Customer question map: see what shoppers ask about
The Customer question map groups the questions shoppers asked in the chat on your product pages over the last 30 days into themes, and places them on an interactive map. Use it to spot what shoppers keep asking about, such as sizing, shipping or returns, without reading every conversation.
The map is available on every plan. It appears once your store has 100 conversations and enough different questions from the last 30 days.
Where to find it
In the Olvio admin, open Conversations. The map is the card below the Conversations and Unanswered tabs, above the conversation list.
The map doesn't change when you use the tabs or the search of the conversation list. If your store has no conversations yet, the page shows No conversations yet instead of the map card.
When the map appears
Until your store has 100 conversations, the card shows your progress, for example 40 of 100 conversations so far — 60 more before the map appears.
How conversations are counted:
The count is the number shown next to All in the tabs of the conversation list.
Olvio Advisor conversations (Growth and Scale) count too.
Conversations older than your plan's conversation history (30 days on Starter, 90 on Growth, 365 on Scale) are deleted and no longer count. See Compare Starter, Growth, and Scale plans.
When you reach 100 conversations, the card shows the map if Olvio has already built one overnight. Otherwise it reads You have 120 conversations — enough to generate your first map. Olvio builds the map overnight, or you can click Build map now to build it right away.
Build or rebuild the map
Olvio rebuilds the map every night, so it follows the last 30 days. Next to the Rebuild button, the card shows when the map was last built, for example Updated 5 h ago.
Once your store has 100 conversations, you can also build the map yourself:
In the Olvio admin, open Conversations.
Click Build map now if the card doesn't show a map yet, or Rebuild if it does.
Wait while the button shows a spinner. The map appears in the card when the build is done.
Each build that produces a map, overnight or manual, uses your Anthropic API key to name its themes. See What uses your Anthropic API key, and what doesn't.
Olvio can start building the map overnight, and naming its themes with your API key, before your store reaches 100 conversations. The card only shows the map from 100 conversations.
What the map shows
Below the title, a summary gives the number of questions and themes, for example 320 unique questions from the last 30 days, grouped into 8 themes.
Each dot is one unique question. Questions written the same way are merged into a single dot, even when capitalization, accents, common punctuation or extra spaces differ.
Bigger dots are questions shoppers asked more often.
Dots of the same color belong to the same theme. Dots close to each other have a similar meaning.
Each theme has a label with its name and, in parentheses, the number of times its questions were asked, for example Shipping (84).
A map has up to 10 themes. The more different questions there are, the more themes Olvio creates.
When your store has a very large number of different questions, the map shows a selection of them and the summary adds Sampled for performance — repeated questions are always included.
Explore the map
Drag the map to move around.
Zoom with your mouse wheel, or with the + (Zoom in) and − (Zoom out) buttons in the bottom-right corner of the map.
Click ⟲ (Reset view) or double-click the map to go back to the starting view.
Hover over a dot to see the question, how many times it was asked (for example Asked 3×, shown only when it was asked more than once) and its theme.
Click a dot to keep its details open. Click it again, or press Escape, to close them.
Click a theme label to highlight that theme: the other dots fade and the other labels are hidden. To see every theme again, click All themes ← in the top-left corner of the map, or click the label again.
Press Escape to clear the theme selection and close a dot's details.
Which questions are included
Messages shoppers sent in the chat on your product pages in the last 30 days, including follow-up messages in the same conversation. On very busy stores, the map uses the most recent of these messages.
Questions asked in Olvio Advisor aren't included. See What is Olvio Advisor?
Very short messages, such as ok or yes, are left out.
Before saving a question, Olvio replaces email addresses, phone numbers, card numbers, some ID number formats and secret keys with placeholders, so some questions show text such as
[email redacted].Questions asked in different languages can be grouped in the same theme when they mean the same thing.
Questions are kept for the same period as your conversations, which depends on your plan, and are deleted about 48 hours after you uninstall Olvio.
Theme names and languages
Olvio uses your Anthropic API key and the Claude model you chose to give each theme a short name.
Names are written in your store's default language when it's English, French, German, Spanish, Italian or Portuguese, and in English otherwise, whatever language shoppers used.
The language of your Olvio admin doesn't change them. If you change your store's default language, the names follow at a later build. Click Rebuild a few minutes after the change to update them; if they're still in the previous language, they switch at the next nightly build.
Themes are recalculated at every build, so their names, colors and positions can change from one day to the next.
If no API key is saved or naming fails, Olvio keeps the names of the previous map if it's still available and has the same number of themes; these names may not match each theme's questions exactly until the next successful naming. Otherwise, some or all themes get numbered names such as Theme 1 and Theme 2.
If the map doesn't appear or a build fails
If the card still reads enough to generate your first map after a night, click Build map now. If the map can't be drawn, you see: There aren't enough different questions from the last 30 days to draw a readable map yet. Try again in a few days. Your store has at least 100 conversations, but the last 30 days don't hold enough different questions yet, for example because many conversations are older, shoppers keep asking the same few questions, or many of your conversations are Olvio Advisor conversations, which count toward the 100 but aren't included in the map. Olvio tries again every night.
A map that is already shown stays in place when a rebuild fails. It stays visible for about a day after its last successful build. After that, the card shows Build map now again until a build succeeds.
Something went wrong while building the map. Try again later.
Too many requests, please wait a moment. Wait a moment, then try again.
Themes named Theme 1, Theme 2 and so on (or the same word in your store's language, such as Thème 1): Olvio couldn't name the themes. Make sure your Anthropic API key is connected and still valid, and that your Anthropic account has credit left, then click Rebuild. If the names are still numbered, try again later. See Connect your Anthropic (Claude) API key.
Put the map to work
Large themes show what many shoppers want to know while looking at your products. For example, a large sizing theme means many shoppers had a sizing question.
Make that information easier to find on your product pages, for example with a clearer size chart.
Give Olvio the details it needs to answer, with a knowledge file or product-specific notes. See Add knowledge files and web pages to Olvio's knowledge base and Add product-specific notes with the custom.olvio_knowledge metafield.
Turn frequent questions into suggested questions on your product pages. See Customize the suggested questions on your product pages.
Check the Unanswered tab for questions Olvio couldn't answer. See Find and fix knowledge gaps on the Unanswered tab.
A theme with only a few questions is a weak signal. Start with the largest themes and watch how they change over time.