Filter and search","Narrow the list to the conversations that need you, and find any chat by a word the visitor or the assistant used.",{"path":190,"title":191,"nav":191,"description":192},"\u002Fhelp\u002Fconversations\u002Freading-a-conversation","Read a conversation","What the header, the labels, the messages and the line at the bottom of a conversation tell you — and what to do when the visitor needed a person.",{"path":194,"title":195,"nav":196,"description":197},"\u002Fhelp\u002Fconversations\u002Ftags-and-export","Tag and export conversations","Tags and export","Mark conversations with your own tags so you can find them again, download a single chat as a text file, or export everything you have.",{"id":199,"overview":200,"articles":204},"leads",{"path":201,"title":202,"nav":11,"description":203},"\u002Fhelp\u002Fleads","Leads","What a lead is, how visitors become leads, what each status means and how the Leads screen is laid out.",[205,209,214,219],{"path":206,"title":207,"nav":207,"description":208},"\u002Fhelp\u002Fleads\u002Fworking-a-lead","Work with a lead","Open a lead to see their details and consent, move it through your statuses, keep notes and tags for your team, email the person and delete the lead.",{"path":210,"title":211,"nav":212,"description":213},"\u002Fhelp\u002Fleads\u002Fbulk-and-export","Select, delete and export leads","Delete and export","Select several leads at once, delete the ones you no longer need, and download your leads as a spreadsheet file.",{"path":215,"title":216,"nav":217,"description":218},"\u002Fhelp\u002Fleads\u002Fnotifications","Emails about new leads","Lead emails","Who gets an email when a visitor leaves their details, what the email says, how to change the address, and when no email is sent.",{"path":220,"title":221,"nav":222,"description":223},"\u002Fhelp\u002Fleads\u002Fwebhook","Send leads to other tools","Webhook","Send every new lead to Zapier, Make, your CRM or your own server with a webhook — how to set it up, test it, and what happens when a lead does not arrive.",{"id":225,"overview":226,"articles":230},"overview",{"path":227,"title":228,"nav":11,"description":229},"\u002Fhelp\u002Foverview","The Overview screen","What the Overview shows, how to pick the period you look at, and how to read the comparison with the period before.",[231,236,241,246],{"path":232,"title":233,"nav":234,"description":235},"\u002Fhelp\u002Foverview\u002Fkpis","The five numbers at the top","The five numbers","What each number on the Overview counts, what it leaves out, and what to do when it goes down.",{"path":237,"title":238,"nav":239,"description":240},"\u002Fhelp\u002Foverview\u002Ffunnel-and-quality","The funnel and answer quality","Funnel and answer quality","Follow conversations from the first message to a won customer, and see how many the assistant really answered.",{"path":242,"title":243,"nav":244,"description":245},"\u002Fhelp\u002Foverview\u002Ftop-lists-and-trends","The daily chart and the top lists","Chart and top lists","Read the conversations-and-leads chart, and find the questions your assistant cannot answer yet.",{"path":247,"title":248,"nav":249,"description":250},"\u002Fhelp\u002Foverview\u002Fexport","Export the Overview to a spreadsheet","Export","Download the Overview's numbers and daily figures as a CSV file, and open it correctly in Excel, Google Sheets or Numbers.",{"id":252,"overview":253,"articles":257},"settings",{"path":254,"title":255,"nav":11,"description":256},"\u002Fhelp\u002Fsettings","Settings","Where to find your business details, your team, your plan and your data — and which of them only an owner can change.",[258,262,266,270],{"path":259,"title":260,"nav":260,"description":261},"\u002Fhelp\u002Fsettings\u002Fbusiness-profile","Business profile","Your business name, industry and contact details, where new-lead emails go, and your logo.",{"path":263,"title":264,"nav":264,"description":265},"\u002Fhelp\u002Fsettings\u002Fmembers","Members