Where a lead came from

"You got 3 follow-ups" is a number you can doubt. The exchange that produced one is something you can read. Every conversation your twin has is stored with the outcome it produced attached to it — this page is about opening that.

Three ways in#

• People — every person who left their details has a See the conversation link under their row. If that same conversation also opened your booking link, the row says so.
• Insights → Where your bookings came from — booking-link clicks from the last 30 days that have a conversation behind them, who it was if they left details, and a link into the exchange. One row per conversation, so someone who clicked twice appears once. The running total of booking-link clicks lives one panel up in Clicks from answers, and it is the larger number: it counts every click, including ones with no conversation attached. The questions in Questions that became leads open the same way.
• Activity — every run in your twin's activity log has an Open button, whether or not it produced a lead or a click.

All three open the same review screen, and both Delete this conversation and Teach it, below, are there whichever way you arrived — the review screen reads what it needs off the stored exchange, not off which door you opened it from.

Teach it is for a wrong answer as much as a missing one. If your agent said it didn't know, the question is already waiting in your teach queue. If it answered — and got it wrong, or answered from something you've since changed your mind about — pressing Teach it puts that question in the queue too, and your answer becomes a correction like any other.

A correction retires the source it corrects, for that question. Your correction wins, and the passage it overruled stops being offered to readers as a source behind that answer — a reader should never be handed a link to the claim you just withdrew. It only affects the question you corrected: a source that also covers something else keeps being cited for that.

What you see#

The whole exchange, in order, with the outcome marked where it happened:

• Left their details here — the moment in the conversation they filled in the card. (On a Support Agent it reads Asked for a person here.)
• Followed your link here — with the link itself, and a booking link note when it was one.
• Which of your sources each answer drew on, as citation chips.

That last one is your record of your own twin, not a replay of what the visitor saw. If you've turned Show sources on answers off, visitors never saw those chips — but your copy of what your twin actually used stays complete.

Only the transcript scrolls. The title, the "when and how many messages" line and the close button stay where they are however long the conversation runs, so on a phone you can close it from the end of a long exchange without scrolling back up. Tapping outside the panel closes it too, and so does Escape if you have a keyboard. A short conversation still shows as a short panel — the box grows with what is in it, up to a height that always leaves the page visible behind it.

With a keyboard, the transcript takes focus as the panel opens. Arrow keys and Page Up / Page Down move through the conversation straight away, Tab moves on to the close button, and Escape closes the panel from anywhere in it.

What is kept#

People lists the follow-ups your twin captured, and every row on it is something somebody typed into a conversation: a name, an address or a phone number, the question they were asking when they left it, and anything a Collect details action gathered. Beside that sits the conversation itself, plus the status you gave the row and — where the plan includes it — whether that session followed a booking link in the last 30 days.

And that is the edge of it. The status on a row is yours: hiy sets it once, to new, and never moves it again, because what happened after somebody left your page happened somewhere hiy cannot see. A reply you sent from your own mail, a call you took, a deal that closed — none of it reaches hiy, and none of it is inferred. That is why the list shows what you set rather than a stage it worked out for itself, and why nothing here is ever labelled won except by you.

Removing a person takes their row and their follow-up record with it. Deleting a conversation is narrower — it takes the transcript and leaves the outcome.

What it deliberately doesn't do#

• It won't link one person's conversations together. hiy keeps no identity across conversations — no cookie that follows someone between visits, no profile being assembled. Two visits from the same person are two conversations, and hiy cannot tell you they were the same person.
• It reports clicks, never bookings. "Opened your booking link" is what was observed. Whether a call was actually booked happens on your calendar, where hiy cannot see it, and it will never claim otherwise.
• Deleting a conversation removes the transcript, not the outcome. The review screen's Delete this conversation (owner-only) takes the exchange itself. A lead or a booking-link click it produced stays on your list and still counts in Insights — only the transcript is gone, so if someone asks you to erase what they typed, this is narrower than removing them from People, which takes their follow-up record with it too.
• Long conversations are capped at 200 messages, and when that happens the transcript says so rather than quietly stopping.

