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Messages

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

  • Question: The question asked by the customer.

  • Answer: The corresponding answer provided by the AI chatbot. 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 chatbot 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 message received a like or dislike.

  • Email: The customer's email address, if provided. (Coming soon)

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

  • 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 customer.