Audit exactly how Garrio handled shopper conversations, see which chats stayed in self-service, and review the edge cases that still deserve a human look.
This is the report you open when a merchant asks, `What did the assistant actually say?` It turns a score, feedback cluster, or escalation into the underlying conversation so you can verify what happened before changing policy, Knowledge, or staffing.
The live route is opinionated. It does not dump every transcript into one long list first. It starts with `Needs attention now`, highlights support-contact outcomes, and makes repeat trouble easy to inspect.
In the embedded app the page title is `Chat Health & Review`. Merchants still reach it from the `Transcripts` entry in Insights, but the live title is worth calling out because that is what they will actually see in Shopify.
The default review view surfaces the conversations most worth auditing first.
Use this tab to inspect chats that became human follow-up or where the shopper chose email instead.
Use the broad view when you want to audit assistant quality beyond just the obvious misses.
Review conversations where Garrio kept the customer in chat, offered support contact, or where the customer reached your team.
Stayed in chat
1180
Conversations that stayed fully in chat without a support handoff.
Garrio offered support contact
96
Chats where Garrio offered a support contact form, but the customer did not send it.
Customer contacted support
34
Chats where the customer actually sent a support request to your team.
Chose email instead
27
Customers who skipped chat and sent an email from the welcome screen.
Customer product feedback
142
Conversations that surfaced feedback about products or ordering experience.
Only conversations with clear signs of customer friction or unresolved follow-up appear here.
Why this is here: Garrio offered support contact, but the customer did not submit it.
Support outcome: Garrio offered a support contact form, but the customer did not send it.
Review focus: Customer product feedback
Why this is here: The customer needed an inventory or availability answer Garrio could not confidently provide.
Support outcome: The conversation stayed in chat without a support handoff.
Review focus: Availability information may be missing or unclear
Why this is here: The customer contacted your team for follow-up.
Support outcome: The customer sent a support request to your team from chat.
Review focus: Customer contacted support
Why this is here: The customer chose email instead of chat. Garrio analyzed the request afterward so you can still spot repeat issues.
Support outcome: The customer skipped chat and chose to send an email from the welcome screen.
Review focus: Customer chose email instead of chat
Use the summary cards to see whether customers are staying in self-service, choosing email instead, or forcing a support handoff. Then open the transcript that best represents the pattern you are seeing.
The most valuable misses are usually subtle: a missing product link, an unclear availability answer, or a chat that should have stayed automated but ended up in support anyway. Transcripts makes those visible before they turn into repeat complaints.