Archives

Get access to past chats between your bots and users.

Archives give you real-time insight into every interaction and action. They also provide you with valuable data about your visitors and guide you on what adjustments you need to make to increase the efficiency of your chatbots.

To access your Archives, select the clock icon on the left panel.

Search your archives

In Archives, all chats are sorted chronologically. If you want to find specific information, use filters.

• Date — Find all chats within a specific time frame.

• User ID — Find all past chats with a user with a specified user ID.

• Session ID — Find a specific chat based on its session ID.

• Story — Find all chats that occurred with a selected bot story.

• Integration — View all chats that occurred with a chosen integration.

1. By default, Archives show all chats. Click on the + Add filter to customize the view.

   

2. Choose a filter. You can combine filters to narrow the list of visible chats.

   

3. Click the Apply filter button to see only relevant chats. For example, to display one integration and one chatbot.

   

Chats preview

Archives give you an extensive overview of past chats between your bots and users.

Besides the original chat, you can preview:

• collected attributes

  

• which interactions and actions were triggered during the chat (you need to enable the Debug mode for this)

  

• the chat parameters in the JSON format

  

A red DEBUG MESSAGE means that an action could not be executed. The bot will return an error message when it’s missing a configuration or user data to perform the action. For example, when creating tickets, make sure the user can fill in all the necessary information (e.g. e-mail address) while chatting with your chatbot. You can see more details about the error if you view the chat parameters in the JSON format.

A red DEBUG MESSAGE means that an action could not be executed. The bot will return an error message when it’s missing a configuration or user data to perform the action. For example, when creating tickets, make sure the user can fill in all the necessary information (e.g. e-mail address) while chatting with your chatbot. You can see more details about the error if you view the chat parameters in the JSON format.

Interactions

• Start Flow

• User input

• Bot response

• Default fallback

• Contextual fallback

• Filter

• Attachment input shows the type of attachment (image, video, document, any) and returns the attachment’s URL. 

  The data is saved to a default {{attachment}} attribute, but you can create your own custom attributes.

  The Attachment input is unavailable for the ChatBot Chat Widget. It works within the LiveChat and Facebook Messenger integrations.

• Flow

Actions

• Go to step shows the designated interaction.

• FAQ

• Add to segment shows the segment that a user was added to.

• Delete from segment shows the segment that a user was removed from.

• Webhook shows the webhook’s name. 

  With webhooks, you can pass and retrieve information from a matched interaction to your web service.

• The Set attribute shows the attribute with the assigned value.

• A/B Test enables you to test up to 5 different flows at the same time.

• Question

• Close chat

• Use Backtracking to avoid the bot going back to the previously matched interactions in a single session. 

  You can choose from two options:

  1. Allow Subsequent blocks only,

  2. Allow Subsequent and triggered from anywhere blocks.

• Zapier represents passing information (e.g. collected attributes) to the destination app via Zapier.

LiveChat actions

• Create ticket for LiveChat shows the LiveChat ticket details:

  1. Subject

  2. User’s e-mail address

• Transfer chat shows whether the chat was transferred:

  1. within the same LiveChat group where the chat started,

  2. or to another group in LiveChat. 

  The ID = 0 refers to the General group.

• Mark goal shows the goal ID that has been achieved.

• Tag chat shows the tag’s name applied to the chat.

• Send transcript shows the e-mail address that the chat transcript is forwarded to.

Shopify actions

• Show products

• The Product availability action looks for specific products in the Shopify store and displays the following information about the matched items:

  1. Product ID

  2. Title

  3. Price

  4. Product status: available, unavailable

  5. Image

  6. Product URL

• The Order status action uses the order ID and postal code provided by the user to display the following information about the order:

  1. Order ID

  2. Fulfillment status: fulfilled, in progress, on hold, open, partially fulfilled, pending fulfillment, restocked, scheduled, unfulfilled

  3. Financial status: authorized, expired, paid, partially paid, partially refunded, pending, refunded, voided

  4. Postal code

  5. Order URL

Freshdesk actions

• Create ticket for Freshdesk shows the Freshdesk ticket details:

  1. Subject

  2. User’s e-mail address

  3. Priority: low, medium, high, urgent

  4. Description - the user’s message

• Add contact for Freshdesk shows contact details added to Freshdesk:

  1. Contact name

  2. E-mail address

Zendesk action

• Create ticket for Zendesk shows the Zendesk ticket details:

  1. Subject

  2. User’s e-mail address

  3. Priority: low, normal, high, urgent

  4. Description - the user’s message

HelpDesk action

• Create ticket for HelpDesk shows the HelpDesk ticket details:

  1. Subject

  2. Requester Name

  3. User’s e-mail address

  4. Tags: support, complaint, feedback, sales, request

  5. Priority: low, medium, high, urgent

  6. Description - the user’s message

Other

• Success - Action performed successfully.

• Failure - Action failed.

• Red Debug message shows the error messages returned by the bot.

• If your bot doesn’t recognize the user’s message, you can train the bot with this phrase in the Training tab.

Chat details

In the right panel, you can see the Chat details. That includes information about the user and the date and time of the chat. You can go directly to the user details in the Users tab by clicking See all user details.

The Session data section shows the chat session details, such as a chatbot’s name, an active integration, and default and custom attributes. Some session data are sourced from integrations, e.g., LiveChat or Messenger, and from the actual attributes you use in the chatbot.

If you have set some custom variables and your bot is integrated with LiveChat, the custom variables will be saved to ChatBot as default attributes, for example, “default_UserPhone”.

Before you start using default attributes in your chatbot, learn about attribute compatibility.

Before you start using default attributes in your chatbot, learn about attribute compatibility.