FAQ: Conversation Explorer Plugin

1. What types of messages are visible in the Conversation Explorer?

The Conversation Explorer displays audio, videos, images, files sent to the bot or agent, files received by the client during the conversation, buttons, lists, emojis, and text messages.

2. How long is the chat history available?

The chat history in the Conversation Explorer is available indefinitely. You can search the entire conversation history with the client in 15-day intervals for the start and end dates.

3. Can I export the chat history?

No, due to security and data protection policies, exporting chat history is not recommended.

4. Who has access to the Conversation Explorer?

Access depends on the configuration in the third-party tool. Typically, human agents and customer service managers have access for message auditing. In Yalo Studio, only users with the necessary permissions can access it. If you need access, contact our support team.

5. How often is the data updated in the Conversation Explorer?

Data are updated hourly.

6. Can I search for more than 15 days at a time?

Currently, searches are limited to 15-day intervals. You can navigate through 15-day periods to find the information you need.

7. Is the chat history with human agents also stored?

Yes, all conversations between the user and the agent or bot are displayed in the Conversation Explorer.

8. How do I access the Conversation Explorer?

9. Can I filter the chat history by specific keywords or phrases?

Currently, the plugin supports searching by phone number and date range. Advanced keyword search functionalities may be added in future updates.

10. Is the Conversation Explorer plugin available in multiple languages?

Currently the plug-in is only supported in English, but the content displayed is according to the language sent by your end user and the bot, no translation is applied.

11. How do I get help if I encounter issues with the plugin?

For any issues or support requests, please contact our customer support team or refer to the provided support materials and guides.

If you have any other questions not covered in this FAQ, please reach out to our support team for further assistance.