Messages is where you can watch all of your bot's live chat logs with its users on all messaging channels. There are 2 views of this page
- Basic View
- Advanced View
On the Basic View, there are 3 panes. The left pane - also called Users, is where you can see all the users who are messaging your bot in real time. You can see their
- Profile Picture
- Time of Last Message
- Online Status marked by a green dot
When you click into a user, the middle pane - also called Activity, is where you can see all the messages and responses between the selected user and your bot. Under each response from a bot, you may mark an interaction as correct or wrong. All wrong responses are populated in the Wrong Responses dashboard.
At the bottom of the Activity pane, you will see a text box that lets you reply to the user instead with Text or a Story.
On Enter Text mode, you may enter a reply and hit Send. The selected user will then receive the text you sent inside their chat with your bot.
Although the Inbox shows that the response was authored by you, your end users may not.
Depending on the Messaging Channel, a user may or may not know if a reply came from a human. Therefore, it is a good practice to sign off every message with e.g. " - Admin"
When many team members use the Inbox to reply to your users, BotDistrikt starts recommending your team members' replies as suggestions in the dropdown, if they are similar. More frequently-used suggestions move to the top of the list.
On Send Story mode, you may select an existing story from your bot's stories and hit Send to reply to a user with the content of the story. You will also get a preview of the story as you hover over it in the dropdown.
Finally, the right pane of the Inbox - also called Profile, is you can get a quick summary of their profile page. On this pane, you may
- Toggle Pause Bot for the user to pause/resume the bot
- Add or Edit User Attributes
- For users currently online
- Add or Edit Session Attributes
- Reset a Session
You may also choose the Advanced View, where you Inbox will be displayed in the form of a table. Every row in the table indicates an interaction, also known as a chat log. This view is useful for
- Filtering Chat Logs
- Exporting to CSV
- Marking Chat Logs
You may use the Filters on the top of the page to filter chat logs based on several fields. Each field has a specific filter use case
Finds all chat logs from a specific user ID
Find all chat logs that triggered a specific story ID
Find all chat logs before or after a specific date and time
Find all chat logs that were triggered with an image message
Find all chat logs that were triggered by a button click or postback event
Find all chat logs containing a specific keyword
Find all chat logs from a specific user, filterable by the user's name
Find all chat logs that triggered a specific story, filterable by the 's name
Find all chat logs from message with a positive, neutral, or negative sentiment
You may export filtered messages to CSV with Actions > Export to CSV
You may mark chat logs as wrong responses in bulk with Actions > Mark as Wrong
Example of using Advanced View
In the Example above, we are using advanced to filter all messages after 20th October 2021 by a user called Carissa, then exporting those messages to a CSV.