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Getting Started with Conversations

When you log in, you’ll see the Conversations section on the navigation menu. This is where all chatbot interactions are listed.

To access the conversations module within the platform, click on the Conversations tab. This will open up the conversations dashboard, allowing you to view, start, and manage your conversations.

After you open the conversation dashboard, you will see a conversation list. Each conversation appears with a customer name and message preview. Click on any conversation to see the full chat on the right panel.

When you open the full chat panel, you can access the customer’s profile to see more information by clicking “Show Details” next to the customer name.

You will open a new tab which is the user details. If you want to open a user full profile, click on “Open Customer Profile”.

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Searching for Conversations

On the top of the conversation list you will find a search bar. The Search Conversation bar allows you to quickly find specific chats within your conversation history by entering keywords, phrases, or names.

You can also filter the conversation list. This feature will help you to improve organization by enabling users to prioritize conversations.

If you subscribe to multiple channels (Web Widget, WhatsApp, Instagram), you can easily switch between them to find conversations more efficiently. Click the channel to switch.

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Joining a Live Chat

If you see a chat that needs human assistance. Click the “Join Conversation” button (green button at the bottom).

Before the conversation started, you will be given a simple guideline of live chat and will be asked to continue if you want to proceed. Click the “Join Conversation” button to initiate live chat.

Once you join, the chat will switch from the chatbot to live chat, and you can assist the user directly. To end the live chat, click “End Conversation” button.

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Keeping Track of Assignments

You can monitor the total conversations volume and the number of conversations assigned to you at the left panel.

To access the details of users that need your assistance, you can click “Assigned to you”. If it’s 0, you currently have no active chats to handle.