Do Playground chats appear in Logs?

Yes. Playground messages are logged like shopper messages. To hide your team's testing, tag your team's addresses under Security > IP access > Whitelisted IPs, then set that tag to Exclude under Whitelist tags in Logs.

How do I get a whole conversation?

The preview shows up to 10 messages before and 10 after the one you opened. To get every message of a chat, search for its Chat ID and select Export. Export downloads the messages that match your search and filters, as a CSV file.

Are messages from a blocked IP address in Logs?

No. Messages from a blocked address are refused before they are logged.

Does rating a message in the preview change anything?

Yes. Helpful, Not helpful and Neutral in the preview save feedback on that message. It counts in Feedback Logs and in the feedback totals above the list.

Find a conversation in Logs

Go to Assistant > Logs and type a word from the message, part of a Chat ID or an IP address in Search here..., then press Enter. Narrow the results with Date range. Hover over a row and select Preview conversation to read the messages around it.

Before you start

Use this guide to see what the AI Shopping Assistant told a shopper, for example after a complaint or negative feedback, or to find a visitor’s IP address before you block it. Logs lists every message, from shoppers and from the assistant, newest first.

Logs is part of the Webscale AI console. The AI Shopping Assistant app from the Shopify App Store doesn’t include it.

Steps

Find a conversation in Logs

Go to Assistant > Logs. The newest messages are at the top.
In Search here..., type a word from the message, part of a Chat ID or an IP address, then press Enter.
To narrow it down, open Date range and pick a period, such as Last 30 days.
Hover over the row and select Preview conversation. Log details shows the messages around it.

Go to Assistant > Logs. The newest messages are at the top.
In Search here…, type a word from the message, part of a Chat ID or an IP address, then press Enter. An address such as 198.51.100.17, or its start, searches the IP Address column only.
Optional: open Date range, pick a period such as Last 30 days and select Apply.
Hover over the row and select Preview conversation, or double-click the row. Log details opens on the Preview tab.

Check that it worked

In Log details, the message you opened is marked Selected message, with its Message ID. The Chat ID at the top identifies the whole conversation. Visual View and JSON show the same message’s details.

To see only messages that shoppers rated, select Feedback Logs.

Troubleshooting

Problem	Fix
A single click on a row does nothing	Hover over the row and select Preview conversation, or double-click the row
Too many results	Search for more of the message or the Chat ID, or set a Date range. Clear resets the search and filters
“No logs found”	Check the spelling and the Date range. Then select Clear and search again
Your team’s testing fills the list	Tag your team’s addresses in Whitelisted IPs, then set the tag to Exclude under Whitelist tags

Frequently asked questions

Do Playground chats appear in Logs?: Yes. Playground messages are logged like shopper messages. To hide your team's testing, tag your team's addresses under Security > IP access > Whitelisted IPs, then set that tag to Exclude under Whitelist tags in Logs.
How do I get a whole conversation?: The preview shows up to 10 messages before and 10 after the one you opened. To get every message of a chat, search for its Chat ID and select Export. Export downloads the messages that match your search and filters, as a CSV file.
Are messages from a blocked IP address in Logs?: No. Messages from a blocked address are refused before they are logged.
Does rating a message in the preview change anything?: Yes. Helpful, Not helpful and Neutral in the preview save feedback on that message. It counts in Feedback Logs and in the feedback totals above the list.