Chats a shopper has with Olvio are saved as conversations. Open Conversations in the Olvio app menu to read past exchanges, see which ones led to an add to cart or an order, and spot the questions shoppers keep asking.

The page is available on the Starter, Growth and Scale plans. It lists product page chats and Olvio Advisor conversations. Olvio Advisor is available on the Growth and Scale plans (see What is Olvio Advisor?). Olvio doesn't record conversations while your store has no plan.

When your store has no saved conversations, for example before the first chat or once all of them are older than your plan's conversation history, the Customer question map card and the list are replaced by No conversations yet.

Conversations are listed newest first. Each row shows:

For long chats, Customer question and Messages reflect only the messages Olvio still keeps (see Read a transcript below).

Click a row to open the transcript.

The list covers your 500 most recent conversations, 50 per page. The number next to the All tab counts every conversation Olvio keeps for your store, so it can be higher than the number of conversations you can browse.

Use the tabs above the list to narrow it down: All, Added to cart, Converted, Product page and Advisor.

To search, click the search icon next to the tabs and type in the Search questions or product field. The list keeps the conversations whose first question or product title contains your text. If nothing matches, the list shows No conversations match.

Tabs and search apply to your 500 most recent conversations. For details, see Filter and search conversations.

The transcript page is titled Conversation # followed by a short reference. Olvio Advisor transcripts are all titled Conversation #advisor:. Added to cart and Converted badges appear next to the title when they apply, and the start date and time sit underneath. The page has three cards:

Olvio keeps only the most recent messages of each conversation (the last 20 for product page chats), so the transcript of a longer chat starts partway through.

The Order link opens the order in your Shopify admin in a new tab. It shows Shopify's order ID, a long number, not the order name such as #1001. If several orders are linked to the conversation, Revenue adds them all up and the link opens one of them.

To move between conversations without going back to the list, use the arrow buttons. The counter, such as 3 of 120, shows where you are. The left arrow opens the newer conversation and the right arrow the older one. The arrows go through all your conversations, whatever tab or search you used in the list. Click the back arrow next to the title to return to the list.

Once Olvio answers a shopper's message, the widget adds a technical attribute named _olvio_session to their Shopify cart. It isn't meant to be shown to shoppers, but depending on your theme and notification templates it may appear on the cart page or in order emails. It carries the anonymous session ID of the conversation, and Shopify copies it into the order at checkout. This is how Olvio links carts and orders to conversations.

The window is a fixed 7 days. Orders are linked only while your store has a plan. If the shopper closes the tab and checks out later with the same cart, the order is still linked. If they buy from another device or browser, it isn't.

If the page reloads during a chat, for example after the shopper uses Olvio's add-to-cart button, the shopper's next message can start a new conversation. The chat is then split in two: the earlier conversation keeps the messages sent before the reload and can show Added to cart, and an order placed after that message is linked to the newer conversation.

One order can appear on several conversations: when a shopper has more than one conversation in the same session, for example on different product pages or in Olvio Advisor, each of those conversations within the window shows the order and its revenue. See How conversion attribution works.

Conversations are stored under an anonymous session ID, with no name, email address, phone number or postal address attached. Olvio's AI is instructed never to ask shoppers for personal information and not to repeat personal data a shopper shares. Before a conversation is saved, Olvio replaces email addresses, phone numbers, card numbers, some ID number formats and secret keys with placeholders such as [email redacted], in the shopper's messages and in Olvio's replies. Other details, such as names or street addresses, aren't detected and can remain in the transcript, so we recommend inviting shoppers not to share sensitive information in the chat.

Conversations are deleted automatically when they are older than your plan's conversation history (30 days on Starter, 90 on Growth, 365 on Scale), counted from the start of the conversation. On the Scale plan, conversations older than about 90 days no longer show whether they led to an add to cart or an order: in the list, Added to cart and Outcome show a dash, the Outcome card of the transcript shows No for both, and these conversations don't appear under the Added to cart and Converted tabs. The conversation history follows your current plan, so moving to a plan with a shorter conversation history also removes the older conversations. You can't delete individual conversations from the admin.

When you uninstall Olvio, all your conversations are deleted about 48 hours later. See What happens to my data when I uninstall Olvio.

Olvio (Topicimes) staff can view your store's data through an internal, read-only console. It shows the same dashboards, conversation lists, transcripts (with the linked order, where there is one) and Customer question map as your Olvio admin, plus account and operational information such as your plan, install date, attributed revenue and technical health. The console is used only for support, incident diagnosis and service quality control. Access is limited to people Topicimes authorizes, protected by single sign-on, and every access is logged. See What data Olvio collects about your shoppers.