Get help with LibAnswers, LibChat, & Co-Ops

Chatbot Transcripts are recorded for any interaction that a patron has with a Chatbot flow that has been mapped to a chat widget. Chatbot transcript will include details on each action the patron encounters while interacting with the Chatbot, the name of the flow and the chat widget it is mapped to, and the status of the patron's session with the Chatbot (a successful chat flow, incomplete chat flow, being sent to LibChat, or resulting in a ticket being created).

To view them, go to LibChat > Chatbot Transcripts. The visibility of transcripts is determined by a user having LibChat active for their user account—with Admin-level users able to edit and delete any transcripts and Regular-level users able to perform the other available actions for working with Chatbot transcripts (covered below).

Search and filter your Chatbot transcripts

Filter the list

Use the filters at the top of the page to narrow the Chatbot transcripts you want to review.

1. Chatbot Flow: Use this field to filter Chatbot transcripts to a specific flow that was used for the Chatbot session. Select "Any" to include transcripts from all flows.
   • Reminder: The same flow can be mapped to multiple chat widgets. If you want to see Chatbot transcripts that originate from a specific flow, use this filter instead of filtering to a specific chat widget.
2. Chat Widget: Use this field to filter Chatbot transcripts to a specific widget that is mapped to a flow. Select "All" to include transcripts from any widget.
   • Reminder: The same flow can be mapped to multiple chat widgets. If you want to see Chatbot transcripts that originate from a specific widget, use this filter instead of filtering to a specific Chatbot flow.
3. Asked from and To:  Use these date fields to filter transcripts by their submission dates, using the Asked from field to specify a start date and the To field to specify an end date.
   • The maximum date range you can search at once is 1 year.)
4. Status: Use this field to filter to Chatbot transcripts based on how they ended. Options include:
   • Successful Chat Flow: The patron successfully completed the flow by reaching the End Chat action.
   • Incomplete Chat Flow: The patron chose to end their session with the flow before reaching its end (or before they could be sent to chat or have a ticket created).
   • Sent to Live Chat: The patron's session with the flow resulted in them triggering the Send to Chat action and the chat being claimed by a chat operator.
   • Ticket Created: The patron's session with the flow resulted in them triggering the Submit Ticket action.
5. To apply your filters, click the Filter button.
6. To reset all fields to default, click the Clear Filter link.

View Chatbot transcripts

1. After filtering, you will be able to view the transcript by clicking on the Quick Transcript View () icon in the Actions column.

2. In the View Transcript window, you'll first see the specific details about the user and how they submitted the chat. Details include:
   • Name: The name that was input by the user.
   • Contact: The email address or phone number that was input by the user if they were prompted to complete the Contact Info field when the started the chat.
   • Visitor's Address: The IP address of the user.
   • Browser: The browser used by the user.
   • Operating System: The OS used by the user.
   • User Agent: Any details about the user agent -- like browser type.  
   • Launched from: The URL of the page that the chat was started on.
   • Chatbot Flow: The flow that was used for the Chatbot session (and is mapped to the below chat widget).
   • via Widget: The chat widget that was used to start the chat.
   • Started Chatting: The time that the chat was initiated.
   • Chatting Duration: The amount of time spent chatting with the Chatbot before the session ended.
   • Status: The result for how the session with the Chatbot ended—a successful chatbot flow, an incomplete chatbot flow, the patron was sent to chat, or the patron submitted a ticket.
   • Ticket Id: The ID of the ticket, if one was created, from the chat.
3. Below the metadata, you'll find the full transcript of the session with the Chatbot.
   2. Click the Open in New Page to View/Edit/Print button, if you would like to view a print-friendly version of the transcript or to make edits to it (if you are an Admin-level user).
4. When finished, click the Close button to return to the Chatbot Transcripts page.
   3. Use the View Previous Transcript and View Next Transcript buttons to quickly navigate between Chatbot transcripts.

Edit a Chatbot transcript to remove actions and/or patron responses

When necessary, Admin users have the ability to edit an individual transcript to delete actions from the transcript or clear a patron's response.

1. After filtering, you will be able to view the chat's transcript by clicking on the Link to Full Transcript () icon in the Actions column. The transcript will open in a new window.

2. Click the Edit Transcript button when viewing the transcript.

3. If desired, you can make changes to the details that are recorded for each interaction with an action in the flow.
   1. Click the Delete Action button to remove the record for both the action and the patron's response to the action from the transcript.
   2. Click the Clear Response button to remove the details of how the patron responded to an action in the flow.
   3. For responses that have been cleared, the patron's response will be replaced with a "[Response cleared]" value.

Create a ticket from a transcript

If it is clear from the transcript of the Chatbot flow that a follow-up is needed, you can opt to generate a new ticket for the chat.

1. After filtering, you will be able to create a new ticket from the chat by clicking on the Make a ticket from this transcript () icon in the Actions column.
   1.  For Chatbot transcripts that have had a ticket created already—those with the Ticket Created status, a link to the corresponding ticket will be displayed.

2. On the Create Ticket from Transcript modal, choose where the ticket should go and adjust any details about the patron.
   1. Queue: Select the queue the ticket should be assigned to.
   2. Optionally assign to a specific user: Choose a specific user to assign the new ticket to.
   3. Patron Name: Adjust the name of the patron that will become the asker info for the ticket.
   4. Patron Email: Set, if it was not added by the patron via a RequestPatron Info action (or via LibAuth), the email address the ticket should be sent to.
   5. Add Internal Note to Ticket: Optionally add an internal note to the ticket with any details that should be included with the ticket.
3. Click the Create Ticket button.

Email a transcript

If details of the Chatbot transcript need to be sent to anyone, you can opt to send an email of the transcript.

1. After filtering, you will be able to choose the transcript to send via email by clicking on the Email Transcript () icon in the Actions column.

2. On the Email Chat Transcript modal, from the Recipient dropdown, select the LibAnswers account holder the transcript should be sent to.
3. Use the Or Email Address field to manually add the email address(es) (separate multiple email addresses with a space) to send the transcript.
4. Optionally add a note to be included with the transcript in the email.
5. Click the Email Transcript button.

Ban a user's IP address from a transcript

If it is clear from the transcript of the chat that the user should be blocked from submitting any new chats/interacting with Chatbot, you can opt to ban the IP address of the user.

1. After filtering the transcripts as needed, you will be able to ban a user's IP address by clicking on the Ban this IP () icon in the Actions column.

2. On the Ban an IP Address modal, edit the IP address as needed, and optionally add a reason for the ban.
3. Click Save.
   • Note: Banned IP addresses can be managed by Admins from Admin > LibChat Set-up > Banned IP List tab.

Delete a chat transcript

If it is clear from the transcript that no record of the chat is needed, Admin users can opt to delete the chat.

1. After filtering, you will be able to delete a transcript by clicking on the Delete Transcript () icon in the Actions column.