Sessions page

[This topic is pre-release documentation and is subject to change.]

Sessions page

The Sessions page lets you download information from your customer service sessions from the last 30 days. You can download information from up to 1,000 sessions.

The downloaded file contains the following information:

  • SessionID: A unique identifier per session.

  • StartDateTime: Time at which the session started. Entries are sorted by this column in descending order.

  • Initial Message: First message typed by the user.

  • Topic Name: Name of the last authored topic that was triggered in this session.

  • Chat Transcript: Transcript of the session in the following format:

    • “User says”/“Bot says” structure
    • Conversation turns separated by semicolons
      Note that Bot says does not include the options presented to the user.

    Example: “User says: store hours; Bot says: Which store are you asking about?; User says: Bellevue; Bot says: Bellevue store is open from 10am to 7pm every day.;”

  • Session Outcome: Outcome of the session (Resolved, Escalated, Abandoned, Unengaged).

  • TopicID: A unique identifier of the last authored topic triggered in this session.