Issues handling

A bot is constantly evolving and can be improved in many ways. One effective way to keep a track on is to read conversations, and another is to test the bot yourself. The Issues section is designed to easily report improvements for the bot. You can comment, prioritize, get details, and resolve each detected issue in a prioritized way.

Issue Creation

This is the most efficient way to improve your bot, as it addresses issues that users encounter. To create an issue:

• In the conversations section, select the bot message and click the Create issue button.

The newly created issue will appear in the Unclassified Issues category on the Issues page. The last bot message before the /issue message is considered the one flagged with an issue.

Issues Management

Categories

Categories help organize issues into relevant groups. You can set up categories based on how your team is organized.

ViaSay Chatbot suggests several categories for grouping issues:

• Misunderstanding: NLP issues
• API Issue: When the API fails or provides incorrect answers
• Content: Incorrect or missing information, formatting, spelling, punctuation issues, etc.
• Missing Information: Missing data needed to solve the issue correctly
• Out of Scope/Backlog: Requests that are not yet in the bot's scope; can be managed as a backlog of use cases
• To Be Validated: Issues that have been corrected but need validation

You can also group issues based on team organization or specific needs, such as:

• NLP Issues
• Content
• API Issues
• Translation Issues
• New Use Cases

Or by team collaboration:

• Content Team
• ViaSay Team
• Product Team
• Customer Care Team

Status

Each issue has either an opened or resolved status, which can be changed in the issue details. You can switch between views by selecting "Opened" or "Resolved" at the top of the page.

Actions on Multiple Issues

Select multiple issues at once to:

• Move them to another category
• Resolve them

Issue Details

Clicking on an issue opens a panel on the right side of the page with all the issue details:

Conversation Preview

Click on the conversation image to expand it. A direct link to the full conversation is provided with a button in the top right corner of the conversation preview.

Priority and Category

The priority and category are indicated under the issue title. You can change the priority and category by clicking on them. Priorities indicate the criticality of the issue and help the Chatbot team address them in order of importance.

Comments

Team members can exchange information when working on an issue to add details, agree on resolution status, etc. When someone comments on an issue, you receive an alert in the platform's notification center.

Bot Details

To provide better context for the issue, additional details are provided:

• Channel: The user channel where the conversation occurred (e.g., web widget, FB Messenger, WhatsApp)
• Use Case Triggered: The use case triggered by the user
• User Path Origin: The user action before the bot message
• User Message Type: Message typed or button clicked
• Intent Triggered: Link to the intent triggered by the user's message
• Bot Action: Link to the bot action executed
• Case Statement: The case statement of the bot action that triggered the answer
• Answer: Link to the answer flagged

Logs (Trace)

Click on Show conversation logs to open the complete Trace related to the selected issue.

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Show Conversation Logs

Logs are only available for 30 days after issue creation. Ensure you resolve issues promptly to access all relevant information.

Resolve

Click the Resolve button once the issue is resolved to change its status from opened to resolved.