and roles","Invite your team, decide who is an owner, remove people or leave a business — and see exactly what owners and members can each do.",{"path":267,"title":268,"nav":268,"description":269},"\u002Fhelp\u002Fsettings\u002Fbilling","Billing and usage","Choose a plan, understand what counts as a conversation, see what happens at your limit, and change plan, card or cancel through Stripe.",{"path":271,"title":272,"nav":273,"description":274},"\u002Fhelp\u002Fsettings\u002Fdata","Your data — retention, export and deletion","Data and deletion","How long Konvuno keeps conversations and leads, how to download everything, and how to delete a business or your account for good.",{"id":276,"overview":277,"articles":281},"more",{"path":278,"title":279,"nav":11,"description":280},"\u002Fhelp\u002Fmore","More","Running several businesses, getting help from us, choosing the dashboard's language, clinic mode, and what the words in Konvuno mean.",[282,287,291,296,300],{"path":283,"title":284,"nav":285,"description":286},"\u002Fhelp\u002Fmore\u002Fbusinesses","Run several businesses","Several businesses","Add a second business to your account, switch between them, and know what each business keeps to itself — including its own subscription.",{"path":288,"title":289,"nav":289,"description":290},"\u002Fhelp\u002Fmore\u002Fsupport","Contact support","Send us a question or report a problem from inside the dashboard, and know what happens after you click send.",{"path":292,"title":293,"nav":294,"description":295},"\u002Fhelp\u002Fmore\u002Flanguages","Change the dashboard language","Dashboard language","Switch the Konvuno dashboard to another language, and understand how Konvuno picks one for you.",{"path":297,"title":298,"nav":298,"description":299},"\u002Fhelp\u002Fmore\u002Fclinic-mode","Clinic mode","What changes when Konvuno sets your business up as a clinic — the fixed topics in the chat, no contact form, and conversations kept for 30 days.",{"path":301,"title":302,"nav":302,"description":303},"\u002Fhelp\u002Fmore\u002Fglossary","Glossary","The words used across Konvuno — from allowance to widget — explained in plain language.",{"path":190,"section":178,"slug":305,"title":191,"nav":191,"description":192,"order":306,"html":307,"toc":308},"reading-a-conversation",2,"\u003Cp>Click any row in the list on the \u003Cspan class=\"kv-ui\">Conversations\u003C\u002Fspan> screen and the whole chat opens on the\nright, exactly as the visitor and the assistant wrote it.\u003C\u002Fp>\n\u003Cp>\u003Cfigure class=\"kv-shot\">\u003Cimg src=\"\u002Fhelp\u002Fshots\u002Fen\u002Fconversations\u002Ftranscript.webp\" alt=\"An open conversation: the header with its labels, the AI summary, the messages and the line at the bottom\" width=\"1600\" height=\"1213\" loading=\"lazy\" decoding=\"async\">\u003Cfigcaption>An open conversation: the header with its labels, the AI summary, the messages and the line at the bottom\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003C\u002Fp>\n\u003Ch2 id=\"the-header\">The header\u003Ca class=\"kv-anchor\" href=\"#the-header\" aria-hidden=\"true\" tabindex=\"-1\">#\u003C\u002Fa>\u003C\u002Fh2>\n\u003Cul>\n\u003Cli>\u003Cstrong>The name\u003C\u002Fstrong> — the visitor's name if they left their details in the contact form,\n\u003Cspan class=\"kv-ui\">Anonymous visitor\u003C\u002Fspan> if they did not, or \u003Cspan class=\"kv-ui\">Automated traffic\u003C\u002Fspan> for a\nconversation flagged as suspicious.\u003C\u002Fli>\n\u003Cli>\u003Cstrong>A short reference and the start time\u003C\u002Fstrong> under the name, such as\n\u003Ccode>conv_a793a2f9 · Sep 23, 05:37 AM\u003C\u002Fcode>.\u003C\u002Fli>\n\u003Cli>\u003Cstrong>\u003Cspan class=\"kv-ui\">Export\u003C\u002Fspan>\u003C\u002Fstrong> downloads the conversation as a text file. See\n\u003Ca href=\"\u002Fhelp\u002Fconversations\u002Ftags-and-export#export\">Tags and export\u003C\u002Fa>.