You can review transcripts of recent conversations between a bot and your users. You can use these transcripts to identify gaps in your bot’s knowledge, discover what questions customers can resolve without assistance from a live agent, and better understand automated resolutions.
Reviewing bot transcripts
- Automated resolutions are bot conversations that were resolved by the bot.
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Unresolved are bot conversations that were not resolved by the bot.
Although the unresolved conversations include conversations that were transferred to a live agent, the transcript includes only messages between the bot and the user before agent transfer occurs.
To understand how resolutions are measured, see Automated resolutions in conversation bots.
Transcripts from both automated resolutions and unresolved conversations display the first 100 messages exchanged between a bot and a user over the course of their conversation.
To view a conversation transcript
- In Admin Center, click
Channels in the sidebar, then select Bots and automations > Bots.
- Click Manage bots.
- Click the bot you want to review.
- Click the Insights tab to display the dashboard.
- At the bottom of the dashboard, click View unresolved conversations or View
automated resolutions.
Here, you can review basic information and transcripts for all interactions between the bot and your users from the last seven days. Interactions after a transfer to agent are not displayed.
- Click View on the transcript you want to look at.
The transcript opens on the right side of the page.
- Review the conversation transcript.
In resolved transcripts, if the user provided requested details, the specific details are not shown in the transcript, but it is reflected generally as, "Customer sent details."
Be sure to consider possible actions based on the transcripts you review.
Possible actions to take after reviewing bot transcripts
- Do you notice similar questions in the First message column ending up in the
Unresolved list?
Add a new answer to your bot flow that can address the issue.
- Are there questions in the transcript or First message column looking for information
you know is addressed in an existing answer?
Look at bot responses to commonly asked questions and consider why they aren’t sufficient to resolve the conversation. Update that answer to better address the question, or create a new answer that includes similar training phrases or intents (if available) to make a better match.
- Do you have a help center that can address some of the common unresolved questions?
Create articles using best practices so they are easy for both the bot and your customers to find.
Automated resolutions transcripts can help you understand what kind of bot answers result in automated resolutions. Look for similarities that you can apply to new or less successful existing answers.