What are chat links?
Chat links are the conversation is between the user and the bot or between the user and a live agent, chat links can be shared across with anyone. There are scenarios where we need to analyze the conversation, chat links are extremely useful in this case.
What all information do chat links contain?
Chat links have -
- All conversations between the user and the bot/agent.
- User details such as their name, email, and the information which you have collected in the bot.
- The timestamps at which the messages were exchanged between the user and the bot/agent.
Along with information, for ease of action, there are two buttons, namely, Previous Conversation and Next Conversation to toggle between multiple conversations of the user.
How to access Chat Links?
You can access these Chat Links either from -
- Intelligent Analytics
- Smart Agent Chat
On Intelligent Analytics
On Intelligent Analytics, you can find these Chat Links in the Message Analysis, Word Analysis, and CSAT sections.
On Smart Agent Chat
Agents can share and access the Chat links, using the User Info Link option, as shown below -
Team Leaders can share or access the Chat Links, from both Teams or a Business section. The Chat Links are accessible, as shown below
Viewing Chat Links
Depending on the access you have on the Haptik Platform, these Chat Links will appear differently.
Chat Link access for Agents
If the agent has Chat Agent View Personal Details permission for Smart Agent Chat, they will be able to see the Chat link as shown below
If the agent does not have Chat Agent View Personal Details permission for Smart Agent Chat, they will be able to see the Chat Link as shown below
Chat Link access for Team Leads
If the TL has the Chat Agent View Personal Details permission for Smart Agent Chat, they will be able to see the Chat link as shown below
If the TL does not have Chat Agent View Personal Details permission for Smart Agent Chat, they will be able to see the Chat link as shown below
- This link does not contain any PII-related information such as the name, email of the user.
- This link will also not contain any sensitive information such as PAN number, Credit Card number, and so on.
- All the entities which are marked as personal on the bot will be masked as well
Note: Please read this document to understand how to mask the data and how data can be masked by default.
Chat link access on Intelligent Analytics
If you have access to only Intelligent Analytics, you will be able to see the conversation page. This page will not contain any PII-related information.
On Intelligent Analytics, Chat links are accessible from Message Analysis, Word Analysis, and User Reviews sections. Whenever you click the View Chat button, it will take you to the conversation page as shown below
