Multi-bot Transcripts and Interactions

This section of the user guide focuses on multi-bot transcripts and interactions. To help you navigate this article, we have broken it down into the following sections:

• What are multi-bot transcripts and interactions?
• Who has access to multi-bot transcripts and interactions?
• How do I access multi-bot transcripts and interactions?

What are multi-bot transcripts and interactions?

Multi-bot transcripts and interactions deliver a consolidated view of virtual assistant transcripts and virtual assistant interactions for multiple bots. Virtual Assistant - Administrative users accessing a parent bot have an additional filter in virtual assistant transcripts and virtual assistant interactions to filter for child bots. 

Who has access to multi-bot transcripts and interactions?

Creating or editing a question response is available to individuals with the following permissions: 

	Administrative	Standard	Limited	View Other Offices
Parent Bot
Parent bot Transcripts  (restricted by office permissions)
Parent bot Interaction (restricted by office permissions)
Child bot Transcripts
Child bot Interactions

If you need to filter child bot transcripts and/or interactions by office, then you will need to navigate to the individual child bot's transcripts and/or interactions and filter by office.

Parent bots can edit questions and add responses in their own transcripts and interactions, but cannot edit or add responses in the parent bot for child bot transcripts and interactions. 

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

When changing permissions for users connected to multiple virtual assistants, review the Changing permissions for users associated with multiple virtual assistants section of the Adjusting User Permission Settings article. 

How do I access multi-bot transcripts and interactions?

Virtual Assistant - Administrative users can access the virtual assistant filter by navigating to the parent bot. Under the Virtual Assistant section, click on either the Transcripts page or the Interactions page. 

On the right-hand side, select the filter button. 

The filter contains all the child bots and the parent bot. Multiple bots can be selected in any combination. The default will show either parent transcript or interaction content only.

For Virtual Assistant - Administrative users in the parent bot, transcripts and interactions pages display a column called “Virtual Assistant” which displays the name of the virtual assistant (i.e. institution name). This column can be sorted by clicking the column header. This column is included in the exported/downloaded transcripts and interactions CSV.

When a transcript or interaction is opened, an “Add a response” button for a Communication Opportunities response will be present. 

If you select Add a Response, the Create Question page will appear with the Content Sharing toggle engaged.

To edit a response or create a new question for a single child bot, the user needs access to the child bot directly.

Note: Child bots can never see any other bot’s transcripts or interactions.