Bot History Viewer

Made with love by Tripelhop

We’re a team of Belgian Zendesk enthusiasts that craft unique apps for Zendesk that will improve your agents’ experience. At Tripelhop we focus on making sure you’ve got the right tools at hand to get the most out of Zendesk.

This app requires the Conversations API, included in Zendesk Suite Professional and above. See About Sunshine Conversations for more information.

AI Agents in Zendesk resolve more and more customer questions on their own. Some conversations still get escalated to your human agents. But Zendesk does not show conversations resolved by an AI Agent in Agent Workspace. When that customer contacts your team the next day, your agent lacks the context, and can't check whether the AI Agent's answer was right or wrong.

Introducing Bot History Viewer

Bot History Viewer adds a context panel that shows your agents the complete history of a customer's conversations with your AI Agent, bot-only conversations included. Filter on bot-only or escalated conversations, see which conversations are active right now, and open the full log with carousels, buttons, images and forms rendered just like in Agent Workspace.

Features

• Show a list of all AI interactions for a customer

• Filter by AI Agent handled or escalated conversations

• See the date, channel, last updated and brand for each conversation

• See the full conversation with rich rendering of carousels, images, buttons and forms

• See if conversations are still active

Merging users

If you merge unauthenticated or visitor profiles into other Zendesk profiles the interactions will stay linked and the app will display conversations from both user identities.

Supported channels

Since we collect the conversations via the Sunshine Conversations API we support conversations from any Messaging channel – Web, Mobile SDK, Facebook, Instagram, WhatsApp, ... – as well as Zendesk Bot, AI Agent Essential/Advanced, Ultimate and most third party bots linked via SunCo.

Data disclosure

This app does not store or transfer your data to other platforms. It doesn't misuse the data or expose your Zendesk to unauthorized access. It runs entirely inside your Zendesk account and has no external servers.

• Data it reads: the requester of the open ticket, or the open user profile, and their identities (such as email addresses and phone numbers); your brands; and, through the Conversations API on your own Zendesk domain, the conversations and messages of those identities.
• Data it stores: only the App ID and the encoded API key you enter, in this app's settings. The key is a secure setting and is never visible in the agent's browser.
• Data it changes: nothing. The app is read-only.

See our Privacy Policy and Terms and Conditions.