Conversations
Every conversation your chatbots have had, the ones that need a person, and how your team takes over.
Conversations is one inbox for all your chatbots. It refreshes on its own every few seconds.
Views
| View | Shows |
|---|---|
| All | Every conversation except spam. |
| Open | Still going or waiting for a reply. |
| Needs attention | Waiting for a person, an approval, or left unanswered. |
| Handoff | Handed to your team. |
| Leads | The visitor left contact details. |
| Resolved | Resolved and closed. |
| Spam | Marked as spam. |
Search, or filter by chatbot, status, language, identity (anonymous, declared, verified), website and period. Test chats from the Playground are hidden unless you show them.
One conversation
Open a conversation to see the messages and, beside them:
- Visitor: identity level, visitor ID, signed customer ID, language, time zone;
- Page context: the page, product or cart the visitor was on;
- Lead: name, email, phone, company, need, budget, score and status (contact details are shown only to people who may read leads);
- Tool activity: every tool the chatbot used, and actions waiting for the visitor or your team;
- Citations: the sources behind its answers;
- Rating: the visitor's feedback.
Take over a conversation
- 01
The chatbot stops answering; you write instead.
Click Take over. The chatbot stops answering in this conversation and you write to the visitor yourself, in the same chat window they have open.
- 02
- 03
When a visitor asks for a person, they can also cancel the request themselves while they wait.
Export
Export downloads the conversations in the current view and filters.