Understand Every Message

Every conversation on your store is a signal — about what shoppers want, where they get stuck, and what your content still doesn't answer. Flyweight turns that stream of messages into something you can actually act on: full transcripts, recurring themes, and Resolution Analytics that show how much your AI Agent is handling on its own. Insights come built in, grounded in your real store data — you only pay for AI Interactions, with live chat and human takeover included free.

Why Conversation Insights Matter

Support conversations are the most honest feedback your store ever 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 let all of that disappear the moment a chat closes.

When you can see the patterns instead, the value compounds:

• Find the gaps in your content. Recurring questions point straight at a product description, FAQ, or shipping page that needs work.
• Catch friction before it costs you. Spotting where conversations stall — checkout, sizing, returns — tells you where revenue is leaking.
• Coach the AI with real data. The questions your AI couldn't answer are exactly the ones to fix, so it resolves more of them next time — feed them back in to turn your FAQ into an AI knowledge base the agent can lean on.

How It Works

Everything lives in one inbox, so you're never exporting spreadsheets or stitching together reports to understand what happened.

Full chat visibility

Open any conversation and read the complete transcript — what the shopper asked, how the AI responded, and where a human stepped in. Past and active sessions sit side by side, so context is always one click away.

Themes, trends, and top questions

Instead of reading every chat one by one, see the top questions, recurring themes, and how they trend over time. The friction points rise to the top on their own, so you know where to focus first.

Filter to find what matters

Segment chat sessions to narrow in fast. Filter on Fallback to surface exactly the conversations the AI couldn't answer — the clearest to-do list you'll get for improving content and Routings.

Resolution Analytics

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

Benefits for Merchants and Customers

For Merchants

• One dashboard, real signal: transcripts, top questions, themes, and resolution rates in the same place you already work.
• A clear improvement loop: Fallback and friction points tell you precisely 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 see progress as you tune.
• No extra cost to learn: insights are part of the product, not a premium analytics tier.

For Customers

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

FAQ

Conclusion

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