Get Results from Whatsapp Chatbot Processes

In this guide, you will learn how to retrieve results from specific client interactions or obtain a history of interactions between your customers and your chatbots. This information will help your business analyze flows behavior and specific conversation details.

Getting results with Truora’s Dashboard

To access individual or historical results of your chatbot processes:

1. Log in to Truora’s platform.
2. Navigate to Customer Engagement.
3. In the left sidebar, click on Chatbot History. This will display a search bar where you can filter interactions by phone number or flow ID. Below the search bar, you’ll find a list of interactions with the following details:

• Message type: Indicates whether the conversation was triggered by an Outbound or Inbound message.
• Phone number: The customer’s phone number
• Start message: The initial message from the customer (if it was Inbound) or the Outbound message name and ID (if the initial message was Outbound).
• Creation date: The date and time when the interaction started.
• Status: The current status of the interaction. Possible statuses include:
  • In progress: The user is still interacting with the chatbot.
  • Agent chat: The interaction is currently being handled by an agent.
  • Finished: The user completed the flow within the configured expiration window.
  • Cancelled: The user rejected the conversation, deleted it, or canceled by typing “EXIT”.
  • Expired: The process expiration time has passed (typically 24 hours).

Viewing individual results

To view more details about a specific interaction, click on the Message Type column of the desired interaction, or click the three dots in the Options column and select View Details. The details displayed will vary depending on the interaction:

• ProcessID: The unique ID of the process carried out by the user.
• AccountID: The account ID of the user who initiated the process.
• FlowID: The ID of the flow sent to the user.
• Creation date: The date and time when the interaction started.

Details on expiration, declination, or failure

• Failure status: Information on why the process failed.
• Declined reason: The reason why the process was cancelled.
• Expiration reason: The reason why the process expired.

Chatbot interactions

• User Responses: At the bottom of the details window, you’ll see all the responses the user provided for each chatbot step or question.

Validation details If the process includes an identity validation step, depending on the specific validations, you may find details such as:

• Name: The name of the user undergoing validation.
• Document: The document provided by the user during validation.
• Check: A link to the background check results.
• Signature: A link to the signed document.
• Validation results: Results of each validation process, found at the bottom of the page.

Download History - CSV file

In Chatbot History, you can download a CSV file with historical results of all processes within a specific time range, up to two months. If you need to download the history for a specific flow, you’ll need to know the flow ID. To find the flow ID, you have at least two options:

1. Copy the flow ID when Viewing individual results.
2. Go to My flows and copy the desired flow ID from the copy icon:

Once you have the flow ID, follow these steps:

1. Go to Chatbot History and click on the Download button.
2. Select the language: Choose from English, Spanish, or Portuguese.
3. You may filter results by:

• Range of dates only: Download history for all flows within a specific date range, up to two months.
• Range of dates and a Flow ID: Download interactions for a specific flow within the selected date range.

4. Click Download.

The details in the CSV file can be valuable for analyzing flow and user behavior, optimizing internal processes, or extracting information for other purposes. For example, you might use the list of phone numbers from a specific flow to send an Outbound Message to a batch of users. Learn more about this in our Campaigns guide.

Chatbot Process Statuses

When downloading the Chatbot History CSV file, you will find Status information for Flows, Conversations and Sent Outbound Messages. The following tables provide details to help you better understand each of these statuses:

• Flow Status: In the Status column, next to the Flow ID, you’ll find the current status of the flow. The possible statuses are:

• Conversation Status: The Conversation Status column, next to the Session ID, displays the current status of the chat interaction. Possible statuses include:

• Outbound Status: If the conversation was triggered by an Outbound Message, the Outbound Status and Outbound Failure Reason columns (next to the Outbound ID) provide information about the sent message. The possible statuses are:

If the Outbound Status is marked as Failed, there could be various reasons for this. For more information, refer to Appendix 1: Outbound Failure Reasons.

Getting results with Truora’s API

Each time your users starts interacting with your flow, a process_id is generated to identify each unique conversation. You can use this id to extract the details of each conversation so you can take more action.

To get the details of the conversation:

1. Create a GET request to the endpoint https://api.identity.truora.com/v1/processes/{process_id}/result
2. Replace {process_id} in the URL with the Process ID obtained in Truora’s Dashboard when Viewing individual results, or in the response when notified via Webhooks. To learn more about Whatsapp Webhooks, visit this guide.

3. Create a Header named Truora-API-Key and set its value to your Truora API key. If you don’t have one already, go to Authentication to obtain your Truora API-key.

4. Send the request.

You will receive a response similar to the following:

{
    "process_id": "IDP19d63ff90dd2XXXXXXXXXXXXXXXXXXXXX",
    "account_id": "573146252175-inbound-decaf7c3XXXXXXXXXXXXXXXXXXXXX",
    "client_id": "TCI1c787378d6939XXXXXXXXXXXXXXXXXXXXX",
    "flow_id": "IPFd93eb4cc27fXXXXXXXXXXXXXXXXXXXXX",
    "created_via": "whatsapp",
    "flow_version": 3,
    "country": "ALL",
    "status": "success",
    "user_responses": [
        {
            "name": "name_greeting",
            "type": "text",
            "value": "John"
        },
        {
            "name": "greeting",
            "type": "select",
            "value": "No"
        },
        {
            "name": "friend",
            "type": "select",
            "value": "No"
        }
    ],
    "last_finished_step": {
        "step_id": "IPS91fb03753bXXXXXXXXXXXXXXXXXXXXX",
        "verification_id": "VRF4d23b0xx_05e3_XXXXXXXXXXXXXXXXXXXXX",
        "type": "enter_response",
        "verification_output": {
            "status": "success",
            "message": "No",
            "media_uploaded": false,
            "step_data_received": true
        },
        "config": {
            "retries": 3,
            "timeout": 0
        },
        "expected_inputs": [
            {
                "type": "select",
                "value": "No",
                "name": "friend",
                "placeholder": "",
                "description": "We're done. \n\nBefore letting you go, do you have a friend that would like to use our services?",
                "length": 0,
                "read_only": false,
                "response_options": [
                    {
                        "value": "Yes"
                    },
                    {
                        "value": "No"
                    }
                ]
            }
        ],
        "files_upload_urls": null,
        "remaining_retries": 0,
        "async_step": null,
        "start_date": "2024-08-08T13:12:09.839794869Z",
        "finish_date": "2024-08-08T13:12:21.70868765Z"
    },
    "creation_date": "2024-08-08T13:11:33.104379198Z",
    "update_date": "2024-08-08T13:12:22Z",
    "ip_address": "unknown",
    "trigger_info": {
        "channel_name": "whatsapp",
        "channel_type": "inbound",
        "id": "WIFabb404f24794cXXXXXXXXXXXXXXXXXXXXX",
        "name": "",
        "message": "Hola! ",
        "media_content_path": "",
        "trigger_user": "",
        "response": "",
        "options": null,
        "created_at": "2024-08-08T13:11:33.022788618Z"
    },
    "time_to_live": 1410,
    "current_step_index": 3
}

Once you start or finish a process you will be able to see the results. The possible states of a process are success, pending, or failure.

• Pending: Indicates the process is still ongoing.
• Success: All steps in the process have been completed successfully. If the flow includes validation steps, all validation statuses are successful.
• Failure: Can occur if the process is declined or expired, due to a timeout, or because of an internal error.

Appendix 1. Outbound Failure Reasons