Chat View

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Purpose

Use Chat View to inspect every message exchanged between the visitor and the AI assistant so you can validate responses, debug flows, and handle escalations.

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What Is Chat View?

Chat View shows the full, chronological transcript between two parties:

• The visitor
• The AI chatbot (and human agents, if takeover occurred)

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What You Can See

• Visitor messages
• AI responses
• Message timestamps
• Channel source and metadata

Everything appears in the same order it happened, making it easy to reconstruct the interaction.

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Common Use Cases

1. Quality assurance: Review how the bot answered specific questions.
2. Intent research: Understand what visitors are really asking for.
3. Issue investigation: Spot incorrect or incomplete responses before updating training data.
4. Audit trail: Confirm how the bot behaved before escalating to compliance or leadership teams.

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Notes

• Chat View is read-only by default; edits happen in the Conversation Builder.
• Human takeover (if enabled) appears inline with agent attribution so you can see who stepped in and when.