How is a Conversation defined on Haptik? When does the Conversation get Completed?
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A Conversation, as we know, is when two individuals interact with each other to share ideas. When a user has a conversation with a chatbot that, too, can be termed a Conversation. In that scenario, the user comes on the bot and asks queries; the bot then responds to the user with an appropriate response.
Now, consider a scenario in which the user has initiated a conversation with the chatbot by sending the first message as "Hi". As shown in the image below, the bot responds to the user's "Hi" message with an appropriate response.
This conversation can go ahead for as long as the user has queries. If the user asks a query for which the bot does not have a response, the user will end the conversation.
How does a conversation end on Haptik?
Let’s consider a scenario in which the user is having a conversation with a bot of an e-commerce brand and initiates the conversation to learn about a few products. He likes one of the products and makes the purchase on the bot. In this case, the conversation has been initiated by the user and the bot has given a response to it, after which the user leaves the conversation. The conversation has not been marked complete, even though the user has left the conversation.
Now, the user comes back to the bot again after 5 hours to know the status of his order. He gets the conversation started, finds out the order delivery time, and leaves the conversation again.
As we can see, these are different sets of messages that are being exchanged in a conversation. The user initiating a conversation with the bot is one set of messages, and the user returning back to the bot after 5 hours, and having a conversation again is another set. Both of these sets of messages can be termed as a single conversation on Haptik, though there was a gap of 5 hours where the user was not present on the bot and the conversation was inactive for that period of time.
This means that a conversation on Haptik ends 24 hours after the user sent the first message on the bot. Within these 24 hours, the user can come back to the bot as many times as he wishes to.
Imagine a user starting a conversation on the bot at 09:00 AM on Day 1 to discuss his query with the bot. The conversation is initiated at 09:00 AM, and ideally, the conversation will be marked complete at 09:00 AM on Day 2, which is the following day as per the 24-hour logic we discussed above. During these 24-hours, the user can have conversations with the bot as many times as he wants to. The moment 24 hours have passed, meaning 09:00 AM on Day 2, the conversation with the user will be marked complete by the bot.