This section of the user guide is focused on chatbot transcripts and interactions. To help you navigate the article we have broken it down into the following sections:


What are Transcripts and Interactions?

Transcripts and interactions allow you to review each conversation and interaction that happens in the chatbot. You can review the transcripts and interactions to look for trends in topics or missing information that could be added to the bot.


Who has access to Transcripts and Interactions?

Analytics is available to individuals with the following permissions: 


Administrative

Standard

Limited

View Other Offices

Transcripts
Interactions



For more information on user permissions, review the User Roles & Permissions article.



How do I access Transcripts or Interactions?

On the navigation pane, under the Chatbot section, select either Transcripts or Interactions.
The Transcripts dashboard allows you to view all chatbot conversations, both for live usage and testing. A conversation is a group of interactions from when a user asks their first question to when they navigate away from the chatbot. Conversations are arranged chronologically, with the most recent conversations at the top of the list.


Transcripts


The Transcripts dashboard allows you to view all chatbot conversations, both for live usage and testing. A conversation is a group of interactions from when a user asks their first question to when they navigate away from the chatbot. Conversations are arranged chronologically, with the most recent conversations at the top of the list.


Select the conversation icon to the left of a conversation to view a transcript of the conversation.

  • If the chatbot participant received a response from your knowledge base, there will be an Edit Response button at the lower right-hand corner of the interaction. 

    If you want to make changes to the response, select Edit Response, make your edits, and then select Save.  
  • If a chatbot participant received an IDK ("I Don't Know") response or provides suggestions, there will be an Add A Response button at the lower right-hand corner of that interaction. 


    If you would like your chatbot to be able to answer that question when asked in the future, select Add A Response, compose your response, and then select Save.



Marking transcripts as read


To mark a conversation as read, in the Read Status column, select the checkbox. This will mark the transcript as read in your admin, not for all users. 


Note: Need IP addresses from conversations? You can export conversations from a specified date range into a CSV file by selecting the Export icon within the filter.



Interactions


The Interactions dashboard allows you to view all user conversations, both for live usage and testing. An interaction is defined as one chatbot participant question and one chatbot response. Interactions are arranged chronologically, with the most recent interactions at the top of the list. 


Select the conversation bubble icon to the left of the conversation to view that interaction within the context of the conversation in which it occurred. The interaction selected will be highlighted in yellow.


Any Explore Feature suggestions, videos, and links displayed to the chatbot user will be shown below the interaction. 


Interactions that were the result of selecting a suggestion from the Explore Feature can be identified by the compass icon. When you expand the interaction, the interaction will show the prior interaction in white followed by the interaction triggered by the explore bar highlighted in yellow.




Filtering

You can enter keywords into the Search bar, change the date range, or both to adjust results. 


Select the funnel icon to filter interactions.

  • Input Type
    • Direct - Interactions that received a response directly from the knowledge base
    • Via Explore - Interactions in which the chatbot participant selected a response from the chatbot's Explore Feature.

      For more information about the Explore feature, review the Explore Bar Links and Videos article.

  • Response Type
    • Knowledge base - Your chatbot identified a matching response to the chatbot participant's question from within the knowledge base (general library & custom questions)
    • Search - Your chatbot did not identify a matching response to the chatbot participant's question within the knowledge base and provided relevant links from your institution's website. (Webpages related to a client's contracted department are indexed as part of the chatbot setup process.)
    • IDK ("I Don't Know") - Your chatbot did not identify a matching response to the chatbot participant's question from within the knowledge base and was also unable to provide relevant suggestions or links. The chatbot participant was invited to complete a contact form to be sent to the applicable office for a response from a staff member or offered the option to be connected with a live chat agent if available.
  • Language 
    • All of the languages that are enabled on your chatbot will be displayed here. That will include English and could also include Chinese (Simplified), Vietnamese, and Spanish.
  • Office 
    • The same offices that are available as contact options will be displayed here. Whenever a chatbot participant chooses an office to contact, those interactions will be displayed under the applicable filter.
  • Read Status
    • The ability to filter by read or unread interactions.
  • Library
    • The ability to filter by library.
  • Feedback Reaction
    • The ability to multi-select interactions with feedback reaction.
  • Feedback Comment
    • The ability to select interactions with comment feedback.
  • Include Testing toggle
    • The ability to include testing interactions using the Test my Bot feature.


Marking interactions as read


To mark an interaction as read, in the Read Status column, select the checkbox. This will mark the transcript as read in your admin, not for all users.



Best Practice: Help your chatbot grow by adding custom responses to the questions that your chatbot was unable to answer but that fall within the chatbot's scope. 

You can filter interactions by Response Type - IDK to view questions your chatbot was unable to answer.