Bot History Viewer
for Zendesk

Show all AI Agent interactions for a customer alongside his or her tickets

About

The Bot History Viewer grants agents direct access to customer interactions managed by your AI Agent, even those that haven't generated any tickets.

Discover the app

AI Agents in Zendesk allow you to automate much of your customer service and employee support. Customers can interact with your AI Agent to get answers or, for more complex issues, use hybrid flows that connect with your other systems to resolve their inquiries. This will allow you to deflect even up to 60%of tickets.

While customers might find answers through the bot, some conversations still need to be escalated to human agents for a more personal touch on complex issues.

Imagine a scenario where the customer received a response from your AI Agent but notices an issue the next day and reaches out to your team. As Zendesk does not display conversations resolved by an AI Agent, your agent will lack the context to handle the request.  The agent cannot validate the accuracy of the AI Agent's response.

Introducing Bot History Viewer

Bot History Viewer fixes this gap by adding a new Context Panel in Zendesk, showing your agents the complete interaction history of your customers with your AI Agent.

It displays all conversations for your customer with your AI Agent, allowing to filter for bot-only conversations or conversations that got handed over as a ticket. It even highlights active conversations a customer has with your AI Agent or human agent.

Additionally, a full conversation log with rich renderings of carousels, buttons, images, and forms showing the bot's interaction history will be displayed, similar to regular conversations in the Agent Workspace.

  • See all interactions

    View conversations with only your agent, and escalated tickets across all messaging channels.

  • Filter by type

    Filter conversations to show only those that are bot only or escalated.

  • Full conversation view

    See the entire conversation your customer had with your AI Agent

  • Event log

    See attachments, carousels, forms, buttons and all other rich options your bot showed your customer.

Thanks to the Bot History Viewer, I can see what my Bot promised my customers yesterday, while answering their new questions today!

Details of the Bot History App

Ensure your agents have access to all information, even if no ticket has been generated.

  • Display a list of all Bot interactions for a customer

  • Filter by AI Agent handled conversations or those transferred to a colleague

  • View the date, channel, brand, and last updated timestamp for each conversation

  • Access the full conversation with renderings of carousels, images, buttons, and forms

  • Check 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.

Pricing

We offer two license options, both available on the Zendesk Marketplace

Agent Based

$3 per month

Perfect for smaller instances or when you want to enable the app only for a few agents.

Instance Based

$59 per month

You pay a flat fee for the entire instance no matter how many agents you have. Ideal for bigger instances.

Check out our Help Center for more information,
or ask a question via the widget bottom right of this page.