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What are Chat links? How to share Chat Links?

Written by Medha Anand

Updated on August 26th, 2022

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Table of Contents

What are chat links?What all information chat links contain?How to access Chat Links?On Intelligent AnalyticsOn Smart Agent ChatViewing Chat LinksChat Link access for AgentsChat Link access for Team LeadsChat link access on Intelligent Analytics

What are chat links?

Chat links are the conversation is between the user and the bot or between the user and a live agent, chat links can be shared across with anyone. There are scenarios where we need to analyze the conversation, chat links are extremely useful in this case. With the help of chat links, we can access the chat transcripts for a particular chat.

What all information do chat links contain?

Chat links have -

  • All conversations between the user and the bot/agent.
  • User details such as their name, email, and the information which you have collected in the bot.
  • The timestamps at which the messages were exchanged between the user and the bot/agent.

Along with information, for ease of action, there are two buttons, namely, Previous Conversation and Next Conversation to toggle between multiple conversations of the user.

image


How to access Chat Links?

You can access these Chat Links either from -

  • Intelligent Analytics
  • Smart Agent Chat

On Intelligent Analytics

On Intelligent Analytics, you can find these Chat Links in the Message Analysis, Word Analysis and CSAT sections.


On Smart Agent Chat

Agents can share and access the Chat links, using the User Info Link option, as shown below -

image

Team Leaders can share or access the Chat Links, from both Teams or Business section. The Chat Links are accessible, as shown below

image


Viewing Chat Links

Depending on the access you have on the Haptik Platform, these Chat Links will appear differently.


Chat Link access for Agents

If the agent has Chat Agent View Personal Details permission for Smart Agent Chat, they will be able to see the Chat link as shown below

image

image

If the agent does not have Chat Agent View Personal Details permission for Smart Agent Chat, they will be able to see the Chat Link as shown below

image

image


Chat Link access for Team Leads

If the TL has the Chat Agent View Personal Details permission for Smart Agent Chat, they will be able to see the Chat link as shown below

image

image

If the TL does not have Chat Agent View Personal Details permission for Smart Agent Chat, they will be able to see the Chat link as shown below

image

image

  • This link does not contain any PII related information such as name, email of the user.
  • This link will also not contain any sensitive information such as PAN number, Credit Card number and so on.
  • All the entites which are marked as personal on the bot, will be masked as well

image

Note: Please read this document to understand how to mask the data and how data can be masked by default.


Chat link access on Intelligent Analytics

If you have access to only Intelligent Analytics, you will be able to see conversation page. This page will not contain any PII related information.

On Intelligent Analytics, Chat links are accessible from Message Analysis, Word Analysis and User Reviews sections. Whenever you click the View Chat button, it will take you to conversation page as shown below

image

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