Understand Every Message

Every conversation on your store is a signal. It tells you what shoppers want, where they get stuck, and what your content still misses. Flyweight turns that message stream into something you can use: full transcripts, recurring themes, and Resolution Analytics that show how much your AI Agent is handling on its own. Insights are built in and grounded in your real store data. You only pay for AI Interactions. Live chat and human takeover are included at no extra cost.

Why Conversation Insights Matter

Support conversations are some of the most honest feedback your store gets. Shoppers tell you, in their own words, what's confusing on a product page, which policy isn't clear, and what they expected to find but couldn't. Most stores lose that insight as soon as the chat ends.

When you can spot the patterns, the payoff adds up fast:

• Find the gaps in your content. Recurring questions point straight to the product description, FAQ, or shipping page that needs work.
• Catch friction before it costs you. If conversations keep stalling around checkout, sizing, or returns, that's a clear sign revenue is leaking.
• Coach the AI with real data. The questions your AI couldn't answer are the best ones to fix next, so it can resolve more over time. Feed them back in to turn your FAQ into an AI knowledge base your agent can use.

How It Works

Everything lives in one inbox. No exporting spreadsheets. No stitching together reports just to figure out what happened.

Full chat visibility

Open any conversation and read the full transcript: what the shopper asked, how the AI responded, and where a human stepped in. Past and active sessions sit side by side, so the context is always easy to find.

Themes, trends, and top questions

You don't need to read every chat one by one. See the top questions, recurring themes, and how they trend over time. The biggest friction points naturally rise to the top, so you know what to tackle first.

Filter to find what matters

Segment chat sessions and zero in fast. Filter on Fallback to surface the exact conversations the AI couldn't answer. It's one of the clearest to-do lists you'll get for improving content and Routings.

Resolution Analytics

See how many conversations the AI resolved on its own, how many needed a human, and how many fell back. That single view shows how much support load the AI is carrying today, and how that share grows as you close content gaps.

Benefits for Merchants and Customers

For Merchants

• One dashboard, real signal: transcripts, top questions, themes, and resolution rates, all in the same place you already work.
• A clear improvement loop: Fallbacks and friction points show you exactly what to fix in product pages, FAQs, and routing.
• Measure the AI's impact: Resolution Analytics shows what's being handled automatically, so you can track progress as you tune.
• No extra cost to learn: insights are part of the product, not locked behind a separate analytics tier.

For Customers

• Better answers over time: questions that used to fall back get fixed, so the next shopper gets a grounded, reliable reply.
• Less friction: the gaps you close are the same ones customers are actually running into.
• Privacy respected: insights come from conversation patterns, not from tracking individuals.

FAQ

Conclusion

Your conversations already contain the roadmap to a better store. You just need a way to read it. Flyweight turns transcripts, themes, and Resolution Analytics into a simple loop: see what shoppers ask, find what the AI missed, fix the content, and watch resolution improve. It's all grounded in your store's Knowledge Graph and included from day one, so understanding every message costs nothing beyond the AI Interactions you already pay for. Learn more about pricing or explore the rest of our features.