Problem When viewing a customer's Interaction History, all conversations are displayed identically - there is no way to distinguish bot-handled conversations from human-agent conversations at a glance. Agents are forced to open each conversation individually just to check whether it involved a bot, which is inefficient and adds unnecessary friction to the workflow.
Proposed Solution Add a visual indicator to bot conversations in the Interaction History list. This could take the form of:
- A label (e.g. "Bot" tag)
- A distinct icon next to the conversation entry
- A color-coded indicator
Expected Benefit Agents would be able to instantly identify bot interactions without opening them, reducing unnecessary clicks and improving overall efficiency when handling tickets with multiple prior conversations.
Use Case An agent opens a ticket and sees 5 recent conversations in the Interaction History panel. Currently, they must click each one to find the relevant human-handled interaction. With this feature, bot conversations would be immediately recognizable, allowing the agent to focus only on what matters.
