Once your widget is live, Hello Maggie runs in the background — answering questions, capturing leads, and handling the first layer of every visitor conversation. But the dashboard is where you turn those conversations into real outcomes. This guide walks through everything you'll actually use day to day: checking your leads, reading transcripts, stepping in for a live chat, and keeping things tuned over time.
Your dashboard at a glance
The main dashboard gives you an immediate read on how things are going. The stat cards at the top show total conversations, leads captured, handoff requests, and your monthly conversation usage. Below that you'll find your most recent leads and latest conversations — a quick way to spot anything that needs following up without digging through menus.
Bookmark this page. It's the fastest way to start your working day.
Managing your leads pipeline
Every time a visitor shares their contact details in a conversation, a lead card is created and lands in the New column. The pipeline has four stages:
- New — just captured, not yet contacted
- Called — you've reached out
- Booked — appointment or job confirmed
- Not interested — not a fit right now
To move a lead on desktop, drag its card into the next column. On mobile, use the tab bar at the top to switch between stages and tap any card to open it.
Opening a lead
Clicking or tapping a lead opens the detail panel. From here you can:
- Call or email directly — tap the phone or email pill to open your default app
- Change the status using the pill buttons
- Add private notes that only you and your team can see
- Read the full conversation transcript to understand exactly what the visitor asked
- Archive the lead once it's resolved — keeps your pipeline clean without losing the record
- Delete it permanently if it's irrelevant
Notes save automatically when you click away — there's no save button to remember.
Reading your conversations
The conversations page shows every chat session your widget has had, newest first. Each row shows the visitor's opening message, the date and time, message count, and any badges — a green Lead badge if they left contact details, or a Live chat badge if a handoff was involved.
Click any row to open the full transcript.
This is the most useful tool for improving your setup over time. If you see Maggie give a vague or incomplete answer to a question that comes up repeatedly, that's your cue to add a specific FAQ for it. You can delete individual conversations using the trash icon that appears on hover, or use the Select button to bulk-delete several at once.
Live handoff — stepping in when it matters
Sometimes a visitor wants to speak to a real person rather than the AI. They can request it directly from the chat widget without leaving your website.
When a visitor taps Talk to a real person, a notification appears immediately in your dashboard.
You have two options: Accept to take over the conversation live, or Decline if you're unavailable — Maggie will let the visitor know and offer to take their details instead.
Once you accept, you type into the conversation just like a normal chat. The visitor sees your messages instantly on the same widget they've been using — no app to download, no phone number to dial. The full handoff transcript is saved to the conversation history automatically when you close it.
One thing worth knowing: the handoff notification only appears if you have the dashboard open in your browser. If you step away from your desk, you won't see the request until you come back. Requests that aren't accepted within 90 seconds auto-decline — the visitor is shown the lead form so they can leave their details. Once you do accept, the active chat stays open until you close it.
Keeping your knowledge base current
Your knowledge base is what Maggie draws on to answer questions. It's not set-and-forget — it should stay current as your business changes.
The Services & Pricing section is the most important one to keep accurate. Vague entries lead to vague answers. "60-minute remedial massage targeting neck and back tension — $95" will always outperform "massage therapy." If pricing varies by job, write a realistic range and note that it depends on scope.
A good habit: after reading your conversation transcripts each week, check whether any questions were handled poorly. If Maggie said "I'm not sure" or gave a generic response to something you know the answer to, add it to your FAQs. That's the single most effective way to improve quality over time — more than any other setting.
Understanding your analytics
The analytics page shows the last 30 days of activity: conversation volume, lead capture rate, average messages per conversation, device breakdown, and traffic sources.
A few numbers worth paying attention to:
- Lead capture rate — the percentage of conversations that result in a lead. If this is consistently low, consider whether your greeting message could be more inviting, or whether quick reply buttons would make it easier for visitors to engage.
- Traffic sources — where your visitors are coming from: Google, direct, social, referrals. If a particular channel is driving a lot of conversations but few leads, it may be sending the wrong audience.
- Device breakdown — if most of your visitors are on mobile, make sure you've tested the widget on your own phone regularly.
Inviting team members
If someone else should have access to the dashboard — a receptionist, a practice manager, a business partner — you can invite them from the Team Members section in Settings.
They'll receive an email invitation and log in with their own credentials. Each team member has full dashboard access — leads, conversations, settings, and analytics.
Widget behaviour settings
The behaviour settings control how your widget appears and acts for every visitor. This is where you configure the greeting message, brand colour, proactive bubble text, quick reply buttons, and the display name shown in the widget header.
The live preview shows exactly how changes will look before anything goes live on your site.
It's worth experimenting with your greeting message and quick reply buttons. Small wording changes — making the greeting feel more human, or adding a quick reply for your most common question — can meaningfully increase the number of visitors who start a conversation.
A few habits that make a difference
- Check your conversations weekly. The transcripts tell you what visitors are actually asking — and where Maggie's answers fall short. That information is more useful than any report.
- Update your knowledge base when things change. New service, adjusted pricing, different hours — if your KB doesn't reflect it, Maggie won't either.
- Keep notification emails on. You'll get an alert as soon as someone leaves their contact details — follow up while the enquiry is fresh and you're far more likely to convert it.
- Test the widget as a visitor occasionally. Open your site in a private browser tab and ask a few questions. Gaps in your knowledge base show up immediately this way.
The widget handles the volume. The dashboard is where you turn that volume into booked appointments, returned calls, and jobs won.