See Asa working - Asa Docs

Once Asa is live, your job shifts from setup to observation. This guide shows what to look at, what it means, and what to do next.

Review conversations

Navigate to Activity > Conversations in the sidebar. Every shopper conversation is listed here.

Conversations inbox showing list of conversations with status indicators

Filter with the tabs across the top:

Tab	What it shows
All Conversations	Every conversation Asa has had
Assisted	Resolved without human intervention
Redirected	Handed to your team — by Asa or at the shopper’s request

Each row shows a title, a one-line preview, and how long ago it happened. The badge on the right is the conversation status:

Status	What it means
Ongoing	Started but not yet marked assisted or redirected
Assisted	Asa resolved it without a human
Redirected	Escalated to your team
Low-Intent	Short or low-engagement thread
Closed	Conversation ended

Read a conversation

Open any conversation to see what happened between Asa and a real shopper.

Conversation detail showing shopper message, Asa response with product cards and shopper behavior events

Four areas to review:The conversation Does the reply sound like your brand? Is it accurate? Is the product recommendation relevant?Shopper behavior events A trail of storefront actions during and after the chat — product views, add to cart, remove from cart, cart nudges. This shows whether Asa influenced behavior, not only whether the shopper replied.Good and Sources

Good — mark a strong reply as a quality example.
Sources — trained content Asa used for that answer. Wrong answer? Sources tell you if it is a knowledge gap or poor source material.

Add Guidance and Add Snippet Top right of the conversation. Fix tone or add content without leaving the inbox.

Check shopper activity

Click User Activity in the top right of a conversation for the full picture of that shopper.

Section	What it shows
Profile	Name, email, and location when available
Storefront Events	What they did on your store in the selected period — context Asa uses in real time
Conversations	All prior chats with Asa — useful for returning shoppers or repeat escalations

Know what to look for

The inbox is a diagnostic tool, not a log. In your first week, watch for:Repeated redirected topics Same handover theme (returns, one SKU, an ingredient) → add or improve training, then retrain.Off-brand replies Tighten Configuration > Responses > Guidance → Communication Style.Rephrased questions Same question asked three ways → first answer was weak. Check Sources — the knowledge may exist but needs clearer structure.Assisted chats with add-to-cart Behavior events showing Add to Cart after Asa helped → note the question type and ensure strong coverage there.

Spend 10 minutes in the inbox daily for your first two weeks. You will learn more about performance and shopper needs than from reports alone.

For volume and trends over time, open Activity > Analytics once traffic grows.

Make Asa your own Shopify