Filter conversations
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.
Criteria available to filter out the conversation:
User can use various sets of filters to filter out the conversation:
Bot: This allows the users to filter out the conversations on the basis of the bot i.e., if there are multiple bots under one account, the user can opt for the bot in which they would like to see the conversations.
Status: This allows the users to filter out conversations based on the open or closed status.
Assignee: This allows the users to filter out the conversations assigned to the agents / teammates.
Label: This allows users to filter out the conversations as per the labels tagged.
Rating: This allows users to filter out the conversations on the basis of their CSAT ratings.
Date: This allows users to filter out the conversations on the basis of the date i.e., it can either be a particular day or month or custom time frame as per the user’s preference.
Keywords: This allows users to filter out conversations based on the set of keywords used.
Users can select multiple filters to filter out the conversations
Applying filters to find the desired conversation
Go to the 'Live Chat' screen.
Click on the 'Menu Gear' at the top to access the available filter options.
Select the criteria on the basis of which you want to filter out the conversation.
Click on 'Apply' to save the filters.
In-order to reset selected filters, the users can click on ‘Reset’
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