Every conversation your bot has with your agents is recorded as a ticket in the Assist bot builder. You will be able to view all the messages exchanged between the bot and the agent on this page, in real-time. Apply the necessary filters to deep dive into the conversations to get agent details and also view activity logs and API calls made by the bot for that conversation.
Conversations list page:
Login to your Freshdesk account as an Admin
Go to Admin > Agent Productivity > Assist bot under Freddy configurations
Select the bot you want to edit from the bot list page
Click on the ‘Conversations’ icon from the right navigation bar
The conversations tab of every bot in the bot builder gives you these conversations as a list
Select the required bot version (published) from the drop-down
You can use the filters available on the right to customize and view just a list of tickets you want to see or start working on. You can filter by Time, Conversation status, Customer, or even custom fields you might have created.
All current, ongoing conversations are listed here, apart from all the previous conversations your bot has had.
You can also choose to make use of the 'Search' bar to search for a particular conversation.
In the conversation list, you will be able to view:
Conversation ID: Unique ID that is given to every conversation
Agent Name: The name of the agent who interacted with the bot
Bot Version: Version of the bot the customer had the conversation with
Time: When the conversation was initiated
Status: Status in which the conversation is (Open, Closed, New, etc)
New: When the agent has not initiated/replied to the conversation.
Open: When the agent replies to the bot in the conversation.
Closed: When the current conversation is ended or resolved. Reinitiation will start a new conversation.
Define the necessary 'Filters' on the right panel to view the desired list of conversations. You can use the ‘Reset all’ button to reset the filters pane and start applying afresh.
Time - Either a custom time range or one of the predefined default time frame
Conversation status - New or Open or Closed or Closed by customer
Agent - The name of the agent who had the bot conversation
External conversation ID - A unique ID that is given to the conversation based on the location of your bot (webpage, mobile app, etc.)
Conversation details page:
Click on any conversation card from the list to view the actual conversation between the bot and the agent. On this page, you will be able to view the Messages, Activity Logs, and API calls as three separate tabs.
On the right pane, you’ll find the contact details and conversation information.