What is a Conversation on Haptik?
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- Conversation Design
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A conversation is defined as a series of messages exchanged between the IVA and the user in a 24-hour window, from the time user sent the first message on the bot.
- Bot state: In the bot state, the conversation is closed after 24 hours from the time the conversation was initiated by the user. You can read more about it, here.
- Agent state: In the agent state, the conversation is closed by an agent if the query is resolved or the user has been inactive, and then the conversation moves to the bot state where it is closed after 24-hours from the time it was initiated by the user.
Automated system messages like "Chat Assigned", "Chat Completed", "Delay", "Follow Up" etc. are not to be included when calculating the conversation complete time.
In the graph, the X-axis represents the selected time range and the Y-axis represents the conversations count.
You can view data by hovering over the graph at the selected point of date-time.
Traffic: It will give the number of unique users and conversations.
Bot Performance: It will give the Bot Automation %.
Funnels: It will give the top queries asked by users.
User Rating: It will give the average of user ratings given