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A session is one conversation with a chatbot, from the first question to the last. Sessions keeps every conversation, including the ones you have in Live Preview, so you can see what people ask and how each chatbot replied. You can rate any answer, ask Vera to summarise a conversation, and see the themes that come up across a chatbot’s conversations.

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Before you start

Tenant Owners, Workspace Admins and Workspace Members can read sessions, rate answers and export conversations.

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Read a conversation

A chatbot's sessions, with its session and message totals at the top, one conversation open with each question marked User and each reply Assistant and rating buttons under each answer, and Chatbot insights on the right.
Select Sessions. The page shows how many sessions each chatbot had in the period chosen at the top. Choose a period, and pick an account under Account to see only the conversations linked to that customer account. Under All chatbots, select Open on the chatbot, then select a session to expand it. Each question is marked User and each reply Assistant. Select Open on the session to see it alone, with the other sessions listed beside it. Select Back to sessions to return to the list, or All chatbots to pick another chatbot. Next, rate an answer.

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Rate an answer

Under any reply from the chatbot, select Helpful, Wrong or Missing information. Each person has one rating per answer, and you can change yours at any time by selecting another. Ratings do not change any answer on their own. Answers rated Wrong or Missing information appear under Flagged answers on the chatbot’s Training tab, where Tenant Owners and Workspace Admins can fix them. Next, summarise a conversation.

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Summarise a conversation

1

Open the session

Expand a session.
2

Ask for a summary

Under Conversation summary, select Generate summary.
Vera writes a short summary of that conversation. Select Regenerate summary to write it again, for example after more messages. Next, see themes across conversations.

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See themes across conversations

Chatbot insights, beside a chatbot’s sessions, sums up its conversations across all dates and accounts. Overview shows the top themes, the questions left unresolved and suggested actions. Themes and Questions show the first two on their own. Insights are built from conversation summaries, so summarise some conversations first. Then select Regenerate insights. The panel shows how many sessions the insights are based on. Next, export conversations.

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Export conversations

The Export conversations window, with From, To, Cancel and Download JSON.
1

Open the chatbot

Select Chatbots, then Open on the chatbot.
2

Start the export

Select Export conversations.
3

Choose the start date

Set From.
4

Choose the end date

Set To.
5

Download

Select Download JSON.
Your browser saves a file with every session started between those dates, and all of its messages. Next, see how your chatbots are doing.

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Troubleshooting

Generate a summary for at least one of the chatbot’s conversations, then select Regenerate insights again.
Choose a longer period at the top, or set Account back to All accounts.
Make sure From is on or before To.