How to include Bot Messages in the Chat? Follow

You can decide if the bot messages should be visible in the Inbox while the visitor/contact is interacting.

For example, you have a chatbot that asks for Name, Email, and Phone and you want to monitor any conversations with the bot, If you find a conversation requiring immediate action, you or your teammate can take it over.

To view all ongoing conversations with bots, 

• Navigate to Conversations Icon on the left menu bar
• Click on Chats
• Head to Chat Settings on bottom left.

• Under Set up Chats.
• Click on the Conversations tab.
• Enable the option Include Bot Messages.
• Hit on Update.