Chats

This guide will help you get a better understanding of the Chats section.

What is it?

The Chats section is where indigo.ai collects all interactions between the bot and users, and it is divided into multiple subsections.

Sections overview

• All user-chatbot conversations that occurred on the platform are stored in the Test section, while those that occurred on the website where the virtual assistant was installed are stored in the All area. The latter is also dived into the Open section, which collects all conversations that required human support and where the human takeover was active if set, and the Close section, which collects all the other types of interactions. Click on "All" to see the drop-down menu and filter the results.

• The platform also allows you to set a range of filters to meet certain requirements. In this regard, interactions can be filtered by CSAT scores coming from users, feedback to single answers, activated answers, topics, user email, or specific keywords. Click on "+ Add Filter" to see the drop-down menu and filter the results.

• All users who interacted with the bot will be identified by a fake name and a random code to ensure anonymity. However, such a name can be edited by clicking the pencil icon on the right. In this way, you can mark chats with relevant names related either to the user, the content, or other particular elements.

• Finally, the central part of the interface collects all exchanges that occurred between the bot and users. Every answer generated by the virtual assistant will come with a caption showing the name of the agent activated by the model and the timestamp of the interaction.