Messaging- Ability to see the free-text messages that an end-user sent to answer bot
已于 2022年4月13日 发布
I'm pretty sure there is not currently a way to do this- do let me know if there is one!
I'd like to see or at least be able to report on the free-text messages that are sent to Answer Bot during the flow builder stage, especially if the answer bot was unsuccessful and did not find any relevant articles to suggest.
This would only apply to conversations in which they engaged with the Answer Bot and did not request to be transferred to an agent (I do understand that the entire conversation history is included when the conversation is transferred to an agent).
We need this feature as it allows us to improve our existing articles or write new ones based on the questions end-users are asking.
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Lisa Tam
Hi all,
Thanks for sharing your feedback on this topic. This is now on our roadmap for next year Q1, 2024, where we are planning to start with an initial release to support free-text messages that lead to a fallback message (where the bot couldn't find relevant articles or bot answers).
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Shawna James
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Vaughan
1900815494724 Is there an updated release date for this dataset or has it been launched?
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Lisa Tam
Hi all, we are planning to release the Bot Insights dashboard very soon in April 2024 which will include conversation transcripts that will cover what end-users are typing and how the bot has responded.
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Hayley Johnson
It would be great to know how you are supposed to understand customer sentiment and general user experience when you are unable to see anything g customers are writing into the bot for the queries that do not result in a ticket being opened.
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Keelan Pannell
This would be very helpfiul for us to be able to see when users are using the bot but can't find a answer. Can only see the free text when clients submit a ticket via the bot currently. This would be helpful to see what users are typing to make new workflows
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Vaughan
When is this planned to roll out in Q1?
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Lisa Tam
Hi all,
Thanks for sharing your feedback on this topic. This is now on our roadmap for next year Q1, 2024, where we are planning to start with an initial release to support free-text messages that lead to a fallback message (where the bot couldn't find relevant articles or bot answers).
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Daniel Aron
Hi folks, apologies for the radio silence. The conversation bot reporting and insights roadmap was paused for some time but is starting up again under the leadership of Lisa Tam. I will let her provide updates from here.
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Sean O'Neill
Can I also ask that you post the outcome here. The conversation bot is essentially unusable if one is not able to see conversations between it and the customer for those outcomes that do not end up handing over to an agent.
Unless I am missing something (happy to be told otherwise), for the 'bot only' chats I can't see what the customer asked, what the bot's response was or what time the chat occurred.
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Rachel Martin
Gab Can you please post the outcome here, as I have exactly the same query as Hayley. Thanks.
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