Inbox
Conversations are the place for helpdesk teams to collaborate on resolving all conversations from a specific AI agent in one place.
- Navigate to the 'Conversation' menu item and choose your AI agent
Administrators can navigate across AI agents by selecting the dropdown in the upper left corner next to 'Conversation' and also choose the time range for the reports.
The Conversation provides key details such as the user's name, conversation status, a channel where the interaction occurred, the snippet of the last message, associated ticket ID (if applicable), and the CSAT rating.
Clicking on a specific conversation opens the chat history in a side drawer, revealing the entire exchange with the user.
By selecting 'Show details,' administrators gain access to additional conversation context, including sentiment, justification for the sentiment, and linked tickets if any. Further on clicking a specific AI agent response, admins can see the entire 'synthesis' that resulted in the response.
The synthesis section reveals detailed information about the retrieved knowledge articles, and how the answer was inferred from that context.
If the conversation is taken over by the Agent, you will see it in 'Current mode' as taken over by the agent and the name of the agent.
TBD
TBD
TBD
TBD
