Transcripts

Check notable dialogue between Users, Agents, and AI Assistants

The "Transcripts" view lists potentially useful and relevant conversations between users and a particular Chat Flow. The view reveals the Hub Name (refers to Chat Flow used), the Name of the user, the Channel involved, and the Date and Time the conversation took place.

The Transcripts page reveals captured dialogue between Users, Agents, and AI Chatbots.

When people use the Chat Flows you create with Captivate Chat, useful dialogue is captured and stored within your account.

You can review these in the Transcripts tab.

Each transcript listed in the Transcripts page are arranged based on the following components:

• Hub Name: This is the name of the Chat Flow where the intelligent dialogue occurred.

• Name: This is the User who interacted with the Channel.

• Channel: This is the Channel used in the interaction - either an automated AI Chatbot or an agent via Live Chat.

• Date and Time: This refers to a date and time of a particular interaction between the Chat Flow (AI Chatbot inside a Channel) and the user.

What kinds of dialogue are captured?

Dialogue in the transcripts are stored within the Transcripts page whenever your AI Chatbot encounters a unique conversation after the user accesses its Chat Flow. This can come in different forms, some examples of which are:

• A user asking intelligent questions that challenged the AI Chatbot's knowledge

• A user providing new information that the AI Chatbot might deem useful in the future

• A user requesting for information or actions that are not available in the AI Chatbot's programming

• A user demonstrating different emotions throughout the exchange

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Clicking a Transcript

The Conversation View reveals information about the Chat Flow used, the user who interacted with the AI Chatbot, and a transcript of their conversation.

Clicking a Transcript will reveal a Conversation View. This reveals the relevant dialogue captured by our system. It has the following components:

• Name: The name of the Chat Flow involved. In this case, it's a Chatbot named "Chatbot - Guidebot V2."

  • Last Activity: The last activity of the Channel.

  • Channel: The Channel implementation type, in this case a Web Widget.

• First Name/Last Name: The name of the user. They are given a default name if they don't provide them to the AI Chatbot.

• IP Address: The IP Address where the AI Chatbot was accessed.

• Device: The kind of device used to converse with the AI Chatbot.

• Phone Number: The phone number of the user.

• Email: The email address of the user.

Additional options for transcripts in the Conversation View. Users can use the search bar to look for a specific message, or click the hamburger toggle to export the conversation into a PDF or report issues to the Captivate Chat team.

On the upper right of the Conversation View are other settings:

• Search Message: Lets users find a specific text, phrase, or message in the transcript.

• Settings: The hamburger menu has additional options

  • Export PDF: Exports the conversation as a PDF file

  • Report Issues: Lets you describe an issue with the conversation that the Captivate Chat team can review.

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Modifying a Transcript

Clicking a specific Transcript conversation gives the option to Delete it, as seen by the "Delete" button.

If you click the checkbox beside the conversation of your choice, the system will select it. You can then click the Delete button to permanently remove this transcript from your account.

Deleting a Transcript conversation is permanent and irreversible.