You can view chats that are waiting in queue, closed, or currently assigned to an agent in your organization. Users who have Bold360 AI platform accounts also see conversations with the bot.
To list chats, click the arrow in the-top left corner of the workspace above your list of sessions.
Chats are grouped on the following tabs:
You can select the level of chat details that you want to see in your workspace by clicking the column selector (cogwheel) on the right. Columns in the selector can be sorted by name and order of appearance in the chat list. Sorting does not apply to the column order in the chat list.
You can also filter chats by department and chat folder. To do so, click the department selector or the chat folder drop-down list respectively.
Depending on what chats you view, the following chat details are displayed:
You can do the following when you monitor your chats:
You can set up warnings to display that there are issues with some of your chats. These warnings are displayed when certain pre-defined conditions are met. You can only set up warnings for those columns in Monitor View that contain time, such as time when the chat was Created or Started.
To set up warning, do the following:
On the Bot tab, you can monitor the conversation between customers and the bot and you can transfer the bot chat to a live agent as needed. The agent will see the complete chat history in the Agent Workspace.
To do so, transfer your selected chat(s) to a live agent as described in How to transfer a chat.