The new update allows customers to view bot handled and agent-handled chats separately in the “All Conversations” section. Furthermore, the new chat notifications ensure that no conversations are missed. We created this chat segmentation to tackle three problems:
- Not being able to view the bot-handled chats separately in the “All Conversations” section.
- No view of the number of new incoming chats
- Having to refresh the page constantly to view incoming chats.
Chat View & Functionality*:
This view is only available for Admins and Supervisors/Managers.
The “All” Conversations section is now divided into two tabs:
1.Agent: Shows the chats that are assigned to the agents in real-time
2. Bot: Shows the chats that are assigned to the bot in real-time.
Here’s a quick snapshot of what’s changed. The old view versus the new one:
Note: The agent-handled or bot-handled section will show only the open chats in the respective sections.
New functionality available with the new chat view: Refresh Interactions
All new chats will now accumulate to give you a “Load” button to load all the new incoming chats that are handled by the Bot.
You can click on “load” to view all the fresh incoming conversations that are being handled by the Bot Only.
Screenshot is attached below.
NOTE: This view is not available when you apply an advanced filter. Once you click on the below-shown filter, the split screen of the bot and agent view will be hidden to show you the filtered view you have applied.