Dashboard

Chat volume, hand-overs to people, waiting and handling times. One chat is one customer on one day (IST).

Chats by dayBot handled Human transferred
Chats by hourWhen customers start a chat (IST)
Needs attention now
Agent-wise performanceOne count per hand-over: a chat passed between two agents counts for each.
Why chats were handed over

The reason the bot gave when it transferred.

ChatsClick a row to read the conversation.
How these numbers are counted
Total chats
Customers who wrote in the period. A customer who writes on three different days (IST) counts as three chats.
Human transferred
Chats the bot handed over to people, whether or not an agent joined.
Bot handled
Chats the bot handled from start to finish with no hand-over.
Open chats
Handed-over chats an agent has replied to and not closed yet.
Closed chats
Handed-over chats an agent closed, plus bot chats where the bot had the last word.
Bot abandoned
Bot chats where the customer wrote last and got no reply that day.
Transfer unanswered
Handed-over chats where no agent has replied yet, for example a hand-over nobody picked up.
Avg agent wait
From the hand-over to the first reply by an agent.
Avg handling time
From the agent joining to the chat being closed.

Conversations

Pick a conversation to read it.

Agents

How each agent is doing with the chats handed to people, and who can sign in.

PerformanceClick an agent to see the chats they handled.
How chats were closed

Closing reasons chosen by agents in this period.

Attendance

Check-ins, breaks, idle time and productive hours for every agent. Times are in IST.

Agents

Productive time is time checked in, minus breaks and idle time. productive break idle

Team settings

Support hours

When chats are handed to people. Outside these hours the bot tells the customer when the team is back. Times are in IST.

Open on
From
to
Today only

Today from
to
Late shift
Idle time

An agent is idle when the desk has not been touched, or has been in a background tab, for longer than the limit.

Idle after
minutes (0 switches idle tracking off)
Labels for chats

Agents put these on a customer's chat from the desk (for example VIP or Follow-up needed). A label stays with the customer's number, and Conversations can be filtered by it.

Break reasons

What agents choose from when they take a break.

Response-time targets

Past the target a chat's timer turns red on the desk, and supervisors and admins get an alert. The Dashboard shows the share of first replies within the target.

First reply
minutes after the hand-over (0 = off)
Next replies
minutes after the customer writes (0 = off)
Chat routing

Who gets a waiting chat. An agent who speaks the customer's language and has the right skill is tried first; if none is free, any free agent gets it. Set each agent's languages, skills and own limit under Agents > Accounts and access.

Chat limit
chats per agent at a time (0 = no limit)
Skills

A chat needs a skill when one of its words appears in the bot's hand-over note or in what the customer wrote. Separate the words with commas.

Customer rating

Sent on WhatsApp when an agent closes a chat, when the bot finishes a chat, and when a customer asks to rate. The customer taps Rate and picks 1 to 5 stars (or types the number). The message goes in the language the customer was writing in. Ratings show on the Dashboard and the Agents page.

QuestionThank-you after a rating English Hinglish Hindi
Closing reasons

An agent must pick one before closing a chat. Switch a reason off to stop offering it; chats already closed keep it.

My account

Forgotten your password? An admin can reset it from Agents > Accounts and access.

Bots

Each bot has its own prompt, model and connectors. Customers talk to the bot marked Live. Create another bot to try changes in the simulator first, then make it live when you are happy with it. The knowledge base is shared by all bots.

Knowledge base

Download

The bot answers product questions only from these entries. A document must use headings like "Q17: How to create a sales invoice?" followed by the answer, with "TOPIC 3 — SALES" lines for sections.

Pick an entry to edit it.

API connectors

An API connector lets the bot call one of your systems during a chat, for example to look up a subscription or create a lead. The description tells the bot when to use it, so write it like an instruction. Also mention the connector by name in the Prompt where it matters. Knowledge base lookup and human transfer are built in. The plan lead is the connector named send_plan_lead: edit it here like any other.

Settings

AI model

The model is now chosen for each bot, so a test bot can run a different model from the live one.

Quick replies

Saved answers for agents. On the desk they type / and the shortcut, for example /greeting.

Usage in the last 30 days

Measured from each bot reply. Cost is an estimate from list prices in US dollars and does not include WhatsApp or hosting.

Set on the server

These are changed in the server's settings file, not here.