Several improvements to our reporting of CoPilot chatbot conversations were released today.
- Conversations between visitors and bots will now appear as "Conversation with CoPilot" in your dashboard and transcripts
Conversations with only Copilot bot messages (if the visitor doesn't respond to the bot) are labeled "CoPilot Message" and will have the missed chat icon in the upper left on the transcripts page
Conversations that involve both a bot and an agent will appear as normal conversations in your transcripts and dashboard
If CoPilot tries to transfer a chat to a live agent but the agent doesn't respond, the conversation will be marked as a missed chat and agents may be forced offline to avoid further missed conversations
Agent response time now reflects the time between when the bot transfers the conversation to the agent and the agent's first response, rather than first visitor message to first agent message.