1. Introduction

Our users are the center of our product to provide all-time assistance to your customers you can deploy a chatbot on your website/channel. But that’s not it,  if we can not track the usage to understand, maintain, improve user experience then eventually we may end up losing the existing users or block the entry of new users on our product. MyBOT makes it easier for its customers to track user behavior and improve the user experience of their users. 

You can simply click on the Users tab and go to users page of MyBOT platform. Here you can find the listing of users of your bot. It helps you drill down to a specific user and do a one to one chat when needed. It also shows you all the details about the user including name, gender and a graph displaying interactions over time.

2. Accessibility

User’s page is accessible by clicking on the Users tab on the left panel in your portal. This functionality is available to all users.

3.  Terms and definitions

4. Users

4.1 The Users panel

On this screen you can see

Profile pic: This image is retrieved from the Facebook profile of a user if he is using the bot on the messenger platform. For all other cases, the image shows initials of the name.

Name: This name is retrieved from the user profile if the user is using the bot on Facebook messenger or is requested using a request user data node/identity node in the bot flow. A bot builder has to select the option of “update as username” in request user data node or select update for user name when using an Identity Node.

User name of any incoming user can be retrieved from the platform or can be system generated.

Following are the steps followed to retrieve/assign username 

  1. If First name Last name is retrieved from the platform then user name is ‘First Name’ + “” +‘Last Name’
  2. If either First Name or Last Name is available then it is used as the user name.
  3. If the user registers on a platform with a channel with a phone number then the phone number is displayed as a user name 
  4. In case no information is available then the system generates a random combination of first name and last name as per the table mentioned below
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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 very first interaction with your bot on the given platform.

Switch to bot: A bot owner can switch off the bot, which takes the user off the bot flow and can directly interact with the user clicking on the live chat option. Once the query is resolved the bot owner can switch the user back to bot flow.

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.

If the bot owner is in a professional plan and can not use live chat since it is not available in the plan. They can click on the user name and be guided to below screen where they can click on start chatting and once the conversation is over can click on switch to bot, which will eventually send the user back in the bot flow.

4.2 Configure Columns

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

To be able to configure the columns, Click on Actions > Configure Columns

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 to select a maximum of 8 columns.

4.3 Filters

Use Filters to display only specific users based on specific conditions. Click on Select/Clear Filter to see the dropdown for User Filters. This will allow – 

  1. ‘Save’ Currently Applied Filter as a Segment 
  2. ‘Clear’ Currently Applied Filter
  3. ‘Remove’ any Unsaved Filters 
  4. ‘Create’ new Filters, and 
  5. Select any Segment or Filters

Note: Filters are for temporary use within the session. Once you save a Filter, that would get saved as a Segment and would be available for future use by you and other users with access to the Bot

4.4 Creating a New Filter

Click on New Filter for creating a new filter. Once you do that, you will get the modal window for creating a new filter. You can define conditions based on user system attributes or your own custom attributes defined in the bot. 

You can use AND, OR and CUSTOM for creating a filter expression. Click on Apply to see the filtered view.

5. User Details

5.1 User Interaction History

When a bot owner click on a user name. They can see the below screen which displays user interaction history.

On this screen you can see

User Image: Since in this case, the image is not available we can see initials of the name.
Platform information: In the superscript, we can see the symbol of the website bot which shows the user used the bot on a web page.
Joined on: This marks the day when the user’s very first interaction with your bot on the given platform.
Total Interactions: This shows total interactions that a bot user had with the bot, this is a cumulative number and can be a sum of interactions of multiple sessions.
Average Session: This takes the duration of all the sessions of the bot user on the given platform which is averaged over the number of sessions.

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.

5.3 Interactions over Time

This graph shows user interaction spread over different days. This represents a cumulative number of interactions that take place in a day it can be in multiple sessions.

5.4 Most Frequent Messages

These are the words or statements used the most in the bot. This helps the bot owner identify keywords, FAQs to focus on to improve user experience.

5.5 Conversations

This can be used to track interactions of potential customers/Hot leads. This window displays a user’s interaction from the day of joining till 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 from the user.

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. 

Click on Actions-> Export Users. 

A message ‘Download will begin shortly’  will be displayed. Click on Download Exports. 

Once on the Download Screen, Click on the Download button to download the .csv file.

6.2 Conversations History

You can also download a consolidated user chat history for the last 90 days from the portal. The exported report is of the below format – 

The columns include – 

  1. Timing of the message
  2. Sender (Bot, User or Agent) 
  3. User Id
  4. Platform 
  5. Message Type 
  6. Message

To get this report, click on Actions-> Export Interactions

A message ‘Download will begin shortly’ will be displayed. Click on Download Exports.

And finally, click on the Download button to download the .csv file.

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