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Chat with your own bots in My Chats

My Chats is a chat space for you. Use it to ask your own bots questions as part of your daily work, for example an internal knowledge bot that knows your policies, and to come back to those chats later.

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Looking for your customers' chats?

My Chats only holds chats you start in My Chats. Conversations your bots have with customers, on your website or any other channel, are in Conversations.

My ChatsConversations
What's in itChats you start yourself with your botsEvery conversation your bots have with customers
Who uses itOwners and admins, each with their own listEveryone on the team
Where the chats come fromThe My Chats pageWebsite widget, Slack, WhatsApp, API and your other channels
Human takeover, summaries, filtersNoYes

Before you start

  • Who can do this: team owners and admins.
  • Your team needs at least one bot. My Chats appears in the sidebar once it has one.

Steps

Start a chat

  1. Select My Chats in the sidebar.
  2. On Start a new chat, open Select a bot and choose a bot. You can type to search.
  3. Type your message and press Enter.

The bot answers exactly as it would for a customer, using its knowledge and power-ups.

Find and continue a chat

  • Your chats are listed under Chats, newest first. Select one to carry on where you left off.
  • Select Search chats to search your chat history.
  • Select New chat to start another chat.

Share, download or delete a chat

Open the ⋮ menu next to a chat:

  • Share link: copies a link to a read-only copy of the chat. Anyone with the link can read it.
  • Download: downloads the chat as a CSV file.
  • View bot settings: opens the settings of the bot you were chatting with.
  • Delete: permanently deletes the chat.
    The menu next to a chat in My Chats, with Share link, Download, View bot settings and Delete

Things to know

  • Your chats aren't listed in Conversations, and other people's My Chats lists don't show them.
  • They use message tokens from your team's allowance, like any other chat. See Message tokens.
  • They count towards the bot's usage and analytics, such as conversation counts on the bot's Overview.

Troubleshooting

I can't see My Chats in the sidebar

Check that your role is Owner or Admin and that the team has at least one bot. Responders and Viewers don't have My Chats.

My customer's conversation isn't in My Chats

That's expected. Customer conversations are in Conversations.

Related

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