In this article, we will go through how to use Inbox to see conversations between your bot and its end users. In Inbox, you can see all of the conversations that have gone through your bot. It is, therefore, a great way to get an overview of the end users’ user journeys in your bot.
How to use inbox
To see the Inbox for your bot, you can either press the message bubbles icon in the left sidebar menu or you can press the message bubbles icon on your bot.
The only difference between the two is when you press the one on your bot, then you will go directly to the conversations from that bot, whereas when pressing the one in the left sidebar menu then you will have to choose a bot within Inbox.
In Inbox, you can see both active and non-active chats. Please be aware that the live conversation does not update by itself, and you will have to click the conversation to get the newest updates in the conversation. How long a conversation is considered to be live is dependent on the session expiry time you have inserted in Bot Settings. The default session expiry time is 600 minutes.
Each message from the bot will be marked with a module number and a hashtag, so you can get an overview of which modules led to each other and also get a sense of how your end users respond to the different types of messages. The module number can be clicked, and you will be taken to the modules in the platform, so you can see the edits you have made. This is important information, as this can help you iterate on the different modules.