Three screens under the Wyregraf menu show you how the chats are used: Conversations to read what was asked and answered, Knowledge Gaps to find what your content does not cover, and Analytics for the overall numbers. All three need the Manage Options capability (administrators by default).
Conversations #
Wyregraf → Conversations lists every saved conversation, from logged-in users and guests alike.
- Search conversation titles, or tick Also search message text (slower) to search inside the messages. The From and To dates and With messages only narrow the list further.
- Each row shows the title, the user (Guest for logged-out visitors), the number of messages and threads, and when the conversation started and was last updated.
- View opens the full conversation with each thread's messages and the sources the answers cited. Delete removes the conversation and all of its messages for good.
- Delete conversations older than N days clears old conversations in one step.
To delete old conversations automatically, set Conversation retention (days) under Wyregraf → Options → Chats. It counts from the last update and includes logged-in users' saved chats; 0 or empty keeps conversations forever. A visitor's own data can also be exported or erased with WordPress's Tools → Export / Erase Personal Data, where Wyregraf appears as "Wyregraf chat data".
Knowledge Gaps #
Wyregraf → Knowledge Gaps collects the questions your content could not answer and the answers visitors rated. Work through it every week or two: each entry points at a page worth writing or improving.
- Unanswered Questions lists retrieval questions where nothing matched. The Reason is No results (nothing was found at all) or Low confidence (the best match was below the chat's similarity threshold), and Best Match shows how close the nearest chunk came. A question is logged even when the chat still managed an answer from the conversation so far.
- Times Asked groups repeats, so the questions at the top are the gaps visitors hit most.
- Rated Answers shows the answers visitors rated with the thumbs buttons — thumbs-down first by default, with Thumbs up and All ratings in the Show filter.
Low-confidence entries often mean the content exists but is phrased differently from how visitors ask. Before writing a new page, try the question in the Retrieval Lab to see which chunk comes closest.
The unanswered-question log keeps entries forever unless you set Unanswered-question log retention (days) under Options → Chats, or use Delete entries older than N days on the screen.
Analytics #
Wyregraf → Analytics shows the totals for the last 7, 30, or 90 days.
- The tiles count Questions asked, Conversations, Unanswered questions, and Thumbs up / Thumbs down ratings.
- Questions per day charts the volume over the period.
- Top questions lists the most-asked questions with how often and in which chat — the place to look for the topics your content should cover best.
Logged questions are kept for 90 days by default; change Analytics question-log retention (days) under Options → Chats (0 keeps them forever).
Related #
- What Visitors Can Do in the Chat — the rating buttons visitors use.
- Improving Answer Accuracy — what to change once you know where the gaps are.
- Are conversations saved?
