Chat Commands

Chat Commands are available for each conversation to every operator that have at least Assign, Control or Forget capabilities.

Using the conversation menù you can activate from the cog icon you will be able to execute a number of different operations:

Privacy

Download Conversation

The conversation download command will export the full conversation history of the selected user since the very first contact as a CSV file. An additional CSV file will contain the full list of variables and tags for the whole conversation.

Forget User

This command will completely remove any conversation, variable, tag and interaction of the user from Xenioo. After this command no trace of the user will remain in the Xenioo systems. After choosing to forget the user the conversation will go in a lockdown state for a maximum of 60 minutes while Xenioo deletes all data. During this lockdown period any user interaction with the chatbot will be rejected and ignored. After complete deletion the user will be able to interact again with the chatbot but a brand new conversation will be started and the contact will be received as new. Please note that Xenioo will delete only its own data. If your systems or channels do manatin some kind of conversation history you will need to delete all information from there manually.

Conversation

Take Over Conversation

An enabled operator can take over a selected conversation anytime. When a conversation is taken over every user message is saved by your chatbot but ignored: no chatbot interaction is triggered. After take over, the operator will be able to freely chat with the user, regardless of the channel. Use this command whenever you would like to talk directly to your contact.

Hand Over Conversation

Using this command you will hand over the conversation to Xenioo. After you hand over the conversation you won't be able to chat directly with the user and your chatbot will start again to react to user interactions.

Lock User / Unlock User

Use the Lock/Unlock commands to stop every user incoming messages. When a user is locked every message is ignored and no chatbot activity happens. This is equivalent to banning the user from your chatbot.

Assign To Operator

Using this command you can do a Take Over of the conversation and make it so that only the specified operator can chat with the user. This function is usually managed by a support team manager who oversees customer conversations and redirects support calls.

Mark As Read

If you have not enabled Automatic Read for a conversation you can use this command to manually set the conversation as read. As soon as a new messages is received the conversation will of course become unread again.

Redirect To...

At any time you may choose to forcefully redirect a user conversation to a specific Behavior or Interaction. Redirect can be particularly useful whenever your contact is stuck in some input or needs a specific section or topic and cannot find it.

View

Hide Variables Panel

The Variable Panel can be hidden or shown to gain more chat space.

Execution Diagram

The Execution Diagram is the full runtime history of you chatbot execution for a specific conversation. If allowed by your account you can activate it from here anytime.