Conversation List Page:
Every conversation your bot has with your customers is recorded as a ticket in the bot builder. The conversations page in the bot builder gives you these conversations as a list. You can use the filters available on the right to customize your list to view just a list of tickets you want to see or start working on. You can filter by Time, Conversation ID, Customer Name, Bot version, Status or even custom fields you might have created.
All current, ongoing conversations are listed here, apart from all the previous conversations your bot has had.
If you have configured multiple bots, you can choose which bot you want to view the conversations for, from the dropdown. Once you choose the bot, all conversations of the bot - current and previous, are displayed as a list. You can also choose to make use of the 'Search Conversation' bar to search for a particular conversation.
The list will show you the following parameters for each conversation in columns. You will be able to view the:
Time: When the conversation was initiated
Conversation ID: Unique ID given to every conversation
Customer Name: The name of the customer who interacted with the bot
Bot Version: Version of the bot the customer had the conversation with
Status: Status in which the conversation is (Open, Closed, New, etc)
New: When the customer has not initiated/replied to the conversation.
Open: When the customer replies to the bot in the conversation.
Closed: When the current conversation is ended or resolved. Reinitiation will start a new conversation.
Closed by customer: When the customer reaches the last dialog in the flow.
The 'Filters' panel on the right allows you to set filters across
Bot version - The published version of the bot the customer had the conversation with
Time - Either a custom time range or one of the predefined default time frame
Status - New or Open or Closed or Closed by customer
Customer - The name of the customer who had the bot conversation
External conversation ID - A unique ID given to the conversation based on the location of your bot (webpage, mobile app etc.)
Hit 'Apply' once you have defined your filters to view the desired list of conversations. You can use the ‘Reset all’ button to reset the filters pane and start applying afresh.
Conversation Details Page:
Click on any conversation card from the list to view the actual conversation between the bot and the customer. On this page, you will be able to view the Messages, Activity Logs and API calls as three separate tabs.
Messages: Here, you will be able to see every message exchanged between the bot and your customer.
Activity Logs: Clicking on the activity logs page, you’ll be able to find a log of all the activities of that conversation, with the last activity displayed first. You will be able to see exactly when each message was sent, what actions were triggered, what conditions were checked for, if any remote API calls were made, and error messages relating to what went wrong where so you can revisit your bot configuration.
API Calls: The API calls page will show you all the API calls triggered for that conversation. These API calls are based on your configurations under the API library.
On the right pane you’ll find the contact details and ticket information. Contact details display the customer’s ID, IP address, landing URL, and their network. The ticket information will contain the conversation ID, status, and bot version.