Conversations managed by bots

Question and Answer flows represent the core of intelligent automation in REACH, allowing you to create predefined dialogues that address your customers’ specific needs. With this functionality, you can quickly and efficiently respond to frequently asked questions.

Conversation Assignment

Conversations managed by a bot are assigned to a special user within the account. This user has the following characteristics:

  • Cannot log in to the platform.
  • Is not counted as an account user.

This allows REACH to generate reports on:

  • Number of conversations assigned to the bot.
  • Bot response time.
  • Other interaction-related data.

How to verify conversations assigned to a bot

  1. Use the filters in the conversation view.
  2. Select Assigned and then the bot user (e.g., “Kira”).
  3. All conversations assigned to the bot will appear.
responder

Bot Control Icon

  • When the bot is enabled, the icon appears in green.
  • When the bot is disabled, the icon appears in gray.

By clicking on this icon:

  • You can manually delegate the conversation to the bot.
  • If the conversation is already controlled by the bot, you can manually assign it to an agent to take over.