Handling not_Handled events in Chatbase's SessionFlow report

Chatbase is one of the tools for data analysis available in Blip. Among other features, Chatbase provides a report called Session Flow. From it, it is possible to view a map of the main journeys made within your bot.

For this report to be assembled correctly, it is necessary to classify each message sent by the client between 2 categories:

• handled = messages that the bot actually understood
• not_Handled = messages that the bot failed to understand the meaning

In addition, each message classified as handled must be accompanied by a string that represents the user's intention with the message. To learn more about how Chatbase classifies messages in the SessionFlow report click here.

By default, for bots created in Builder, Blip sends Chatbase all messages received by your bot using the handled category and uses the title of the blocks as the value of the user's intention.

To mark a particular message as not_Handled it is necessary to take an extra step. Select the block that represents the point of the flow where the bot did not understand something and create an entry action of the type Event Registration, following the pattern below:

Category: updateTrack

Action: updateTrack

Extras: Key: #updateTrack  Value: True

Key: notHandled  Value: True

For more information, visit the discussion on the subject in our community or the videos on our channel. 😃