Dialogs

Interface

Dialogs for automatic chat , Livechat or search sessions for the fieldbox and Static FAQ can be consulted from the back office.

To access the dialogs, go to Learning > Dialogs.

List of dialogs

The list contains dialogs made by the bot. For each dialog, the number of interactions and the date are displayed. You have to click on the line to display the dialog.

Unread dialogs are presented in bold.

If the user has provided feedback during the dialog, it is present in the list as or

A color is assigned according to the qualification of the dialog:

• Light green: the dialog contains misunderstood questions but ends with a direct answer;

• Dark green: the dialog is composed of direct answers only;

• Orange: the conversation ends with a user's question that the bot could not understand.

• No color: there aere 3 cases where a dialog does not have any color:

  • The dialog has not been processed by the server yet. When a conversation is finished, it takes a few minutes for the server to update the qualification data. During this time, the conversation does not have a color, but it will be updated as soon as the server has finished calculating.

  • The dialog does not contain any interaction. If users have opened the chatbot but did not interact with it, there were no matches involved and therefore no qualification.

  • When there is a Livechat escalation. If the user has started an automatic chat and then escalated to chat with a Livechat agent, the conversation will have no color. However, if a Livechat escalation was made but the user has quit the conversation without chatting with the Livechat agent, a color will be shown.

Filtering

Filtering allows to only show dialogs that match a set of criteria.

• Qualification

This filter allows you to display only dialogs with a certain typology, so it is possible to focus, for example, on failed dialogs to find solutions to enrich your knowledge base and improve the functioning of your bot.

• Status

This filter allows you to see:

• unread dialogs: none of the users has read it

• read: at least one of the user has already read it

• corrected: at least one of the user has already applied a correction on it

• non corrected: dialogue has been read but not corrected yet

Note: When a dialogue is read by the current user, a book symbol appears:

In case of collaborative use, you should use the markers provided for this purpose (dialog processed) inside the dialog itself

This allows other contributors to filter out dialogs that have already been processed.

• Period

Period selection makes it possible to read the dialogs of the day, the current month, etc.

Note that it is also possible to filter by hour, which proves very practical if you have hundreds or even thousands of dialogs a day. To do so, you must select the Specific date option and select the time from Hour (optional).

• User feedback

As users can give their feedback on the bot's answer, this filter will display the dialogs based on user feedback.

You can also access additional filters by clicking the button:

• Spaces: this filter is used to display only dialogs that have taken place in one of the consultation spaces. If the bot handles multiple languages, the consultation spaces can be translated by language.

• Tag

this filter allows you to show only dialogs as important, untreated, unread or commented by clicking the activation button.

• Dialogs

Solution: this filter is used to display dialogs that have been conducted according to a type of solution (Automatic Chat, Livechat, etc.).

• Knowledge

Tag filtering: this filter allows you to display only the dialogs about the chosen tag.

Knowledge filtering: this filter allows you to display only dialogs using the chosen knowledge. Enter the knowledge, click on it in the drop-down list and select it.

When you click in the input field when it is empty, the list of knowledge that appears corresponds to the type of knowledge Complementary answer and Internaut activity.

You can also enable the Show entire dialogsbutton that lets you view the entire dialog and not not just the interactions concerning the selected knowledge.

Search: this search bar allows you to search for a word in the title of the knowledge, the questions entered by the user, the answers of the knowledge base, the operator answers, in all answers or in all questions and answers.

• Variables and groups

Variable name: this filter is used to display only the dialogs whose selected variables were used in them.

Variable value: this filter is used to display only dialogs whose value of the determined variable is effective.

Matching group: this filter allows you to view dialogs that use the terms of the selected matching group.

• Dialogs You can filter your dialogs to display only test dialogs. These represents all the dialogs that did not take place in production. These dialogs are divided into different types:

  • with tests

  • without tests

  • tests only

After refining your filtering, you must click on Filter at the right side of the page to validate your filters.

Once you've done your filtering, you can mark all filtered dialogs as read by clicking the Mark as read button at the top right of the page.

You can reset your filters at any time by clicking the Reset button.

Several Export Types

Excel:

Allows you to export the dialogs matching the selected filters to an Excel file. Excel exports can be made for period up to 95 days. Any request beyond this limit will result in an error.

The exports made correspond to the period for which you performed a filter.

