Inbox
In the inbox, you will see all the conversations the bot has had with users. This includes conversations conducted via chatbot and voicebot.
Inbox panel
The panel on the left displays a list of conversations. You will see information about the user, the conversation channel marked with the appropriate icon in the lower right corner of the profile picture, and the date of the conversation. If a moderator was involved in the conversation, it will be marked with an appropriate label.
In the middle section, you will find a transcript of the conversation – in the case of a voicebot, it will be a text transcription of the conversation – along with information about the actions or events that took place between the messages. These may include:
- session termination,
- detection of a specific intent,
- button click,
- LLM function invocation.
On the right side of the panel, the user profile is visible. Here you will see all the information about the person with whom the conversation is being held. This includes:
- name and surname (if available),
- information about the first and last interaction,
- conversation source (if available, e.g., a link to Messenger),
- conversation platform (e.g., Facebook),
- user variables – based on responses given in the conversation with the bot,
- system variables – e.g., ID of the last block used in the conversation.
Filtering conversations
By default, all conversations with a given bot are displayed. You can filter them based on specified criteria:
- moderator mode – displays only those conversations in which a moderator was involved,
- user variable – displays only those conversations for which the user variable meets a specified condition:
- is equal to the specified value,
- is not equal to the specified value,
- is less than/greater than the specified value,
- exists/does not exist – takes any value or does not take any value at all,
- timestamp older/newer than X minutes from now – this can be applicable only to variables that includes timestamp:
- first_interaction_timestamp,
- current_session_start_timestamp,
- last_end_session_timestamp,
- current_ticket_last_agent_message_timestamp,
- current_ticket_enable_moderator_mode_timestamp,
- current_ticket_disable_moderator_mode_timestamp,
- last_bot_message_timestamp,
- last_user_message_timestamp,
- last_agent_message_timestamp,
- last_message_timestamp.
You can also search for conversations containing a specific keyword. To do this, use the magnifying glass located above the conversation list.
Moderator mode
The operation of moderator mode may vary depending on the channel on which the bot operates.
For chatbots, the user can enter moderator mode if this option is available in the bot structure, or the moderator can take over the conversation from the inbox panel. It is also possible to conduct the conversation from a tool integrated with the KODA platform, such as Thulium. More about integrations can be found here.
For Facebook, taking over a conversation from the inbox is only possible within 24 hours of the last message sent in the conversation.
For voicebots, connecting to a consultant (i.e., entering moderator mode) is also possible if appropriately used in the bot structure – then the redirection will be to a contact center integrated with the platform and handling the calls.
Deleting the conversation
To delete a conversation from the inbox, click on the trash icon in the upper right corner of the panel, just above the user profile. Remember that deleting a conversation also means deleting the user from the system. This operation is irreversible.