This App requires access to the conversations API for advanced customizations (included in Zendesk Suite Professional plans or above). See About Sunshine Conversationsfor more information.

The arrival of AI Agents in Zendesk gives you the tools to automate more and more of your customer service and employee support. Customers interact with your AI Agent to find answers or – in case of more complex use cases – use hybrid flows that interact with your other systems to resolve their inquiries.

With a focus on self service and using insights to find use cases fit for automation, you can take your automation and ticket deflection rate to 10, 20 or even 60% of tickets.

But while customers might find a solution for their questions thanks to the bot, sometimes conversations do get escalation to your human agents for a more personal approach to complex issues.

Now, imagine a scenario where the customer got a perfectly fine response from your AI Agent, and next day notices an issue and reaches out to your team. Zendesk itself does not show conversations resolved by an AI Agent in agent workspace. Which means your agent lacks the context to handle the inquiry, and can't even validate the right, or wrong, answer of the AI Agent.

Introducting Bot History Viewer

Bot History Viewer fixes this gap by adding a new Context Panel in Zendesk that shows your agents the complete interaction hisotry of your customers with your AI Agent and unlocks insights in Bot-only conversations for your agents.

The app shows a list of all conversations for your customer with your AI Agent and allows you to filter to bot-only or escalation conversations. It even highlights active conversations a customer has right now with your AI Agent, or human agent.

What's more, we also show a full conversation log with rich renderings of carousels, buttons, images and forms displaying your bot interaction history with the same fidelity as regular conversations 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.