Conversation Report

Search digital, human and virtual attendant interactions, filtering by custom criteria and exporting full conversations.

The chatbot conversation report includes both the sessions that transferred from the bot to a human agent and the conversations between the user and the virtual agent.

This differentiates it from the service report of the overflow.

To access the conversation report, follow the path Power / Chatbot / Conversation Report. After that, you arrive at the screen shown in Figure 1.

^{Figure 1: Conversation Report.}

Above we see that the screen already opens with pagination showing the most recent recorded services and the following information:

1) Session - with the session number, captured mobile number and the captured name. This in case the customer's interaction was done via a mobile phone, with the caveat that the captured name is the customer's name in their WhatsApp.

2) Date - with the date and time of the start of the customer's interaction with the virtual agent.

3) Action - with a to access the conversation with a single click.

But what is a session? In our case, a WhatsApp session refers to the 24-hour window for continuous conversations between company and customer. In other words: a single session can contain several conversations or services.

Attention: after these 24 hours WhatsApp itself closes the session and starts a new one, interrupting all interactions that are occurring continuously. This scenario is captured in the service report with the status

canceled due to inactivity as we see here If you want to locate specific conversations click on.

Filtering the Conversation Report

When choosing the filter, the system displays the

popup below: Figure 2: Conversation Report Filter.

^{How about we describe all the fields of}

Figure 2 Time range - set a time range for your filter, which cannot exceed thirty-one days.?

1) Session - provide the WhatsApp session to filter the conversations that occurred within it. Example of a session code:

2) c639c747-4637-4ff5-99c0-9f0e86d3c21b A tip: it is possible to copy the session number of a given service in the

digital workspace Protocol - enter the service protocol to find the conversation..

3) Another tip: protocols generated on the platform always start with YYYYMMDD and a sequence of numbers, totaling

17 numbers . Example: 20251007092633646.Tags - filter conversations by the

4) tags registered in the flow. An interesting feature: a tag Second Copy Success can bring in this filter all conversations that downloaded the bill for payment. The field

5) Operation is directly linked to the field Additional Information . In the first you choose the options:And then select the registered additional information you want to relate.

Example: an additional information NAO_TRANSBORDADA configured in a small code box

with operation value If you want to locate specific conversations click on Contains will bring in the filter all conversations that did not overflow to a human service. Channels - indicate the channel where the conversation started (Webchat, WhatsApp, Telegram, etc.) and optionally the contact to filter.

6) Now that you know all the filter fields click on

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