Sohay → Conversations holds every chat the widget has had. Not a sample, not the recent ones — all of them, stored in your own database on your own site.
Why it is worth reading
The inbox is the closest thing you have to a transcript of what people actually want from your site. It tells you:
- Which questions come up over and over. Those are your next Knowledge Base articles, and they are the highest-value ones you will ever write.
- Where the chatbot said it did not know. Every one of those is a gap you can close.
- How people phrase things. Real wording, not the wording you assumed. Retitling an article to match how people actually ask is often the whole fix.
A support inbox usually only shows you the questions people cared enough to email about. This shows you the ones they would not have bothered to ask a human.
What a conversation holds
Opening one shows the full exchange in order: what the visitor asked, what the assistant replied, and anything a member of your team said if they stepped in.
Tool results are stored with the conversation too, so on a WooCommerce store a product card or cart summary is still there when you scroll back weeks later — the visitor sees exactly what they saw at the time.
Where a reply came from is always visible. Assistant answers carry an AI marker; a person’s replies carry their name and picture.
Who can see it
By default, every WordPress administrator. Sohay ships five capabilities so you can be more precise than that — a support agent who can read and reply without reaching your API keys, for instance.
Non-administrators holding only the view capability are scoped to conversations assigned to them or unassigned, rather than the whole inbox. Giving your team access without making them admins covers the full picture.
What it is not
It is not a ticketing system. There is no SLA tracking, no macros, no customer records. It is a place to read what was said, answer where you need to, and file the rest.
Where to go next
Searching, filtering and sorting conversations for finding one, and Assigning, pinning and closing conversations for working through them.
