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 Chats on the left menu bar.
- Click on Chat Settings on bottom left.
- Under Set up Chats.
- Click on the Conversations tab.
- Enable the option Include Bot Messages.
- Hit on Update.