Introduction

The "2. Conversations" report, available in the Interactions and Chats report group in the Reports section of wolkvox Manager, allows you to consult the detailed content of chat conversations, message by message. This report is useful for reviewing the complete history of a conversation, identifying who sent each message, when it occurred, through which channel the contact entered, and what basic data is associated with the customer and the chat.

Unlike other more consolidated reports, this one displays the conversation sequentially: first, it presents a header with the general chat data, and then it lists each message sent and received within that conversation.

Report Information

The columns in this report include the following information:

• CHANNEL: Contact channel of the chat. This column may display values such as:
  • facebook: Chat from Facebook Messenger.
  • instagram: Chat from Instagram Direct.
  • web: Chat from a chat widget created in wolkvox Manager.
  • whatsapp: Chat from WhatsApp.
• FROM: Indicates the sender of the message. This column may display the following values:
  • AGENT: The message was sent by an agent.
  • CUSTOMER: The message was sent by the customer.
• FROM_NAME: Name of the sender of the message. This column may display the value:
  • chat_bot: Indicates that the message was sent by a chatbot.
• TO_NAME: Name of the recipient of the message. This column may display the value:
  • chat_bot: Indicates that the message was directed to a chatbot.
• DATE: Date and time when the message was sent.
• MESSAGE: Content of the message sent or received within the conversation.
• CONN_ID: Identification number of the chat or conversation.
• CUSTOMER_ID: Identification number of the customer associated with the chat.
• CUSTOMER_PHONE: Customer's phone number.