The conversation section is composed of two parts:
- On the left is the list of conversations, current or past between your bot and your users
- On the right, the window presenting the details of a conversation (when one of them is selected in the left part)
# Conversation list
The conversation list allows you to consult all the conversations that your bot is having or has had with your users. These conversations are of three types:
- "Bot" : Conversations conducted automatically by the bot according to the configuration of its skills, resources, ...
- "On hold" : Conversations for which the user has requested to be put in contact with a human operator (more information about this here).
- "In progress " : Conversations "taken in hand" by a human operator.
Whatever its "type", the overview of a conversation looks like this:
- The respondent's identifier (email or other)
- Their connection status (if the light on the left is green => connected, otherwise, not connected)
- Time spent since the last message
- Preview of the last message sent / received
- At the bottom right, this is the area where you can assign an operator to this respondent. To do this, click in this area and in the window that appears, choose who among your users / operators will be in charge of answering this respondent if he goes into "In progress" mode.
# Search for a response
Above the list of respondents, there is a search field. You enter your text and press "Enter" or click on the 🔍 button. Clicking on the "X" button will empty the field and reload the complete list of respondents.
More precisely, this field is used in two ways:
If you type a simple string, i.e. without a ":" character, the search will be done on the
respondentIDand on the
If you type a string containing a ":" character, the search will be done on the attributes of the respondents. The name of the attribute on which the search will be performed must be placed before the ":" and the value, after. For example, if you have defined an attribute
favorite_sport, to search for curling fans among your respondents, you will have to enter
favorite_sport:curlingin the search field.
# Select a Conversation
The area presenting the selected conversation consists of the following parts:
# a) A header
Shows the information of the respondent with whom the conversation is taking place: email, status (green = online; grey = offline) and login.
# b) A button bar
Allows you to delete the respondent or change the conversation mode (automatic or live with a human operator). It also allows you to manually trigger a workflow (see below)
# c) A tab bar
Allows you to display either the messages of the conversation, or the parameters (attributes) of the respondent, or the details of the different processes that the respondent has already gone through.
# d) The main view
Displays the content corresponding to the selected tab (see below for more information on the last two tabs):
- Conversation tab: The details of the conversation with the respondent
- Parameters tab: the information collected during the conversation
- Process data tab: The information collected during the Action skills possibly presented to the respondent during his conversation with the bot
# e) The field for entering a message
Present only when the "Conversation" tab is selected. Allows you to enter a message to be sent manually (by a human operator) to the respondent.
# f) Workflow form (manual triggering)
This zone is displayed only after selecting a workflow in the corresponding choice list present in the "Header".
You can fill in the fields necessary to execute the wofklow by hand and then click on the "Execute" button (more information on this subject here ) .
# Settings tab
This is where we find all the data and answers of a respondent who has interacted with the bot.
The collected information is classified according to its type: Attribute, Tag or Event.
Each item can be modified (icon ✏️) or deleted (icon ✖️).
It is also possible to add an item via the field that appears at the bottom of the page (you must enter the desired name and validate with "Enter"; a modal window is then displayed to select the type of parameter to be created).
# "Process data" tab
The "Process data" tab is similar to the "Parameters" tab. The difference is that the data presented are only those collected The difference is that the data presented are only those collected during the selected process (via the drop-down list displayed when clicking on the tab in question).