Conversation Transcripts
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Conversations Transcripts report lets you see all inbound and outbound messages, including AI Chat, live escalations, slots/guided flows, etc
Page Name
Name of the page
Page Type
Channel where the conversation was recorded.
Conversation Code
All messages from a given user on a given date, on a given bot page.
End User Code
Unique users. A customer who holds conversations on multiple dates is still a unique end-user.
Chat Mode
AI Chat: conversations managed by AI
Live Chat: conversations managed by live escalation platform
Sender Type
Bot
Agent
End User
Agent Name
Name of Live Agent. Relevant for Live Chat conversations only.
Message Code
Unique code of the message
Message Type
End User Button: Identifies if a user clicked on a button that continued the conversation flow
End User Quick Reply:
Identifies if a user clicked on a quick reply that continued the conversation flow
Identifies if a user provided a response, for example, a number to continue the conversation flow
Bot Response: automatic response made by virtual assistant
End User Text: text input sent by the end user
Agent Response: response sent by a live agent
Message Text
A specific message sent by either party
Understand which pages or channels users are interacting with the most. Use this data to optimize content and messaging on high-traffic pages to better align with user expectations and needs.
Filter by a conversation or the end-user code to see the whole conversation or conversations happening for a given user. Use this information to tailor responses and engagement strategies to better meet user needs and preferences.
Differentiate between AI Chat and Live Chat conversations to assess the effectiveness of each platform.
For Live Chat conversations, track the name of the live agent involved to monitor agent performance.
