Bot view
The Bot view is a supervisor-only tab on the Inbox surface that lists every conversation the bot handled end-to-end without ever being assigned to a human. It is the audit window into the autonomous portion of your support volume.
Where it lives
In the Inbox, the list panel has two top-level view tabs: Agent and Bot. The Bot tab is only rendered for users with the supervisor, admin, or super_admin role. Agents do not see it.
A small live badge sits inside the Bot tab when there are bot-handled conversations in flight — useful when triaging an unusual spike.
Why it exists
- Quality assurance — sample completed bot flows to spot bad answers, broken branches, or off-tone replies.
- Coverage measurement — how many conversations did the bot deflect this week without escalation?
- Recipe debugging — see exactly which path a real conversation took.
- Compliance review — verify what was said in the platform’s name without an agent in the loop.
What qualifies as “bot-only”
A conversation appears in the Bot view if and only if it has never had a human agent assigned, and the bot ran a flow on it. Conversations that started in the bot, transferred to an agent, and were later bounced back to the bot do not appear here — they stay in the Agent view (under Resolved once closed) because a human touched them.
Sub-tabs
| Sub-tab | Shows |
|---|---|
| All | Every bot-only conversation, regardless of status. |
| Live | Bot session currently running (status bot). |
| Completed | The bot reached a Close node successfully (status resolved or closed). |
| Abandoned | The customer dropped off or the session timed out (status abandoned). |
What you can do from here
- Open any conversation to see the full message thread.
- See the bot session card on the right rail (recipe name, current/last node, session variables).
- Force-end the bot or force-transfer to a human team using the supervisor action panel above the (disabled) composer — see the supervisor dashboard for the equivalent surfaced from the queue view.
- Reassign retroactively if review reveals a problem.
- Export the conversation transcript for legal or compliance review.
Roles
The Bot view is visible to supervisor, admin, super_admin. Agents do not see it — their list only shows conversations they participate in.