Cookie consent

This website uses cookies. By agreeing to all of them, you accept their use for marketing, personalising advertising content, analysing website traffic and other activities related to running our business. You can find detailed information about cookies in our privacy policy.

Skip to content
ENPL
Log in

Conversation details

[object Object]

The single-conversation view shows the full history of the exchange between the customer and the bot (or an agent), along with additional technical information that helps you understand the context.

Conversation content

In the central part of the screen there is a chronological record of messages, from oldest to newest:

  • Customer messages are shown on the right.
  • Bot or agent messages are shown on the left.
  • System events are shown as small, centered notes, separated from regular messages.

System events

System notes appear automatically and highlight key moments in the conversation:

  • Customer requested to speak to a human: when the customer pressed the escalation button.
  • AI couldn't answer, escalated to a human: when the bot decided it couldn't help (see Human support).
  • Agent wait time exceeded: when no one took over the conversation within the configured time and Fibly sent a summary email.
  • joined the conversation: an agent took over the conversation in the dashboard (see Live support).
  • left the conversation: an agent handed the conversation back to the bot.
  • closed the conversation: the conversation was marked as finished (see Closing a conversation).
  • Email verification request sent and Email address verified: when the bot asked the customer to confirm their email address and the customer confirmed it.

Customer data sidebar

On the right side of the screen there is a section with additional information:

  • Customer data: name, email (if verified), and other details left in the chat.
  • IP address: or a list of addresses, if the customer connected from different networks.
  • Browser: the name and version of the customer's browser.
  • Conversation duration: from the first to the last message.
  • Status: active, finished, or needs support.
  • Rating: thumbs up or thumbs down, if the customer left one.

Actions

The top bar of the conversation provides action buttons:

  • Take over, when the conversation is waiting for an agent and is not yet assigned to anyone.
  • Hand back, when the conversation is assigned to you and you want to return it to the bot.
  • Close, to mark the conversation as finished with a result of "Resolved" or "Unresolved".
  • Send message in the field at the bottom of the screen, when you are handling the conversation.

Searching by content

A full-text search works within an open conversation. Press Ctrl + F and type a phrase. Matches are highlighted, and the arrows take you to the next hit.

What's next

When you finish your analysis, mark the conversation with the appropriate status: Closing a conversation.