ARTICLE: Emplifi Bot — View and Join Conversations
Source: https://docs.emplifi.io/platform/latest/home/conversations
Last modified: 2023-06-08
PURPOSE
The Conversations page gives agents and supervisors a real-time and historical view of every conversation happening between customers and your bots. When a conversation is escalated to a live agent, this is where agents can step in and respond directly to the customer — without the customer needing to repeat their issue, since the full conversation history is visible.
ACCESSING THE CONVERSATIONS PAGE
From the Application Bar, click Conversations.
CONVERSATIONS PAGE LAYOUT
Conversations Pane (left side)
Displays a list of all conversations with at-a-glance information:
- Social channel being used
- Customer who initiated the conversation
- Date and time
- Last message preview
- Escalation icon — when red, the bot cannot respond and the conversation has been escalated to a live agent
Chat Panel (right side)
Appears when you click a conversation in the left pane. Shows:
- Full transcript of all messages between the customer and the bot
- Response field for sending messages as a live agent (for escalated conversations)
CHAT PANEL CONTROLS
| # | Control | Description |
| 1 | Using Account | Shows your agent account configuration, including whether Video and Audio Web chat are enabled |
| 2 | Response Field | Type your response and press Enter to send |
| 3 | Delete Conversation | Permanently removes the conversation and its history from Emplifi Bot. Note: The conversation remains in the native social channel. |
| 4 | Assign Conversation | Reassign the conversation to a different agent |
| 5 | Change Intent Handler | Select a different intent handler for the conversation |
| 6 | Change Fulfillment Handler | Redirect the user to a different fulfilment handler |
| 7 | Live ON/OFF Toggle | Show or hide live conversations in the conversations pane |
| 8 | Annotations | View the conversation's annotation log — decisions made and rules matched by Bot during the conversation. Useful for troubleshooting. |
| 9 | Conversation Context | View variables that have been set during the conversation |
| 10 | Permalink | Copy a permanent link to this conversation for sharing |
STEPS — JOIN AN ESCALATED CONVERSATION
- In the Conversations pane, locate the conversation you want to join.
- Look for the red Escalation icon — this indicates the bot has deactivated and a live agent is needed.
- Click the conversation.
- The full transcript appears in the chat panel on the right.
- Scroll up to review the conversation history and understand the customer's issue.
- In the Type responses here text field, enter your response.
- Press Enter.
Your message is sent to the customer. You can continue responding without leaving the Emplifi Bot platform.
RELATED ARTICLES
- Emplifi Bot — Module Overview