Console
Last updated
Last updated
Console is where you can watch all of your bot's live chat logs with its users on all messaging channels, and take over the conversation as a live agent. Your bot can handover conversations to live agents, or your live agents can manually jump in and takeover bot conversations any time.
In the Console tab, 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
Name
Profile Picture
Time of Last Message
Channel
Online Status marked by a green dot
When you click into a user, the middle pane (Activity), is where you can see all the messages and responses between the selected user and your bot.
Under each response from a bot, choose between marking an interaction correct or wrong. All wrong responses are populated in the Wrong Responses dashboard.
At the bottom of the Activity pane, a text box lets you reply to the user with Text or a Story.
The textbox at the bottom of the middle pane allows you to send a message to the user. At the top left hand corner of the textbox, the dropdown shows available messaging options, Reply with Text, Reply with Story, and Reply with WhatsApp Template if WhatsApp integration is set up.
In Reply with Text mode, enter a message and hit Send. A Takeover Conversation popup will appear giving you two options to:
Send Message and Pause Bot
Send Message Once
You can also Assign an Agent to the conversation with the dropdown selector.
Once sent, the selected user receives 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, select an existing story from your bot's stories and hit Send to reply to a user with the content of the story.
Preview the story as you hover over it in the dropdown.
Finally, on the right pane of the Inbox - also called Profile, you can get a quick summary of their profile page.
On this pane, you may proceed with the following:
Toggle Pause Bot for the user to pause/resume the bot.
Assign an Agent - this will assign the respective agent as well as create a Resolution Status dropdown:
Open
Pending
On Hold
Closed
Add or Edit Tags.
Add or Edit User Attributes.
Add or Edit Memory.
For users currently online:
Add or Edit Session Attributes
Reset a Session
Add Notes for any documentation related purpose.
