Chatway Support Insights

Produce evidence-based support insights from conversation samples or accessible queue pages, without pretending Chatway MCP provides a dedicated analytics endpoint.

Workflow

1. Clarify the period and channel scope only if essential. If the user gives a date range, collect enough pages of list-conversations (status: all, per_page up to 100) to cover the interval where possible, using created_at / updated_at carefully; list order is newest first, not an explicit date-range filter.
2. Decide whether the analysis is a full accessible set or a sample. State the sampled count, method, time range observed, and pagination truncation. Do not generalize sample frequencies into workspace-wide totals.
3. Read list-conversation-messages for selected threads, accounting for cursor pagination. Classify only from actual messages, with clear mutually exclusive issue categories where possible.
4. Identify recurring themes, repeated customer questions, responses that lacked documented answers, handoff causes, and actionable friction. Cite conversation IDs (and dates when available) without revealing unnecessary personal data.
5. Optionally use search-knowledge-base to check whether frequent questions have an answer in available FAQ/Help Center results. Search results are not proof the whole knowledge base lacks an answer; label as not found in search, not definitively absent.
6. Recommend improvements ranked by frequency in the analyzed sample, severity, effort, and evidence. Do not invent revenue effects, CSAT, agent performance scores, or first-response time when timestamps/scope are inadequate.
7. Draft suggested FAQ entries or canned replies, but make clear that current documented MCP tools do not include a knowledge-base publishing tool. Do not claim to have created articles.

Suggested output