Guide FloatChat

Floatchat- User Guid

Users

1. Introduction #

At Floatchat, we prioritize our users and aim to provide constant assistance to your customers. To achieve this, you can deploy a chatbot on your website or channel. However, it’s crucial to track user usage in order to understand, maintain, and enhance the user experience. Failing to do so may result in the loss of existing users or prevent new users from accessing our product. Floatchat makes it simple for our customers to track user behavior and improve the overall user experience.

To access user information and analytics, navigate to the Users tab on the Floatchat platform. Here, you’ll find a comprehensive listing of your bot users. This feature enables you to drill down to specific users and engage in one-on-one conversations when necessary. Additionally, you can view details such as the user’s name, gender, and a graphical representation of their interactions over time.

2. Accessibility #

To access the user’s page, simply click on the Users tab located on the left panel of your Floatchat portal. This functionality is available to all users.

Accessibility

3.  Terms and definitions #

Terms and definitions (1)

4. Users #

4.1 Users Panel #

Users

On the user’s page, you’ll find the following information:

– Profile Picture: If the user is using the bot on the Facebook Messenger platform, their profile picture will be displayed. For other cases, the picture will show the initials of the user’s name.

– Name: The user’s name is retrieved from their profile if they are using the bot on Facebook Messenger, or it can be requested using a request user data node or identity node in the bot flow. The bot builder can choose the option to “update as username” or select the option to update the username when using an Identity Node.

– The username can be retrieved from the platform or generated by the system, following these steps:

User List
  1. If the first name and last name are available from the platform, the username is set as ‘First Name’ + ‘Last Name’.
  2. If either the first name or last name is available, it is used as the username.
  3. If the user registers on a platform with a phone number, the phone number is displayed as the username.
  4. If no information is available, the system generates a random combination of the first name and last name.

    Platform: This shows the source platform from where the user used your bot. It is displayed using the symbols represented in the deploy section

    Last Active: This is to track the activity of the user on the platform. This gives information when was a particular user last using your bot on the given platform

    Joined on: This marks the day when the user’s the very first interaction with your bot on the given platform.

    Live chat: Be available to help your user. This can help to guide a user for a critical step in the bot flow or to help the user if the bot is unable to handle the user query by clicking on the live chat option. You can directly interact with the user.

    4.2 Configure Columns #

    You can add or remove the columns visible in the Users section. Columns can include standard user attributes provided by floatchat or the custom attributes you have added for your bot. 

    To be able to configure the columns, Click on 3 dot icon on top right and Configure Columns

User Interaction History (1)

When you do that, a modal box will open up allowing you to select the columns needed. 

Check or uncheck against the column headers check box and click on Apply. You will be allowed.

Configure Columns 2 (1)

4.3 Filtering Users #

 You can use filters to display specific users based on certain conditions. By clicking on “Select/Clear Filter,” you can see the dropdown for User Filters. This feature allows you to save the currently applied filter as a segment, clear the currently applied filter, remove any unsaved filters, and create new filters.

Note: Filters are temporary within the session. Once you save a filter, it becomes a segment that can be used in the future by you and other users with access to the bot.

4.4 Creating a New Filter #

To create a new filter, click on “New Filter.” This action will open a modal window where you can define conditions based on user system attributes or your own custom attributes defined in the bot. You can use logical operators such as AND, OR, and CUSTOM to create a filter expression. Click on “Apply” to see the filtered view.

5. User Details #

5.1 User Interaction History #

When you click on a user’s name, you will see their interaction history displayed on the screen. The following details are available:

– User Image: If no image is available, the initials of the user’s name will be displayed.

– Platform Information: In the superscript, you will see the symbol representing the website bot, indicating that the user interacted with the bot on a web page.

Conversations History (1)

5.2 Custom User Attributes #

In the image, you can see the attributes information requested in the bot flow from the user and the value entered by the user. These are all the attributes created by the user.

Custom User Attributes (1)

5.3 Interactions over Time #

This graph shows user interaction spread over different days. This represents a cumulative number of interactions that tak

Interactions over Time (1)

5.4 Conversations #

The Conversations section allows you to track interactions with potential customers or hot leads. This window displays a user’s interactions from their joining date until the present time. This can also be reviewed from time to time for random checks if the bot is able to answer your customer’s queries appropriately from time to time. This conversation can be used to identify the issue and improve in case of negative feedback.

Conversations

5.5 Conversation Logs #

For all users who have interacted with live chat or human agents, conversation logs are stored and displayed. These logs cover the user’s journey from being assigned to an agent, transferred and resolved.

Owners and Supervisors can navigate to the particular conversation under Users, and click on option

Conversation Logs (1)

6. Reports #

6.1 User List #

A list of users that have interacted with the bot can be exported from the portal. The columns included in the export are based on the configured columns on the Portal. So to export a different set of attributes for your users, you can always change the configured columns and export the report again. Note that depending on the subscription plan, the data could be stored for different times on the portal. 

User List

A message ‘Download will begin shortly’  will be displayed. Click on Export History tab. 

Once on the Download Screen, Click on the Download button to download the zip file, you can open.

Once on the Download Screen (1)

6.2 Conversations History #

You can also download a consolidated user chat history for the last 90 days from the portal. To get this report, click on Export Conversations

A message ‘Download will begin shortly’ will be displayed. Click on Export History tab.

Conversations History (1)

And finally, click on the Download button to download the zip file, you can open this zip file to extract.

The exported report is of the below format,

Timing of the message Sender (Bot, User or Agent) User Id Platform Message Type

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