The thumbs under an answer#

Every finished answer — on your hiy.ai page, in an embed, and on a Support or Team Agent — carries a thumbs-up and a thumbs-down for the visitor. A click records one thing: that verdict, against your twin. Not the question, not the answer it sat under, and nothing joining it to the conversation it happened in. One verdict per answer, taken once: after a click the buttons stop accepting a second one. Your own preview chat is excluded, the same way your test questions never spend your monthly messages.

The 30-day window#

Booking clicks are shown for the last 30 days, on both surfaces — the People chip and the Insights panel read the same window, so they can't tell you different things. The See the conversation link itself has no window: if the conversation is still stored, it opens.

Which plan#

The attributed view — the outcome, the conversation, and the moment they met, in one place — is part of Founding.

Two things that are worth being plain about. Your conversations are yours on any plan: every one of them is in your data export, free, whenever you want it. And nothing about honesty is ever behind a plan — citations, the honest "I don't know" and its search count, the AI label, the Report link and the Verified badge are free forever. What Founding buys is having the outcome and the exchange in the same place, not access to your own data.

One carve-out: on a Support Agent, a conversation that handed a question to your Inbox always opens, on any plan. The promise there is that nothing dead-ends, and a handoff you can't read has dead-ended.

Who can open it#

The account that created it, and anyone it has invited into its organisation. That rule is the same for your own public twin as it is for a Support Agent: inviting a colleague gives them your twin's conversations too, not only an agent's. (A Team Agent is the one exception — see below.)

An invited colleague signs in, opens /app, and the twin or agent appears in the twin switcher under Shared with you — marked Read-only, with the Inbox as its only screen. From there they can read every person who left details and every conversation behind a handoff, exactly as the owner sees them.

What an invited colleague cannot do is almost everything else. They cannot change its knowledge, voice, rules or appearance; they cannot publish it, wire it into a site or see a Support Agent's token settings; they cannot change a follow-up's status, remove a person from the list, or delete a conversation; and they cannot see or change the plan. Those stay with the account that created it. Inviting someone is a key to the Inbox, not a seat at the controls.

There is exactly one thing they can write, and it is below.

Who took it#

Open a conversation from the Inbox and, if you are an invited colleague, there is one button under the transcript: I replied. Press it and the row in the list reads "Replied by Sam Rivera · 2 hr ago" for everyone who can see that Inbox.

That is the whole feature. It is not assignment — nobody is given a conversation, and nothing is routed to anyone. It is recorded after the fact, by the person who did the thing, and it answers the one question a shared inbox otherwise cannot: was this handoff actually answered, or only read?

• One mark per conversation. If a second colleague presses it, the mark moves to them rather than stacking up. It says someone did, and names the most recent.
• No note, no text, no copy of your reply. The reply happened in your own mail; hiy holds a timestamp and who pressed the button, and nothing else.
• The owner isn't offered it. They are the person a handoff was handed to, not somebody who picked it up on their behalf.
• A colleague with no display name yet — invited people don't have one until they set one — reads as "Replied by a colleague". We would rather say the true vague thing than invent a name.
• Delete the conversation and the mark goes with it. So does the name, if that person's account is removed.

Not on a Team Agent. There is no Inbox to mark and no per-person trail to add one to — see below.

Team Agents#

Team Agents have no attribution view, on purpose. A Team Agent answers your colleagues from internal material, and hiy's default for an organisation is that admins see usage and topics — not a per-person trail of who asked what. Building one for Team Agents would contradict that, so the People rows for a Team Agent stay exactly as they are.

The same line holds for invited colleagues: a Team Agent never appears under Shared with you, and no colleague can read its conversations. A read surface for one would be a per-person trail of the people they work with, which is the exact thing that promise rules out.

What visitors are told#

Nothing here changes what a visitor is promised. The visitor page says their conversation is stored and visible to the creator, and the privacy policy says the same. This surfaces what was already true — it doesn't store anything new.