Open Bot Messages, find the session using the available status filters, and read the exchange before changing bot instructions or knowledge sources.
Before you begin
You need Bot Messages access. Use the status filters to locate the session you want to review.
Step by step
- Open Bot Messages and select the appropriate Open, Closed, or All status filter.
- Open the relevant session and read the customer exchange. Check the customer profile and earlier linked conversations when needed.
- Use the session ID when comparing the conversation with a support investigation or a Search result.
- Keep a closed session closed unless there is a real reason to reopen it. The screen exposes Reopen for a resolved bot conversation.
- Use Analytics → Chatbot for aggregate completion, handoff, feedback, and sentiment review.
What to check
You can connect a reported bot problem with a real session instead of changing configuration based only on an aggregate number.
Need to troubleshoot?
No sessions are listed
Check the Open/Closed filter, workspace, and access. A zero open count does not mean no closed history exists.
I need follow-up work
Use the conversation’s Create ticket action after verifying the confirmation recipient.