Activity

Activity is the record of what your agent said, to whom, and on what grounds. It is where you go when someone says "your chatbot told me...".

The list#

On the left are the conversations, newest first. Each row shows the channel, how long ago the last message was, the visitor's first question, the number of messages and the confidence of the latest answer.

• Period. The list covers the last 30 days unless you pick other dates. The dates filter on a conversation's last message, not its first.
• Channel. The chips above the list filter by where the conversation happened: Widget (the chat button), Iframe (the inline version), Playground (your own tests) and API. The number on a chip is how many that channel had in the period you are looking at, so it is the number of rows pressing it gives you.
• The list shows 50 conversations at a time, with Show older conversations underneath for the next 50, as far back as the period goes.

The selected conversation is part of the page's address, so you can bookmark one and come back to it.

A conversation#

Click a row to read it. For every answer you see:

• the confidence, as a coloured pill
• the grounding verdict, but only when the check disagreed: Partly backed or Not backed, with an explanation beside it
• the sources it drew on. Hover over one for how closely it matched
• the visitor's rating, if they gave one: Helpful or Not helpful
• the model that wrote it and the number of tokens read and written

Under a visitor's question is Asked on and the page they asked it on, when the widget knew it: the page's own name when the agent has read it as a source, otherwise its address with numbers and codes masked. Install the widget.

A conversation that began with a click on the greeting or the second nudge says so above its first message. A first message such as "yes please" answers the message the visitor clicked, which the agent was given too.

At the top is when the conversation began and a short visitor number. The same number on two conversations means the same visit: it lasts until the visitor closes the tab. It says nothing about who the person is.

A deleted source disappears from the sources under old answers, since there is nothing left to point to.

Files from visitors#

If visitors can send files, each file is shown under the message it came with: its name, a small copy of a picture, its pages, and read in part when the agent read only the start. Click the name to download the file. Delete file erases the file and what was read from it, and leaves the rest of the conversation. A deletion and each download are written to the audit log, without the file's name. After 30 days the name stays and there is nothing left to download.

On an answer to a question that came with a file, Improve answer is not offered: a question and answer under Sources cannot carry the file.

Improving an answer#

Under every answer is Improve answer. It opens the visitor's question and the answer as the agent gave it, for you to put right. What you save becomes a question and answer under Sources, on the Q&A tab, and the agent answers from it from then on. Where it and another source disagree, for instance a page on your site that still has the old figure, the agent gives your answer.

• Write the question out in full. A follow-up such as "and in black?" means nothing on its own, and the pair is found by its question alone.
• The conversation does not change. It stays the record of what the visitor was told. The answer is marked Improved, with a link to the pair.
• To change the pair later, delete it under Sources and improve the answer again.

Export#

Export PDF downloads the conversations in the chosen period, with the chosen channel filter. There is no CSV export. For data you want to process, use the API.

• One PDF holds at most 500 conversations. If the period has more, you are told, and you export it in parts.
• It contains each message with its role, its time and the answer's confidence, and a line for each file a visitor sent. It does not contain the sources, ratings, model or token counts, or what a file said.
• Times in the PDF are UTC. Confidence is the same percentage the screen shows.
• An export is written to the audit log: who made it, for which days and how many conversations. Nothing that was said in them.

What is kept, and for how long#

Conversations stay until you delete them, or the agent. There is no automatic clean-up.

Delete at the top of a conversation erases it and every message in it, with the lead the visitor left in it, which is how you answer a visitor who asks to be forgotten. It cannot be undone. What the agent did stays in the audit trail and the month's usage does not change, but Overview and any client report are worked out from the conversations each time they are read, so both will differ afterwards. Data and privacy covers what is stored about visitors.