Dialogues
In theDialogues section section, you can view conversations with users, reply to them as an operator, and manage dialogs.
Use Chat component to implement communication between the user and the manager in the bot.
Dialog list
The left side of the section shows a list of dialogs. Below a user’s name on the platform, you may see the email address they used to register with Botmother.
Use the tabs to view:
- Mine — dialogs assigned to you;
- New — new dialogs with users who reached the Chat component;
- All — all available dialogs;
- Blocked — dialogs with blocked users.
To open a dialog with a user, click their name in the list on the left.
You can filter dialogs by operator and by the date range of the user’s last activity. To use these filters, expand the Filters panel.
Use the bell icon to turn notification sounds on or off.
Working with a dialog
Open a dialog to view the conversation and reply to the user as an operator.
The dialog also shows the user’s journey through the bot: when they started it, which buttons they clicked, what text they sent, and how the bot responded.
System messages also appear in the dialog, such as when the bot was paused, an operator was assigned, or the dialog was closed. Each system message shows the date and time of the action.
To send a message, click the blue arrow button below the input field on the right. Next to it is the button for pausing or resuming the bot.
When the bot is paused, new messages from the user still appear in the dialog, but they do not trigger the bot’s flow.
For example, if you have configured a “Template” event for the word “Pay,” the event will not trigger while the bot is paused, and the screen assigned to it will not appear in the chat.
You can resume the bot manually by clicking the pause icon again. The bot also resumes when you move the user to a screen or when the assigned operator leaves the dialog.
If you reassign the dialog to another operator using the “Assign” button, the bot remains paused.
Other options below the input field on the left include:
- Emoji — add an emoji;
- Paperclip — attach a file;
- Image — attach a picture.
To leave an internal comment for the support team, click the chat icon below the input field. The input field will turn yellow, and you can write your comment. Your details and the time it was sent will be added automatically. Internal comments are visible only to chat operators.
To send an internal comment, click the send button as you would for a regular message.
To exit internal comment mode and return to the regular conversation with the user, click the chat icon again.
You can also block a user by clicking the block icon. The dialog will then move from the general list to the “Blocked” tab on the left.
To unblock a user, click the block icon again.
Users can send files, images, and videos to an operator. All media sent by the user is visible in the dialog.
Images appear directly in the conversation. Audio and video files are downloaded automatically; you can then open them to listen or watch.
When a dialog is open, three actions are available at the top of the screen: Take, Assign, and Leave.
Take assigns the dialog to the operator who clicks the button.
A dialog can have only one assigned operator, although several operators can communicate with the user.
You can assign an operator in three ways:
- Click “Take”.
- Click “Assign” and select yourself from the operator list.
- Send a message in a dialog that has no assigned operator.
If a dialog already has an assigned operator, another operator can open it and message the user. The assigned operator will remain the same.
A dialog appears in the “Mine” list only for its assigned operator. Other operators can work with the same dialog, but it will not appear in their “Mine” lists.
For example, Alex is handling a customer’s dialog and is the assigned operator. Alex goes to lunch without leaving the dialog. While Alex is away, Emma opens the same dialog and replies to the customer.
Emma does not become the assigned operator automatically. To take responsibility for the dialog, she must click “Take” or select herself through “Assign”.
The dialog will then be assigned to Emma and appear in her “Mine” list. If Emma only replies to the customer, Alex remains the assigned operator.
If several operators assign themselves to the same dialog at the same time, the most recent assignment takes effect.
Assign opens a dropdown list of operators. Select an operator to assign the dialog to them.
Leave removes the assigned operator from the dialog and resumes the bot if it was paused. This button is available only to the operator assigned to the dialog.
User details
To view more information about a user, click their name to open the user details panel.
The user details panel shows:
- Platform and the user’s ID on that platform;
- The user’s Botmother ID (BM ID);
- The name and ID of the screen the user is currently on;
- Segments;
- Tags.
From this panel, you can view the user’s state, move them to another screen, and leave an internal comment.
