Filter conversations on live chat

On a day to day basis, the bot interacts with multiple visitors. It gets difficult for the user to validate each and every interaction and check what the visitors are actually looking for.

Applying filters under live chat helps out the users to filter out the conversations as per their preference.

What criteria’s are available to filter out the conversation? 

The user can use various sets of filters to filter out the conversation. They are; 

Bot: 

This allows the users to filter out the conversations on basis of the bot i.e if there are multiple bots under one account, the user can opt for the bot for which they would like to see the conversations

Status: 

This allows the users to filter out the conversations on the basis of status of the conversation i.e whether the conversation is open or closed

Assignee: 

This allows the users to filter out the conversations assigned to the agents / teammates

Label: 

This allows the users to filter out the conversations as per the labels tagged to them

Rating: 

This allows the users to filter out the conversations on basis of their CSAT ratings

Date: 

This allows the users to filter out the conversations on basis of the date i.e it can either be a particular day or month or custom time frame as per the preference from the users

Keywords: 

This allows the users to filter out the conversations on the basis of the set of keywords used in the conversations.The users can select multiple filters to filter out the conversations

How to apply filters to find the desired conversations? 

Users can follow the following steps to filter out the conversation;

1 – Access the ‘Live Chat’ screen

2 – Click on ‘Menu Gear’ at the top to access the available filter options

3 – Select the criteria on basis of which you want to filter out the conversation

4 – Click on ‘Apply’ to apply the filters

In-order to reset selected filters, the users can click on ‘ reset’