---
title: "Where a lead came from"
description: "Open the conversation behind any lead or booking-link click."
source: https://hiy.ai/docs/conversations
---

# 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.

## Two 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.

## 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 twin 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.

## 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.
- **There's no way to delete a single conversation yet.** Today the tools are
  removing a person from People, or deleting the twin. If someone asks you to
  erase what they typed, that's the current answer — and a narrower one is on
  [the roadmap](/roadmap) under *Then*.
- **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.

**Nothing in the app shows you these yet.** They are being collected first so
that anything built from them has a sample worth trusting — when they do
appear, they will sit behind the same *not enough conversations yet* floor as
every other rate, rather than turning three clicks into a percentage.

## 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 twin**, 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 the twin, and anyone it has invited into its
organisation. An [invited colleague](/docs/team-twins) signs in, opens
`/app`, and the twin 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 anything else. They cannot change the
twin's knowledge, voice, rules or appearance; they cannot publish it, wire it
into a site or see its 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 the agent. Inviting
someone is a key to the Inbox, not a seat at the controls.

## Team twins

Team twins have no attribution view, on purpose. A team twin 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 twins would contradict that, so the People rows for a
team twin stay exactly as they are.

The same line holds for invited colleagues: a team twin **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](/docs/for-visitors) says their conversation is stored and visible to the
creator, and [the privacy policy](/privacy) says the same. This surfaces what
was already true — it doesn't store anything new.