Viewing Website Chat Conversations
The Chat Bot section of the Cognivox mobile app provides access to conversations handled through your Cognivox website chatbot.
This allows you to review customer enquiries from your mobile device.
Opening Chat Bot
Select Chat Bot from the navigation bar at the bottom of the Cognivox app.
Cognivox will retrieve the website chatbot conversation history associated with the currently active account.
Browsing Conversations
Chat conversations are organised by date.
Select the required period to see its conversations, then select an individual conversation to open it.
Reviewing a Conversation
The conversation view displays the available website chat conversation so you can review the interaction between the customer and Cognivox.
Refreshing Conversations
Pull down on the Chat Bot list to refresh it.
The app will retrieve the latest available website chatbot conversations from Cognivox.
Chat Notifications
When notifications are enabled, Cognivox can notify you after a website chatbot conversation has completed.
Selecting the notification can open the corresponding chat conversation directly in the Cognivox app.
Returning to the Chat List
After reviewing a conversation opened from a notification, use Back to return to the Chat Bot conversation list.
The app will retrieve the appropriate conversation history so that your available conversations are displayed.
Multiple Cognivox Accounts
Website chat conversations belong to the Cognivox account that received the customer enquiry.
If you have multiple accounts saved on your device and select a notification belonging to another saved account, Cognivox can switch to the appropriate account before opening the conversation.
This helps ensure that the conversation is displayed in the context of the correct Cognivox account.
Internet Connection
Website chatbot history is retrieved from Cognivox and therefore requires an internet connection.
If your device is offline, reconnect to Wi-Fi or mobile data and refresh the Chat Bot section.
Missing Recent Conversation
A newly completed website chat may take a short time to finish processing.
If you cannot immediately see a recent conversation, pull down on the conversation list to refresh it.