Pick a conversation
Select any closed conversation from your inbox or click "Replay" on the conversation detail page.
Conversation Replay
Test every change before your customers feel it.
Replay past conversations against your current AI configuration. Compare original responses side by side with what your AI would say now — with full retrieval, confidence, and escalation data.
- Full pipeline replay
- Side-by-side comparison
- Deterministic verdicts
Replay Results
3
Improved
4
Unchanged
0
Worsened
Improved Exchange #8 — Facebook login
Improved Exchange #10 — Support email
Same Exchange #1 — Greeting
1 Query synthesis Done
2 Embedding & retrieval Done
3 AI response generation Running
4 Verdict computation Pending
Message 5 of 7
Full pipeline
Re-run every step of the AI pipeline
Each user message goes through query synthesis, embedding, knowledge base retrieval, and response generation — exactly what happens in production. The only variable is your current configuration: prompts, knowledge base, and model.
Confidence
none → high
Retrieval
filtered → 3 chunks
Escalation
missed → triggered
Verdict
Improved
Deterministic signals
Objective data, not subjective judgment
Every exchange is scored using measurable signals — confidence levels, retrieval quality, and escalation behavior. You see exactly what changed in the pipeline. Response quality is left to the human reviewer.
Improved Exchange #8
Expanded Same Exchange #1
Collapsed Same Exchange #2
Collapsed Improved Exchange #10
Expanded Actionable results
Focus on what changed, skip the noise
Unchanged exchanges are collapsed. Improved and worsened exchanges are front and center with full retrieval source data, relevance scores, and a clear change summary.
How it works
Three steps to regression-test your AI
No setup required. If you have past conversations, you can replay them.
Run the replay
Each user message is re-run through your current AI pipeline — query synthesis, retrieval, and response generation.
Review the comparison
See original vs. replayed responses side by side with retrieval data, confidence scores, and an automated verdict.
Pricing
Free live chat for your whole team.
Unlimited conversations. 10 seats. No credit card needed. Upgrade when you're ready — paid plans from $49/mo. Learn more about the free plan →
Free
For teams who want live chat on their site. Your first shared inbox.
$0
Key features included:
Unlimited live chat
Answer your customers directly, no conversation limits.
- 10 seats included
- 10 AI monthly active contacts
- Web chat and WhatsApp channels
- Shared team inbox
- Smart escalation
- Contacts, companies, notes, tags, and identities
Starter
For small teams launching AI support across web chat and WhatsApp with a shared inbox and grounded answers.
$49 per month
All the Free features, plus:
AI-Assisted support
AI answers from your knowledge base, grounded in your docs.
- 200 active contacts / month
- Unlimited AI conversations
- 250 pages and documents
- Website crawl and knowledge sync
- Basic live dashboard
Growth
Most popularFor teams running support across web chat and WhatsApp with analytics, AI insight, and knowledge operations.
$149 per month
All the Starter features, plus:
Advanced analytics
Sentiment, resolution tracking, and knowledge gap insights.
- 750 active contacts / month
- 10 seats, 3 workspaces
- 1,000 pages and documents
- Sentiment, resolution, and CSAT reporting
- Knowledge gaps and custom answers
- Confluence integration
Business
For larger teams that need higher volume, broader workspace coverage, and deeper support operations tooling.
$349 per month
All the Growth features, plus:
Priority operations
High-volume support with dedicated onboarding and priority support.
- 2,000 active contacts / month
- 25 seats, 10 workspaces
- Unlimited pages and documents
- Priority support
- Volume pricing
FAQ
Conversation Replay FAQs
What does a replay actually re-run?
A replay feeds each original user message through the full current AI pipeline: query synthesis, embedding, knowledge base retrieval, and response generation. It uses the same conversation history the original had, so the only variable is your current configuration. Learn more
Does replay use the current or original conversation history?
Original. When replaying message N, the AI sees the original messages up to that point — not the replayed responses. This isolates the test to your current pipeline configuration without cascading effects.
How is the improved/worsened verdict determined?
Verdicts are based on deterministic signals only: confidence level changes, retrieval quality differences, and escalation behavior. The system does not attempt to judge response quality subjectively — that is left to the human reviewer who can read both responses side by side.
Can I replay multiple conversations?
Yes. Each replay runs independently as a background job. You can queue several replays and review their results from the Replays dashboard. Learn more
Does replay cost AI credits?
Yes. Each replayed exchange makes a real call to the AI model with full retrieval. The cost is equivalent to the conversation happening live. Replay usage is tracked in your billing dashboard.
Ship AI changes with confidence
Stop guessing whether your changes improved things. Replay and see.