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Below the search field a list of all online chats is displayed. On the right side of the list there are buttons that you can use to perform the following actions:
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| Frame code |
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| get the frame code of the chat | |
| Connect Facebook |
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| connect the chat to the Facebook social network | |
| View dialogs |
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| view dialogs with the user | |
Edit |
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| edit chat properties | |
Delete |
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| delete the chat |
Creating new chats
To create a new chat, select Chats – Settings from the side menu and then click the New chat button.
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As a result a dialog window will open as shown in the image below.
In the Name field enter a name for the chat. By name you can quickly find the necessary chat on the list.
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If you want the bot to ask the client for feedback at the end of the dialog, select the corresponding checkbox. In the field below, specify a period of time from the beginning of the dialogue after which the bot will ask the client for feedback.
In the Operator idle time before transfer (seconds) – specify a time period of operator inactivity after which the system transfers the dialogue to the robot.
In the Request feedback on the conversation at the end of the session – select the Yes checkbox so that the system asks the client to provide feedback after the dialogue is complete
In the After how many seconds to request feedback on the dialogue (seconds) – enter the period of time in seconds since the start of the dialogue, after which the user will be prompted to provide feedback
In the Transfer according to the script after the end of the dialogue – select the script that the system will use after the bot ends the dialogue.
In the The time spent by the client in the queue to connect to the operator (seconds) – select the script that the system will use in the chat after the operator ends the dialogue.
In the How often to notify the client that he is in the queue (minutes) – select the script that the system will use after the dialogue is closed by a client response timeout.
In the Message text to notify the client that he is in the queue – enter the text of the message that the system will send to the client if the check box for the Request feedback on the conversation at the end of the session option is selected.
In the Feedback type field select the scale that the client will use to rate the quality of the dialog. The following options are available:
- 2-point scoring
- 5-point scoring
- 10-point scoring
In the Text rating of dialogue – enter the text of the message that the system will display to the client when it sends a request for feedback.
In the Bot color, Operator color, User color, Buttons color and Buttons text color fields use the color palette to select the necessary color. To select a color on the palette use two horizontal sliders. You can also enter RGBA, HSLA or HEX color codes. Arrow buttons allow you to switch between the color models and display a field for entering color HEX codes.
In the Bot image, Operator image and User image fields you can upload images that the system will use as avatars. You can upload .jpeg and .png images up to 5 MB in size. These fields are optional. If you don't upload images, the system will use the default ones.
Select the check box next to Request result for of dialog so that the system asks the client for feedback when the dialog ends.
Якорь
In the Link to knowledge base – you can add a link to an information resource that your clients can visit.
In the SL of the first response (sec) – specify the time period for the operator to respond to the first message from the client. The response time is used in the reports.
In the SL of subsequent responses (sec) – specify the time period for the operator to respond to the next message from the client. The response time is used in the reports.
In the Links to messengers section you can specify links to instant messengers and social networks where you want to use the chat. Buttons with messengers and social networks logos will be displayed next to the widget button. By clicking on any of these buttons the client will be able to start chatting in the widget or any messenger or start chatting in the widget, and then proceed to the messenger to continue their dialogue.
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In this section you only provide links to instant messengers and social networks. If you want clients to communicate with the bot in messengers and social networks, it is necessary to integrate the bot with the specified messengers and social networks. |
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As a result, a window with chat settings will open, as shown in the image below.
The steps for editing chat settings are similar those described in the Creating new chats section.
Deleting chats
To delete a chat, click Delete in the line of the necessary chat.
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In the dialog window, confirm this action.
Viewing chat dialogues
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To view chat dialogues for all clients, click View dialogs in the line of the necessary chat.
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In the All messengers field, you can select the necessary instant messenger or social network that your chat is connected to. You can select the necessary value using the drop-down list.
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If you select the All option, the system will display all dialogues that start with the bot's message.
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2. In the All chat sessions field, select the necessary report type.
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| All chat sessions |
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| report with detailed information about all chat sessions | |
| All chat sessions with markers |
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| report with information about chat sessions where markers are used in scripts |
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| Chat sessions billing format | report with detailed billing information for all connected channels (for example, chat name, number of paid messages, cost, and etc.) |
| Chat sessions with operator metrics | report with information about the efficiency of the operator indicating the time of their responses to client questions |
| Productivity |
| report with information about the productivity of chat sessions, that includes the number of messages sent by the operator and the client, the maximum and average response time, etc. | |
| Sources | report with information about the number of messages sent by the bot and operator as well as the number of dialogues tranferred to the operator for all connected channels |
| Web pages |
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| a report with information about website pages visited by the client during the chat session | |
| Popular phrases |
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| a report that contains a list of the most popular phrases used in chat sessions | |
| Client phrases |
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| a report that contains a list of all client phrases |
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If you want the report to contain information about the time when messages were sent, select the With time in dialogs option.
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3. Click Export.
As a result, all records displayed on the list will be downloaded as a file in XLS format.
Viewing dialogues
To view a dialogue, click Show dialog in the necessary line.
As a result, a dialog box will open with detailed information about the selected dialogue:.
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In the dialog box with detailed information about the selected dialogue you can also copy the link to the dialogue. This is especially useful, for example, when you plan to contact the technical support. |
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