\u003C\u002Fli>\n\u003Cli>\u003Cstrong>\u003Cspan class=\"kv-ui\">View lead\u003C\u002Fspan>\u003C\u002Fstrong> appears when the visitor left their details. It opens\ntheir lead under \u003Cspan class=\"kv-ui\">Leads\u003C\u002Fspan>. See \u003Ca href=\"#lead\">The lead\u003C\u002Fa> below.\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Ch2 id=\"labels\">The labels\u003Ca class=\"kv-anchor\" href=\"#labels\" aria-hidden=\"true\" tabindex=\"-1\">#\u003C\u002Fa>\u003C\u002Fh2>\n\u003Cp>The row of labels under the name says what happened in the conversation:\u003C\u002Fp>\n\u003Cul>\n\u003Cli>\u003Cstrong>\u003Cspan class=\"kv-ui\">New lead\u003C\u002Fspan>\u003C\u002Fstrong> — the visitor left their details, and nobody has changed\nthe lead's status yet.\u003C\u002Fli>\n\u003Cli>\u003Cstrong>\u003Cspan class=\"kv-ui\">Billed\u003C\u002Fspan>\u003C\u002Fstrong>, followed by a reason — the conversation counted toward\nyour plan. The reasons are explained below.\u003C\u002Fli>\n\u003Cli>\u003Cstrong>\u003Cspan class=\"kv-ui\">Handed off\u003C\u002Fspan>\u003C\u002Fstrong> — the visitor needed a person. See\n\u003Ca href=\"#handoff\">Hand-offs\u003C\u002Fa>.\u003C\u002Fli>\n\u003Cli>\u003Cstrong>\u003Cspan class=\"kv-ui\">Suspicious · excluded\u003C\u002Fspan>\u003C\u002Fstrong> — the conversation looked automated or abusive. It is\nnever counted toward your plan.\u003C\u002Fli>\n\u003Cli>\u003Cstrong>\u003Cspan class=\"kv-ui\">Preview\u003C\u002Fspan>\u003C\u002Fstrong> — your own test from the widget preview. It never counts\ntoward your plan, however well the assistant answered.\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp>Next to the labels:\u003C\u002Fp>\n\u003Cul>\n\u003Cli>\u003Cstrong>\u003Cspan class=\"kv-ui\">Source\u003C\u002Fspan>\u003C\u002Fstrong> — the website the chat happened on, such as\n\u003Ccode>northwheel.example\u003C\u002Fcode>. It helps when your widget runs on more than one site, for example your main\nsite and your shop. To protect your visitors' privacy, Konvuno saves only the website, never\nthe page the visitor was on. Some older conversations show no source.\u003C\u002Fli>\n\u003Cli>the conversation's tags and \u003Cspan class=\"kv-ui\">Add tag\u003C\u002Fspan>. See\n\u003Ca href=\"\u002Fhelp\u002Fconversations\u002Ftags-and-export#tags\">Tags and export\u003C\u002Fa>.\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Ch3 id=\"reasons\">Why a conversation counted\u003Ca class=\"kv-anchor\" href=\"#reasons\" aria-hidden=\"true\" tabindex=\"-1\">#\u003C\u002Fa>\u003C\u002Fh3>\n\u003Cdiv class=\"kv-doc-table\">\u003Ctable>\n\u003Cthead>\n\u003Ctr>\n\u003Cth>Reason after \u003Cspan class=\"kv-ui\">Billed\u003C\u002Fspan>\u003C\u002Fth>\n\u003Cth>What happened\u003C\u002Fth>\n\u003C\u002Ftr>\n\u003C\u002Fthead>\n\u003Ctbody>\u003Ctr>\n\u003Ctd>\u003Cspan class=\"kv-ui\">knowledge answer\u003C\u002Fspan>\u003C\u002Ftd>\n\u003Ctd>The assistant answered from one of your FAQs.\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd>\u003Cspan class=\"kv-ui\">catalog result\u003C\u002Fspan>\u003C\u002Ftd>\n\u003Ctd>The assistant found products or services in your catalog.\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd>\u003Cspan class=\"kv-ui\">business context answer\u003C\u002Fspan>\u003C\u002Ftd>\n\u003Ctd>The assistant answered a question about your business from your \u003Ca href=\"\u002Fhelp\u002Fknowledge\u002Fbusiness-context\">business description\u003C\u002Fa>.\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd>\u003Cspan class=\"kv-ui\">handoff\u003C\u002Fspan>\u003C\u002Ftd>\n\u003Ctd>The visitor needed a person. See \u003Ca href=\"#handoff\">Hand-offs\u003C\u002Fa>.\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd>\u003Cspan class=\"kv-ui\">lead captured\u003C\u002Fspan>\u003C\u002Ftd>\n\u003Ctd>The visitor sent the contact form.\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003C\u002Ftbody>\u003C\u002Ftable>\u003C\u002Fdiv>\n\u003Cp>The reason is the \u003Cstrong>first\u003C\u002Fstrong> thing that made the conversation count. A conversation counts only\nonce, so what happens later in it does not change the label.