What are Chatlogs?
Chatlogs let you see every conversation where the AI agent participated. Some are resolved entirely by the AI, others are escalated to human agents. While some chats also appear in your helpdesk (e.g., Intercom, Zendesk), the Chatlogs page in Ordemio shows the full history.
💡 Use Chatlogs to check AI performance, review sources used in replies, and quickly refine your knowledge base.
How it works
Left column: shows the 50 most recent chats if no filters are applied.
Middle section: displays the conversation, including tools and data sources used in replies. Use Refine response to improve coverage. When you click it, the Add Q&A window opens with two fields: Question and Answer. Once saved, the entry is added to the Q&A section of your Knowledge Base to refine future responses.
Right column:
Chat details: source, total messages in the selected chat, start date, and last message date.
User data: shows information pulled from integrations (e.g., Intercom, Zendesk) with a direct link to the original chat.
Filters (top bar)
You can narrow down chats using these filters:
Chat status (All chats dropdown):
Escalated: chats handed over to a human agent. Marked with the support agent icon 🎧 in both the left column and Chat details section.
Not escalated: chats fully handled by the AI agent.
Feedback dropdown:
Thumbs up: positive feedback (highlighted in green).
Thumbs down: negative feedback (highlighted in red).
Start date / End date: choose a date range.
After applying filters:
Reset filters clears all filters and reloads the 50 most recent chats.
Export prepares a CSV with all chats matching your filter settings (may take a moment to generate).
Use cases
Quality-check AI answers before scaling automation further.
Track escalations to human agents.
Spot gaps in knowledge and add missing Q&A directly.
Review customer feedback (thumbs up/down) for improvement.
Export chat history for audits or reports.
💡 Best practice
Regularly scan “thumbs down” chats and refine them into new Q&A entries. This keeps your Knowledge Base aligned with real customer needs.
💡 Business value
Chatlogs provide a single place to audit AI performance, reduce repetitive reviews, and continuously improve responses without waiting for customer complaints.
Why use Chatlogs?
See every AI-involved conversation in one place.
Monitor escalations and feedback with clear filters.
Improve knowledge coverage directly from chat history.
Export clean data for reporting and performance reviews.
Strengthen trust in automation through transparency.