Admin: Managing PlanaBot Conversations | Planadar Help

Admin: Managing PlanaBot Conversations

PlanaBot is Planadar's AI-powered customer support assistant that helps users with platform features, troubleshooting, and general inquiries. As an administrator, you have access to view and manage all PlanaBot conversations to improve support quality and identify common issues.

Accessing the ChatBot Admin Panel

1. Navigate to Admin Dashboard from the main navigation
2. Click on the "ChatBot" tab
3. You'll see overview statistics and a list of all conversations

Understanding ChatBot Statistics

The admin panel displays four key metrics:

Total Conversations

• Shows the total number of chat sessions initiated with PlanaBot
• Includes both resolved and active conversations

Total Messages

• Count of all messages exchanged (both user questions and PlanaBot responses)
• Useful for understanding overall engagement

Resolved Conversations

• Number of conversations marked as resolved
• Helps track how many issues have been addressed

Average Messages per Conversation

• Average number of message exchanges per conversation
• Longer conversations may indicate complex issues or areas needing documentation

Viewing Conversations

The conversation list shows:

• User Information: Name and email (or session ID for anonymous users)
• Date & Time: When the conversation started
• Message Count: Number of messages in the thread
• Status: Active or Resolved badge
• Actions: "View" button to see full conversation

Filtering & Searching

Search Bar: Search by user email, name, or conversation ID Status Filter: Filter by:

• All Conversations
• Active (unresolved)
• Resolved

Viewing Conversation Details

Click "View" on any conversation to see:

1. User Information: Full name, email, and session details
2. Conversation Timeline: All messages in chronological order
3. Message Ratings: Thumbs up/down ratings users gave to PlanaBot responses
4. Timestamps: Exact time each message was sent

Actions Available

Copy Conversation: Copy the entire conversation thread to clipboard for documentation or sharing Mark as Resolved/Active: Toggle the resolved status of the conversation

Using Insights to Improve Documentation

Monitor conversations to identify:

1. Common Questions: Topics users frequently ask about
2. Knowledge Gaps: Questions PlanaBot struggles to answer accurately
3. Feature Confusion: Areas where users need more guidance
4. Documentation Needs: Missing or unclear information in the knowledge base

Best Practices

• Weekly Review: Check new conversations weekly to spot trends
• Update Knowledge Base: Add articles for frequently asked questions
• Improve System Prompt: Note areas where PlanaBot could provide better guidance
• Monitor Ratings: Pay attention to messages with negative ratings

Privacy & Data Handling

Data Access

• Admins can view all conversations, including user information
• Anonymous users are identified by session ID only
• Message ratings and metadata are preserved

Data Retention

• Conversations are stored indefinitely for quality improvement
• Users cannot delete their chat history (by design for support purposes)
• Comply with your organization's data retention policies

Security Considerations

• Only users with admin role can access this panel
• Conversations may contain sensitive event information
• Handle user data responsibly and in compliance with privacy regulations

Troubleshooting

Issue: Conversations not loading

• Check your admin role permissions
• Ensure RLS policies allow admin access to chatbot tables

Issue: User information not showing

• Anonymous users won't have profile data
• Ensure profiles table has proper data

Issue: Message count seems incorrect

• Counts are calculated from the chatbot_messages table
• Verify no orphaned messages exist

Related Features

• Help Desk: For escalated support tickets
• Knowledge Base: Documentation that PlanaBot references
• User Profiles: View full user details from conversation list

Questions? Visit the Help Center or create a support ticket.