Manage conversations
Once your bot is live, this is where you keep an eye on it. Read every customer conversation, take over a chat when someone needs a person, see what people ask about most, and use your own bots privately for day-to-day work.
Customer transcripts live in Conversations. My Chats is only for your own private chats with your bots.
Most common tasks
In this section
- Review customer conversationsFind, filter and read every conversation your bots have with customers, see AI summaries and user details, and share or download transcripts.
- Take over a live chat from your botLet your team step into a live website chat, reply to the customer directly while the bot pauses, then hand the conversation back to the bot.
- See what customers ask with analyticsUse your bot's Overview tab to see usage, conversation topics, customer sentiment, engagement, the most common questions and AI recommendations.
- Chat with your own bots in My ChatsUse My Chats to chat with your own bots for day-to-day work. It's for your chats only - customer conversations are in Conversations.
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