The export contains an Interactions tab (column D: User). By default, this field will be empty. In order to enter username, mail, etc., follow the following process:

1. Go to Integration > Dialog box and edit your configuration.

2. Click Modules and resources, activate Advanced view.

3. Go to the context (common) module.

4. Fill in the field common.context.userId like this:

1. Click Update.

Note that the content of this field can change. You can write down different types of content:

• Simple text or available variables:${nameOfVariable}

• Multiple variables: ${firstName} {lastName}

• Text and variables: user ID: ${userID}

Important: capturing these variables requires that a registerContext be configured at the chatbox level to retrieve the information.

The Replay dialogs option allows you to restart dialogs and view their behavior (for example, after your edits to improve matching).

Dialogs V2

One row per interaction, in column:

• Context UUID

• Date

• Start time

• End time

• Duration of the conversation

• Language

• Consultation space

• Bot ID

• Conversation variables

• User ID

• User IP

• Channel

• Browser

• User's URL

• Total number of interactions

• Number of business interactions

• Number of social interactions

• Qualification of the conversation

• Number of times feedback was requested

• Positive feedback

• Negative feedback

• Type of conversation: production or test

**Interactions V2

One row per interaction, in column:

• Context UUID

• Date

• Time

• Language

• Consultation space

• Question

• Position of the question in the conversation

• Type of matching

• Bot UUID

• Knowledge that was matched

• Knowledge ID

• Knowledge path (knowledge hierarchy in the database)

• Was satisfaction requested?

• Satisfaction

• Reasons for dissatisfaction

• Comment due to dissatisfaction

• User ID

Other

The Misunderstood sentences (from Learning menu) allows you to display sentences the chatbot did not understand by grouping them by occurrence, knowledge or order of appearance.

The Suggestions (from Learning menu) suggests matches between misunderstood sentences and knowledge items (See section Suggestions).

Reading and Correction

Information

The upper field provides different information about the dialog:

• The name of the user if identified;

• The date and time of the dialog;

• The consultation space from which the dialog took place;

• Show extra information: the URL of the page the user is on, their browser, their operating system and the geolocation of their IP.

The data on the user can be: his name, his identifier, the date of his last order, etc. This data can be retrieved by a cookie or web service connected to the customer information system.

Original dialog / corrected dialog

This link displays the original dialog instead of the dialog on which modifications were applied. This is useful when several people work on the same bot.

The button lets you set a dialog as "Important". You can then retrieve these dialogs using the "Important or not" filter.

The button lets you set a dialog as "Important". You can then retrieve these dialogs using the "Important or not" filter.

The button displays the dialog has being processed.

The button saves the dialog as a test dialog.

The button opens the dialog in a new tab with a dedicated URL.

The button is used to add a comment to the dialog (see next section for more details).

The button allows to send the dialog by mail.

The button allows to print the dialog.

Note: automatic interaction (such as internaut activity), satisfaction and comments are not shown.

The button is used to export the dialog in XML format.

Comments / Notifications

For each dialogs, you can insert comments and notify users who have access to your bot's knowledge base. To do so, please use the button at the top of the page when you are on a dialog.

When you click on a dialog, a comment box appears at the bottom of the dialog.

You will be able to add comments to the dialog while notifying another user of the platform. To do so, simply insert the @ character that will open the list of users you can mention. Click the user you want to notify.

Note 1: enter the first letter of a user's ID to find it more easily.

Note 2: you can notify as many people as you want.

Write your comment and click Post Comment.

Once your comment is added, the user(s) mentioned will be notified immediately. They will receive an email for each comment on which they were mentioned (except if they disabled the email notification in the account preferences).

A comment thread is then created. Each user can add / remove comments in the dialog flow. To delete a comment, click the icon at the right of the comment.

Possible actions

For each interaction, it is possible to perform different actions:

• Association with existing knowledge;

• Creation of new knowledge;

• Display of knowledge used.

Association with existing knowledge

Click the Search button to initiate the association with existing knowledge.

Following a knowledge search, this screen presents the knowledge close to the user's sentence. If the searched for knowledge is not directly in the list, you can enter a new search.

By checking the Search in protocols box, you will also search in the bot's social knowledge.

Once the knowledge is identified, simply click on the link Complete this knowledge. Once the formulation is associated with the knowledge, as soon as a user asks a question close to the one added, the bot will provide the answer of the corresponding knowledge.

Creating a new knowledge

Click the Create button to initiate the creation of a new knowledge.

You can then, on the right side of the window, create a knowledge as if you had done it from the Knowledge page.

You can now follow the usual process to create a knowledge.

Display of knowledge used

Click Show to display the knowledge that was used in the steps of a redirection.

You can then, on the left side of the window, edit the knowledge as if you had done it from the Knowledge page.