Message Types
Last updated: November 29, 2025
Understanding the different types of messages in your conversations helps you analyze and improve your chatbot interactions.
Messages sent by website visitors:
- Initial queries - First contact messages
- Follow-ups - Continuation of conversations
- Feedback - Ratings or comments
Automated messages from your chatbot:
- Welcome messages - Initial greeting
- AI responses - Generated answers
- Quick replies - Pre-defined button options
- Escalation notices - Transfer to human agent
Messages from human support agents:
- Direct replies - Answers to user questions
- Proactive messages - Reaching out to users
- Handover confirmations - Acknowledgment of taking over
In the conversation view:
- Blue bubble - User messages (right side)
- Gray bubble - Bot/Agent messages (left side)
- Bot icon - Automated responses
- Agent icon - Human responses
- Timestamp - When message was sent
- Sent - Message delivered to server
- Delivered - Message received by recipient
- Read - Message opened (if tracking enabled)
Each message contains:
- Sender type - user, bot, or agent
- Timestamp - Exact send time
- Session ID - Links to conversation
- Human mode - Whether in agent takeover
Filter conversations by message origin:
- Go to Conversations
- Click Filters
- Select message type
Find messages from specific periods:
- Last 24 hours
- Last 7 days
- Custom date range
- Bot response rate - % answered by AI
- Agent response rate - % handled by humans
- Escalation rate - % transferred to agents
- Resolution rate - Issues resolved
- Response time - Average reply speed
- User satisfaction - Feedback scores
- Keep responses concise
- Use natural language
- Offer clear next steps
- Include helpful links
- Respond promptly
- Be professional
- Provide complete answers
- Close conversations properly