Keeping track of what happens inside your AI Chatbot is now much easier!
Previously, the chat history and collected leads were available in the emails only. Now you can find the key data in one dedicated Results section right from your dashboard.
Whatās new?
You can access the new Results section directly from your dashboard or from the configurator:
Collected contacts are now separated from chat transcripts.
Previously, leads collected through the Collect Contacts skill were included together with conversation transcripts sent by email. Now you can view and manage all captured leads in a dedicated section:
General:
a. Reposition āResults" after āInstallā. See below. This is consistent with its position shown in another pane.
b. Remove the āKnowledge Gapā badge from the āResultsā button (e.g., ā9+ā). See below. Not needed at this level. When the widget administrator clicks on āResultsā, he/she will see them on the next page. Also, this will make the dashboard look cleaner.
c. Upgrade all existing search fields to a Universal Full-Text Search Field model. The upgrade will allow the use of Boolean operators and quotation marks, enabling users to isolate key words and conversation topics much faster. We have thousands of conversations to sift through. The current search fieldsā functionality is too basic.
Chats Section:
a. Chat bubble color to display using the customerās custom or theme color.
b. Add the ability to email the chat conversation to the lead or customer requesting a copy.
Analytics Section: Add the ability to view analytics in both bar chart and line chart formats. This is extremely helpful for identifying trends or gaps.
Bug? When I click on āResultsā and then on a chat conversation marked with a Knowledge Gap, the Knowledge Gap (Review gap) pane is blank. See below.
In response: The visitorās chat bubble (inside āResultsā) displays using Elfsightās pink color. See my image. If not too difficult, simply use the customerās custom or theme color instead for consistency. Not a biggie.
In response: If possible, add a āEmail Chatā button inside each conversation pane (right side) that will allow the widget administrator to email the chat conversation on demand (upon the leadās or visitorās request), not automatically. Makes sense?
We marked the āKnowledge Gapā as āIgnoreā (a while ago). Thereās definitely a bug with your āKnowledge Gapā functionality. We have dispositioned all of our knowledge gaps, but they still appear in results. Youāre welcome to visit our widget and check it out yourself. There should be no knowledge gap badges displayed at our end.
Currently the Chats section shows all gaps even if they were resolved. However, we get that it might be causing confusion and weāll try to think about adding a status for resolved gaps
Based on your latest feedback, hereās what I propose or would like to request:
Short Term: A CSS rule or JS code that will allow us to disable or hide the Knowledge Gap badges and the Knowledge Gap functionality (two separate items). There should be no Knowledge Gap badge counts shown in our configurator dashboard knowing that we have reviewed and dispositioned all of them. I did that, but they still show up.
Long Term: Add a toggle switch to the configurator that will allow widget administrators to disable the Knowledge Gap functionality. Honestly, at our end, we donāt need it. Itās currently acting as a persistent notification or reminder without providing useful, tangible solutions.
Thank you. If you ask me, displaying the knowledge gap badge (e.g., 9+) in our dashboard even though we have no unanswered/dispositioned knowledge gaps is a bug and should be fixed. There should no badges displayed when the widget administrator has dispositioned all knowledge gaps.
I believe it would be a strong selling point to offer clients a customizable white-label portal where they can securely access and review their own results.
Great idea! A white-label client portal is definitely something that would be valuable for agencies, and itās something weāve discussed before.
We donāt have any updates to share about an agency account/client portal at the moment.
However, you might be interested in a related feature for the AI Chatbot weāre currently working on āAI Chatbot Chat History to Email (white label). The idea is to let businesses share chatbot conversations with their clients in a more branded way, without Elfsight branding.
Please upvote this idea if youād like to get notified about a release
To share my feedback, while I do not oppose AI Chatbots, I would like to offer my opinion to say I believe they should be separate from more urgent customer service. I support tasks such as general chats, questions, and even learning skills, but I donāt support that they should replace more prioritized care. At least in my example, I am observing an increase in online systematic errors. Credits have not provided after the billing period of an AI service, additional charges have been made from another that I did not authorize, and there is no history of transactions in an account that I have been spending money on. So there are a lot of automated errors that are increasing online, but then there is also no way to contact an actual person. And in more urgent cases such as these, I donāt find AI chatbots to be the solution.
And of course, I am not preaching. I just wanted to share my input based on my experience.
Fair point, and honestly thatās the line weād draw too. AI chatbots for FAQs and general questions, humans for anything involving money or urgent issues.
Appreciate you sharing this, itās a good reminder that escalation paths matter as much as the bot itself
