Chatbot Sessions

Filters:

• Status Filter – Filter sessions based on their current status (Active, Resolved, Closed, etc.)
• Reactions Filter – Filter sessions based on user feedback (Happy / Unhappy)
• Reset Button – Clears applied filters and shows all sessions

Fields explained:

• ID (Session ID)
  A unique number assigned to each chatbot conversation. It helps identify and track a specific session.
• Subject
  A short title or summary of the user’s query. It helps you quickly understand what the conversation is about.
• Name
  Displays the customer name (e.g., Guest or registered customer name).
• Status
  Shows the current state of the chat session:
  
  • Active – Chat is currently ongoing
  • Inactive – Chat is paused or no recent activity
  • Abandoned – User left the chat without completing it
  • Handoff – Chat was transferred to a human agent by creating a ticket
  • Resolved – User query was successfully answered
  • Closed – Chat session is completed and no longer active
• Reaction
  Displays user feedback on the chatbot response:
  
  • Happy – User is satisfied
  • Unhappy – User is not satisfied
• Tokens
  Total AI tokens used in the session. Higher values indicate more AI processing.
• Ticket ID
  Shows the linked support ticket if the chat was converted into a ticket. If empty, no ticket was created.
• Last Activity
  The date and time of the last message in the session. Helps identify recent or inactive chats.