Feature Request: Ability to View All Questions/Conversations Asked by Customers in Messaging Answer Bot


  • Official comment
    Lisa Tam
    Zendesk Product Manager

    Hi all,

    Thanks for your feedback. I have some great news to share - we are invested in improving the bots reporting capability this year and we will be kicking off with a first version of Actionable Insights. This release will include insights into the bot performance such as response ratio and coverage gaps, and will include conversation transcripts to help understand where to optimise the bot flow. We are actively working on it right now and looking at a mid-H1 release, so stay tuned!

  • Dave Dyson
    Thanks for this feedback, Michelle, and welcome to the community!
  • Miles Dunn

    This would be an excellent feature for creating and managing our bots. 

  • Kaitlyn

    I would love to have this feature.  Any update on when it might become available?

  • Thank you Michelle for these insights - we are finding some limitations with the chatbot interactions in Zendesk Support too. But regarding your suggestions, I would like to better understand: if there is no transfer to agent there is no ticket created in Support, right? Where are you expecting to see the previous user interactions with the bot? Similar to what we see with the FAQs? Thank you!

  • Aiden Sun

    Yes, that's good advice. There is indeed a great need for this part of the data presentation

  • Tara McCann
    Community Product Feedback Specialist
    Hello Aiden and all, 
    Thank you for taking the time to provide us with your feedback. 
    This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
  • Vahe Khumaryan

    I am just about to migrate to Messaging. I noticed this before but I thought it just can't be, makes no sense, maybe I am getting something wrong with settings etc..

    Of course we need to see all conversations with the bot irrespective whether an escalation occurs or not, how else should we be able to evaluate bot performance and improve it..

  • Ruth Buan


    Is there an update to this feature request?

    Highly important for our business to understand the user journey through the chatbot. With our previous vendor, we're able to see conversations as they happen, especially during live events, and can foresee what kind of questions or issues they are having.

    This helps us proactively work on any trigger, automation, or email templates we need to prepare, even additional chatbot answers to build.

  • Amelia French

    Lisa Tam Is there any update on this?


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