Transcript import

Transcript import reads an export from the chat, help desk or site-search tool you already use, and turns it into a report of what visitors asked for and couldn't find: the same gaps, question groups and three-sentence summary as the Monday Brief.

It is a one-off analysis. Nothing keeps syncing with the other tool, and imported data doesn't change your live Intelligence numbers: the AskVio widget stays the live source. Use it to see what your current tool has been hearing before you install AskVio, or to compare a period before and after.

Two ways to use it

	In the dashboard	Free Silent Demand Audit
Where	Data → Transcript import	askvio.app/audit, no account needed
Size per file	Up to 8 MB; conversations analysed depend on your plan (below)	Up to 4 MB; 150 conversations or 1,000 search terms
How often	Imports per month depend on your plan	3 per day from one connection, 3 per email address per 30 days
Where the report goes	The dashboard, with Open as email to forward it	The page, and your inbox as an email
Gap names	Shared with your site's live gap list, so the same thing gets the same name	Named for the audit only

Supported tools and formats

AskVio recognises the format from the file's content, not its name. CSV (comma, semicolon or tab), JSON, JSON Lines and plain text are accepted.

Tool	What to export
Intercom	Conversations from the REST API, or the Amazon S3 / Google Cloud Storage conversation export (JSON or JSON Lines). The CSV exports from the Inbox and Reports contain no message text, so they can't be analysed.
Zendesk Chat / Messaging	Chats from the Chat API (JSON with a `history` list), or chat transcripts as .txt files.
Zendesk Support	The full JSON ticket export (one ticket per line) or tickets with their comments from the API. Private notes are ignored.
Chatbase	Conversations from the dashboard or the API (JSON). Both API versions are read.
Tidio	Inbox → open a conversation → three-dot menu → Transcript preview → Export to CSV. One file per conversation; the bot or agent is told apart from the visitor automatically.
LiveChat	Chats from the Agent Chat API, or JSON / CSV from a chat exporter app.
Gorgias	Tickets with their messages (JSON).
Crisp	Conversations with their messages (JSON).
Other chatbots	Any JSON with a list of messages that each have a role (user, visitor, customer, bot, assistant, agent…) and a text, including OpenAI-style chat logs.
Google Analytics 4	Reports → Engagement → Events → `view_search_results`, add the Search term dimension, then Share → Download CSV. Or an Exploration with Search term and Event count.
Algolia	Analytics → Searches or No results → Download CSV. Searches with zero results become gaps.
Any spreadsheet	A CSV with a message or question column. Optional columns: a conversation id (rows are grouped into conversations), a sender or role, a date, a count.

Column names are matched in several languages' common forms, for example Message, Text, Body, Question, Search term; Conversation ID, Chat ID, Ticket ID; Sender, Role, Author; Date, Timestamp, Created at.

Import a file in the dashboard

Open Data → Transcript import.
Drop the file or choose it. AskVio reads it and shows what it found: the format, the number of conversations or search terms, the period, how many will be analysed, and a few sample questions. Nothing is stored yet.
Click Analyse. The analysis runs in the background and usually takes one to three minutes. You can leave the page.
When the import shows Ready, click View. Use Open as email for a version you can forward.

The Transcript import input in the Intelligence intent layer shows your latest import and links to this section. Every member of the site can import; the site owner and the person who imported a file can delete it.

What's in the report

A three-sentence summary: what visitors asked most, the biggest gap, and one fix for this week.
Visitor messages (or searches), the share answered, and how many conversations went unanswered (or searches found nothing).
Asked for, not in your catalog: products, sizes, formats and services visitors asked about that the assistant or agent did not confirm you offer.
Questions left unanswered: what visitors couldn't find out, with an example of how they asked.
What visitors asked about most: questions grouped when the same answer would satisfy them.
Topics, for chat exports.

Every count is added up from the conversations themselves. The AI only decides what each conversation was about and whether the visitor got an answer.

Limits by plan

	Free	Pro	Business	Agency	Enterprise
Conversations analysed per import	100	300	1,000	1,000	3,000
Search terms analysed per import	500	2,000	5,000	5,000	10,000
Imports per month	1	4	10	30	50

A larger file is never rejected for its size in conversations: AskVio picks conversations evenly across the file's dates, and the report says how many of how many it read. Search logs keep the most frequent terms. Failed imports don't count towards the monthly number.

Privacy

Email addresses, phone numbers, card numbers, IBANs and similar identifiers are removed before anything is analysed or stored.
Only the first part of each conversation is kept for the analysis, and the transcripts are deleted as soon as the report is saved. AskVio keeps the report, not the conversations.
The preview step reads the file without storing it.
Make sure you are allowed to share the conversations under your own privacy notice before importing them.

Good to know

Exports without replies. If the file only has the visitors' messages (no bot or agent replies), AskVio can group the questions but can't tell answered from unanswered, so the report shows question groups and no gaps. The same is true for search logs without result counts.
Who is the visitor? Roles are read from the export when it has them. When it only has names, a name that appears in many conversations is treated as the bot or agent, and in a single conversation the speaker who greets first is.
Dates. ISO dates, Unix timestamps, GA4's YYYYMMDD and day-first dates (31.12.2025, 31/12/2025) are read. Undated files are fine; the report just has no period.
Encoding. Files should be UTF-8. Export again as UTF-8 if names or accents look wrong in the preview.
Most tools cap a single export; for a long period, export the last 30 to 90 days rather than everything.

The Silent Demand Audit

The Silent Demand Audit is the same analysis without an account. Upload an export, enter your website and work email, and the report appears on the page and arrives by email in a few minutes. It's a quick way to see what AskVio would show you before installing anything, and you can book a 30-minute walkthrough of the results. Questions: info@askvio.app.

No export to hand? The audit page has a sample export from our demo store you can download and upload to see the report.

Troubleshooting

Message	What to do
We could not find a message or question column	Rename the column that holds the text to `Message` or `Question`, or export from the tool's JSON option.
This JSON file has no list of conversations or messages we recognise	Check that the file holds the conversations themselves, not only metadata. For Intercom, use the API or S3 export rather than a CSV.
We found the format but no visitor messages in it	The file probably has only bot or agent messages. Check the export includes both sides.
The file is larger than 8 MB (4 MB for the audit)	Export a shorter period or split the file.
Your plan includes N imports a month	Wait for the 1st or upgrade in Billing.