\u003C\u002Fp>\n\u003Ch2 id=\"summary\">The summary\u003Ca class=\"kv-anchor\" href=\"#summary\" aria-hidden=\"true\" tabindex=\"-1\">#\u003C\u002Fa>\u003C\u002Fh2>\n\u003Cp>Above the messages, \u003Cstrong>\u003Cspan class=\"kv-ui\">AI summary\u003C\u002Fspan>\u003C\u002Fstrong> sums the conversation up in one to\nthree sentences: what the visitor wanted and how it ended. It saves you reading a long chat to know\nwhether it needs you.\u003C\u002Fp>\n\u003Cul>\n\u003Cli>Konvuno writes it the first time someone in your team opens the conversation \u003Cstrong>after it has\nended\u003C\u002Fstrong>, while the box says \u003Cspan class=\"kv-ui\">Writing a summary…\u003C\u002Fspan>. A conversation ends\n30 minutes after its last message. It is saved, so everyone sees the same summary from then on.\u003C\u002Fli>\n\u003Cli>It is written in the dashboard language of whoever opens it first, whatever language the\nvisitor used.\u003C\u002Fli>\n\u003Cli>Conversations still going on, and conversations flagged as\n\u003Cspan class=\"kv-ui\">Suspicious · excluded\u003C\u002Fspan>, have no summary.\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cdiv class=\"kv-callout kv-callout--note\">\u003Cp class=\"kv-callout-label\">Note\u003C\u002Fp>\u003Cp>A summary is written by AI from the messages below it. When the details matter — a price, a\ndate, an address — check them in the conversation itself.\u003C\u002Fp>\n\u003C\u002Fdiv>\n\u003Ch2 id=\"the-messages\">The messages\u003Ca class=\"kv-anchor\" href=\"#the-messages\" aria-hidden=\"true\" tabindex=\"-1\">#\u003C\u002Fa>\u003C\u002Fh2>\n\u003Cp>The visitor's messages are on the right, the assistant's on the left, each with the time it was\nsent. The assistant's answers look the way the visitor saw them — bold words, lists and links\nincluded; a link opens in a new tab. \u003Ca href=\"\u002Fhelp\u002Fvisitors\u002Fanswers#cards\">Product cards\u003C\u002Fa> the visitor saw\nin the chat are not repeated here, but the answer that came with them is.\u003C\u002Fp>\n\u003Ch2 id=\"billing\">The line at the bottom\u003Ca class=\"kv-anchor\" href=\"#billing\" aria-hidden=\"true\" tabindex=\"-1\">#\u003C\u002Fa>\u003C\u002Fh2>\n\u003Cp>The strip at the bottom sums the conversation up in one sentence:\u003C\u002Fp>\n\u003Cul>\n\u003Cli>for a conversation that counted, that it was billable, with the reason;\u003C\u002Fli>\n\u003Cli>for one that did not, "Not billable — no answer from your knowledge, no hand-off and no lead.";\u003C\u002Fli>\n\u003Cli>for your own test, "A test from the widget preview — it never counts toward your plan.";\u003C\u002Fli>\n\u003Cli>for a suspicious one, "Excluded as suspicious traffic — not counted toward your allowance."\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp>On the right, it shows how many answers the assistant gave. That number does not affect your\nplan — a conversation counts once, however many answers it has. See\n\u003Ca href=\"\u002Fhelp\u002Fconversations#billable\">Which conversations count\u003C\u002Fa>.\u003C\u002Fp>\n\u003Ch2 id=\"handoff\">Hand-offs\u003Ca class=\"kv-anchor\" href=\"#handoff\" aria-hidden=\"true\" tabindex=\"-1\">#\u003C\u002Fa>\u003C\u002Fh2>\n\u003Cp>\u003Cfigure class=\"kv-shot\">\u003Cimg src=\"\u002Fhelp\u002Fshots\u002Fen\u002Fconversations\u002Fhandoff.webp\" alt=\"A conversation handed to the team: the hand-off labels and the button to the lead\" width=\"1600\" height=\"229\" loading=\"lazy\" decoding=\"async\">\u003Cfigcaption>A conversation handed to the team: the hand-off labels and the button to the lead\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003C\u002Fp>\n\u003Cp>The assistant hands a conversation over to you when the visitor:\u003C\u002Fp>\n\u003Cul>\n\u003Cli>asks to talk to a person;\u003C\u002Fli>\n\u003Cli>asks for something only you can do — a quote, a booking, an order or account matter; or\u003C\u002Fli>\n\u003Cli>asks for a specific detail your knowledge does not have, such as a price, availability or a\npolicy.