This guide explains how to use the "Chat sessions" feature of your chatbot platform to monitor and manage interactions between the chatbot and your customers.
Access to chat sessions
- Log in to your dashboard.
- Click on your chatbot to open the details page.
- Select the "Chat sessions" option in the navigation menu on the left-hand side. This will take you to the chat sessions overview page.
Understanding the chat sessions page
All interactions between your chatbot and customers are recorded and displayed on the chat sessions page. Here you can find
- A "Chat Sessions" heading that confirms you are on the right page to view all chat interactions.
- A short description under the heading: "All chat sessions with your customers".
Display chat sessions
Each chat session is listed in a panel and contains:
- A timestamp indicating when the conversation took place (e.g. "4 days ago").
- An excerpt of the conversation or the topic discussed (e.g. "vacation discount").
- A preview of the chatbot's response to the customer inquiry.
Interacting with chat session entries
To see more details about a chat session, click on the chat excerpt or topic.
This click expands the panel and displays the complete exchange between the customer and the chatbot.
You can review the chatbot's performance, including how well it understood the request and how appropriate its response was.
Searching the sessions
At the bottom of the "Chat sessions" page you will find navigation buttons such as "previous" and "next" as well as page numbers.
Use this to navigate between chat session pages if there are more sessions than can be displayed on a single page.
Conclusion
Reviewing chat sessions is an essential part of maintaining a high-quality chatbot service. It allows you to understand the types of questions being asked and evaluate the chatbot's responses. By regularly monitoring chat sessions, you can identify areas where the training data material and overall functionality of the chatbot can be improved. Use this feature to ensure that your chatbot is effectively meeting the needs of your customers.
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