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Updated on Oct 17, 2026

Review AI Chat Transcripts

Learn how to review saved AI chat transcripts, inspect conversations attached to leads, generate summaries, and manage transcript retention safely.

Review AI chat transcripts in Dragwyb Click to Chat to understand visitor questions, the AI Assistant’s replies, and the context behind a captured lead. The plugin provides a Chat Sessions screen for saved conversations and a conversation history section inside an individual AI lead record. Which view you use depends on whether you are reviewing a general chat session or following up on a specific lead.

Before you begin: enable conversation history

The Chat Sessions screen is available only when chat history is enabled in the chatbot settings. In WordPress admin, open Click to Chat → AI Assistant → Chatbot Settings, then open the Advance tab and find Conversation History & Retention Policy. Enable it if you want the plugin to persist sessions, then review the retention policy and save your settings.

The retention selector includes Keep Forever (No Auto-Delete) and automatic cleanup options for sessions older than 7, 14, 30, 60, 90, 180, or 365 days. Choose a period that matches your privacy notice and business requirements. The default value shown in the source is 0 days (keep forever) unless changed in saved settings. Do not retain transcripts indefinitely unless that is appropriate for your site.

Open saved chat sessions

  1. In WordPress admin, open Click to Chat → AI Assistant.
  2. Select Chat Sessions in the AI Assistant navigation. This navigation item is hidden when conversation history is disabled.
  3. Find the session using the search field, provider filter, or newest/oldest sorting controls.
  4. In the row you want to inspect, select the eye-shaped View session control to open the transcript.

The session list can show the visitor email or Guest User, provider, creation date, last-message preview, and available sentiment or intent badges. The screen also has conversation analytics, a configurable load limit, pagination, and an Export CSV option.

Screenshot to add: Replace the empty image above with a real screenshot of Click to Chat → AI Assistant → Chat Sessions. Show the session list and the View session action, using a test session or redacting email addresses and message content. This image is a placeholder, not a captured screenshot.

Read a session transcript

  1. Open a session with View session.
  2. Read the messages in order and use the displayed timestamps when available to understand the sequence.
  3. Check the session’s provider and model metadata if you need context about which AI setup handled the conversation.
  4. If a summary exists, review the AI Executive Summary section for the visitor’s goal, key questions, and suggested next action.
  5. Close the modal with its close control or select Return to Sessions to go back to the list.

If the modal says No messages in this session, the saved session may not contain a readable message array. Check whether chat history was enabled for that conversation and whether the session has been affected by retention cleanup. Do not assume a missing transcript means the visitor never chatted.

Review the conversation attached to a lead

When you are following up on a captured lead, review the conversation from the lead record so you can see the submitted details alongside the discussion.

  1. Open Click to Chat → AI Assistant → AI Leads.
  2. Find the lead and open its details.
  3. Scroll to Full Conversation History. The section shows the message count when messages are available.
  4. Review visitor/customer messages and AI or human-agent replies, then compare them with the lead’s contact details, requirement, score, intent, and current status.
  5. If the section says No chat messages recorded, the plugin may have no associated history to display. The lead requirement can be shown as a fallback message in some records, so distinguish that from a complete transcript.

Lead transcript retrieval first looks up the lead’s linked session. If the session messages are empty and a related support ticket is found, the plugin can fall back to the ticket’s stored messages. This means the visible conversation can come from session history or, in supported cases, ticket history.

Generate or refresh an AI summary

Inside the session transcript modal, use Generate Summary to request a structured summary. If a summary already exists, the control changes to Regenerate. The summary can include the visitor’s goal, key questions, topics, sentiment, intent tag, and a suggested next action. The screen shows an in-progress state and a success or error notice.

Summary generation sends up to the most recent 30 transcript messages to the configured AI provider for analysis, then stores the returned summary and associated sentiment and intent values with the session. If the AI call fails or the response cannot be parsed, the source includes a simpler fallback summary. Treat the result as an aid to review, not a verified record of the visitor’s intent. Only generate summaries when your site’s data policy permits sending conversation content to the configured provider.

Print, export, and delete carefully

  • Print Chat Transcript: In the transcript modal, select this option to open a print-friendly view. If the browser blocks the new window, allow pop-ups for your admin site and try again.
  • Export CSV: On the Chat Sessions screen, this exports session email/guest label, provider, model, last-message preview, created date, and updated date for the currently filtered list. It is not a full transcript export.
  • Delete session: Use the trash action only when deletion is intended. The interface asks for confirmation, and the operation is permanent for that session. Confirm any applicable retention or legal requirements first.

Protect transcript data

Transcripts may contain personal details, support requests, or other sensitive visitor information. The plugin registers the administrative session-list, deletion, and summary endpoints with a manage_options capability check. Limit administrator access to trusted staff, redact screenshots and exported files, and follow your site’s privacy, retention, and deletion policies. The capability check does not replace your responsibility to manage downloaded copies or third-party AI processing appropriately.

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