\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp>It does not hand over questions it can answer, or off-topic requests.\u003C\u002Fp>\n\u003Cp>The visitor then sees the direct contacts you set up — email, phone, WhatsApp — and a button to\nleave their details in the \u003Ca href=\"\u002Fhelp\u002Fvisitors\u002Fcontact-and-handoff#form\">contact form\u003C\u002Fa>. The chat stays\nopen: they can keep asking questions in the same conversation. You choose those contacts on the\nwidget's \u003Cspan class=\"kv-ui\">Behavior\u003C\u002Fspan> tab — see \u003Ca href=\"\u002Fhelp\u002Fwidget\u002Fbehavior#contact\">How visitors reach\nyou\u003C\u002Fa>.\u003C\u002Fp>\n\u003Cp>What happens next depends on the visitor:\u003C\u002Fp>\n\u003Cul>\n\u003Cli>\u003Cstrong>They sent the contact form.\u003C\u002Fstrong> They are now a lead: you get an email, and\n\u003Cspan class=\"kv-ui\">View lead\u003C\u002Fspan> takes you to their details. See\n\u003Ca href=\"\u002Fhelp\u002Fleads\u002Fnotifications\">Lead emails\u003C\u002Fa>.\u003C\u002Fli>\n\u003Cli>\u003Cstrong>They did not.\u003C\u002Fstrong> They may call, email or message you directly using the contacts they were\nshown. Konvuno does not email you about a hand-off without the form, so check the conversations\nlabelled \u003Cspan class=\"kv-ui\">Handed off\u003C\u002Fspan> regularly — the\n\u003Cspan class=\"kv-ui\">Handed off\u003C\u002Fspan> filter lists them. See\n\u003Ca href=\"\u002Fhelp\u002Fconversations\u002Ffilters-and-search#filters\">Filters\u003C\u002Fa>.\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Ch2 id=\"lead\">The lead\u003Ca class=\"kv-anchor\" href=\"#lead\" aria-hidden=\"true\" tabindex=\"-1\">#\u003C\u002Fa>\u003C\u002Fh2>\n\u003Cp>When the visitor left their details, \u003Cspan class=\"kv-ui\">View lead\u003C\u002Fspan> opens their lead on the\n\u003Cspan class=\"kv-ui\">Leads\u003C\u002Fspan> screen — their email, phone, status and your notes. From there,\n\u003Cspan class=\"kv-ui\">View full conversation\u003C\u002Fspan> brings you back here. See\n\u003Ca href=\"\u002Fhelp\u002Fleads\u002Fworking-a-lead\">Work with a lead\u003C\u002Fa>.\u003C\u002Fp>\n\u003Cdiv class=\"kv-callout kv-callout--examples\">\u003Cp class=\"kv-callout-label\">How other businesses use it\u003C\u002Fp>\n\u003Cul>\n\u003Cli>\u003Cstrong>A plumber\u003C\u002Fstrong> opens every \u003Cspan class=\"kv-ui\">Handed off\u003C\u002Fspan> conversation first thing in\nthe morning and calls back the visitors who asked for an emergency visit.\u003C\u002Fli>\n\u003Cli>\u003Cstrong>A yoga studio\u003C\u002Fstrong> notices several conversations counted as\n\u003Cspan class=\"kv-ui\">business context answer\u003C\u002Fspan> about class prices and turns the answer into an\nFAQ, so it stays exactly as worded.\u003C\u002Fli>\n\u003Cli>\u003Cstrong>An online bookshop\u003C\u002Fstrong> reads catalog conversations to see which titles visitors looked for\nand did not find.\u003C\u002Fli>\n\u003Cli>\u003Cstrong>A travel agency\u003C\u002Fstrong> clicks \u003Cspan class=\"kv-ui\">View lead\u003C\u002Fspan> on every hand-off to see\nwhether the traveller also left a phone number before replying by email.\u003C\u002Fli>\n\u003C\u002Ful>\n\u003C\u002Fdiv>\n",[309,312,315,319,322,325,328,331],{"id":310,"text":311,"depth":306},"the-header","The header",{"id":313,"text":314,"depth":306},"labels","The labels",{"id":316,"text":317,"depth":318},"reasons","Why a conversation counted",3,{"id":320,"text":321,"depth":306},"summary","The summary",{"id":323,"text":324,"depth":306},"the-messages","The messages",{"id":326,"text":327,"depth":306},"billing","The line at the bottom",{"id":329,"text":330,"depth":306},"handoff","Hand-offs",{"id":332,"text":333,"depth":306},"lead","The lead",1791776018473]