Messages

The Messages Tab provides detailed information in a tabular format, for each message within a chat session.

Each row represents an individual message. So if there are multiple messages within one session, each message (and answer) appear in a separate row. On the other hand, the Conversations section incorporates all the individual messages into one row.

Here is a breakdown of all the columns:

• Question: The question asked by the customer. On the left side of the question is where Flags appear if you have added a flag to that question. You can customise flags or learn more about them here.

• Answer: The corresponding answer provided by the AI Assistant. If the answer is too lengthy, there is an option to expand the component to view the complete answer (on the left side of the question).

• Category: The category the answer is related to, if any. Click here to find out more about message categories.

• Type: (Coming soon)

  • CHAT: The AI Assistant responded based on your knowledge base.
  • AGENT: Related to contacting customer service or support agents.
  • No Info: When the bot does not know the answer.
  • Blank: For random questions not related to anything specific.

• Vote: Indicates whether the answer received a like or dislike by the user (thumbs up or thumbs down).

• Origin Url: The url of the page where the question was asked.

• Date: The date when the message was asked by the user.

• Chat ID: The unique identifier for the chat session.

You can click on a particular message to open the chat session ID and see the conversation history with that person.