Conversations

Review and manage past and present interactions to better understand user needs and the effectiveness of your chatbot.

The "Conversations" section is an essential tool for analyzing communications between your chatbot and users. Here you can monitor the quality of interactions and gather valuable data to optimize chatbot responses and the overall user experience.

Conversation Filters

Use filters to search for and sort conversations based on different criteria such as dates, scores, or specific platforms.

Managing Conversations

• Interventions: Filter conversations that have been attended to, those that have not been attended to, by department, and by agents.

• Requests: Adjust the filters to only show conversations that resulted in user requests.

• Platforms: Filter conversations by the source platform, such as web, WhatsApp, Facebook, etc.

• Score: Sort or filter conversations based on user satisfaction scoring.

• Reviewed: Choose to view all conversations or only those that have been marked as reviewed or not reviewed.

Conversations View

• Conversation Cards: Each conversation is displayed on a card that includes the dialogue, the score given, the outcome of the interaction, and the date and time it occurred.

• Conversation Actions: You can use the checkbox to mark a conversation as reviewed.

Analytics and Continuous Improvement

• Quality Review: Evaluate the quality of the chatbot's responses and user satisfaction.

• Chatbot Improvement: Use the insights to train and improve the chatbot's capabilities, adjusting intentions and responses as necessary.

With these tools, you ensure that your chatbot is constantly learning and improving, maintaining user satisfaction and the relevance of conversations at the highest level.