Conversation history reliable?

Answerly
1

I wonder how reliable the converastion history is? How is it constructed. I feel like it shouldn’t be a problem to have every message sent to the agent recorded and saved in a thread immediately?

I sometimes see messages missing from the conversations. Usually it seems like the conversation started after they already had a couple of back and forths.

I’m also worried because my client use to have around 10 conversations per day, and get 5 leads from these 10 with his previous human controlled chatbot - Now, he has received 2 conversations in 2 days according to chat history. Could be a coincidental period of low volume - or there’s something else going on.

I just know i don’t fully trust the conversation history.

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Hello @paradisianway,

Only messages which require tokens are stored in the conversation history. This means that messages related to GDPR and greetings are not stored.

It’s possible that your visitors are interacting with one of these messages, which could explain why the conversation seems to start abruptly.

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Here’s an example @Fatos :

Chatbot: Hi :wave:
I’m Caroline, and I’m here to answer your questions!

Customer: Do you have a store I can visit?
Chatbot: Yes, we have a store in Hisings-Backa. You’re welcome to visit us!

Customer: What’s the address?
Chatbot: We’re located at Backa Bergögata 2 in Hisings-Backa. Welcome in!

In conversation history, it looks like this:

Customer: What’s the address?
Chatbot: We’re located at Backa Bergögata 2 in Hisings-Backa. Welcome in!

So sometimes it’s not picking up on the first messages.

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