Chatbot scenario logging

Chatbot scenario logging is not a default feature and is configured individually upon the client’s request.

Bot events are logged within the BotFlow scenario builder. To implement this, a special subflow node — Log Bot/IVR Event — is used. Each event is recorded at the moment it occurs as a separate entry in the database (table [).

To enable logging, add this node to the flow (after the action you want to log) and fill in its Properties.

Configuring the Log Bot/IVR Event Node

According to the node’s property interface (Edit subflow instance), to ensure correct logging, configure the following properties (Properties):

• Name — the name of the node in the flow (e.g., Log Back, Log To Submenu).

• Event — the event that occurred (for loggable events, see point 1. Event).

• Source — the source and section from which the event was recorded (for loggable sources, see point 2. Source).

• Task — the action performed as a result of the event (for loggable actions, see point 3. Task).

• Name — the name of the event that occurred. This can be the name of the selected button (if using the Answer Switch node, it is logged automatically) or another custom event name specified during logging.

• Parent Name — the name of the previous step. For source: chatbot_menu, each event except the first (menu entry) contains the name of the step the client came from (name from the previous step).

This field is filled automatically after the Answer Switch node.

• Status — service execution status. Logged only for events with task:self_serve (see point 4.1. status).

• Exit Reason — the reason the user exited the bot. Logged only for events with task:transfer or task:resolve (see point 4.2. exit_reason).

• Custom Data 1-5 — fields for passing additional custom data (if needed).

• logger — enables or disables log output for analyzing the logging process.

CSAT ratings and system timeouts are logged automatically (no additional configuration is required).

Description of loggable Properties values:

1. Event

Events that are subject to logging:

Event	Description
button_click	The client selects one of the predefined options in the language selection menu, self-service menu, or CSAT rating menu.
text_input	The user enters a text message in the chatbot in response to an open question (without buttons).
system_event	An event initiated by the system (e.g., client, agent, or bot inactivity timeout).
api_request	A web service call within the chatbot scenario to retrieve client data or perform an operation.
announce	Sending a message to the client.

2. Source

Sources that are subject to logging:

Source	Description
chatbot_language	Chatbot: language selection stage
chatbot_menu	Chatbot: menu navigation stage
chatbot_csat	Chatbot: CSAT stage
agent	Event at the stage of locating the dialogue on the agent

3. Task

Tasks to be logged:

Source	Description
subflow	Navigating to a menu or submenu
transfer	Transferring the dialogue from bot/IVR to agent/team
resolve	Dialogue completion
self_serve	Self-service launch

4. Action Details (task)

4.1. Status

Service execution status. Logged only for events with task:self_serve. Statuses to be logged:

status	Description
initiated	Self-service scenario started
completed	Self-service completed successfully
failed	Self-service completed unsuccessfully

4.2. exit_reason

Reason for user exit from the bot. Logged only for events with task:transfer or task:resolve.

Reasons to be logged:

exit_reason	Description
transfer_button	Menu item selected with transfer action
end_button	Menu item selected with dialogue completion action
client_timeout	Dialogue completion due to customer inactivity
agent_bot_timeout	Dialogue completion due to agent/bot inactivity
not_working_time	Dialogue completion due to non-working hours
csat	Dialogue completion after CSAT completion
Any custom exit reason specified during logging	​

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Examples of possible event logging scenarios

1. Scenario: Language selection, menu navigation, transfer to agent, and CSAT completion

Flow description:

1. The user is presented with the language selection menu and chooses Ukrainian.

2. The user is shown the Main Menu and selects Deposits.

3. The user sees the Deposits submenu and selects Back.

4. The user is shown the Main Menu again and selects Credits.

5. The user sees the Credits submenu and selects Main Menu.

6. The user is shown the Main Menu and selects Cards.

7. The user sees the Cards submenu and selects Open.

8. The user sees the Cards → Open submenu and selects Debit. The system performs a transfer to the agent.

9. After the dialogue is completed by the agent, the user is presented with the CSAT survey and selects Excellent 😄.

Example of logging:

№	event	source	name	parent_name	task	status	exit_reason
1	button_click	chatbot_language	Українська	NULL	subflow	NULL	NULL
2	button_click	chatbot_menu	Депозити	NULL	subflow	NULL	NULL
3	button_click	chatbot_menu	Назад	Депозити	subflow	NULL	NULL
4	button_click	chatbot_menu	Кредити	Назад	subflow	NULL	NULL
5	button_click	chatbot_menu	Головне меню	Кредити	subflow	NULL	NULL
6	button_click	chatbot_menu	Карти	Головне меню	subflow	NULL	NULL
7	button_click	chatbot_menu	Відкрити	Карти	subflow	NULL	NULL
8	button_click	chatbot_menu	Дебетову	Відкрити	transfer	NULL	transfer_button
9	button_click	chatbot_csat	Відмінно 😄	NULL	resolve	NULL	csat

1. Scenario: Dialogue completion – “Finish” button

Flow description:

1. The user is presented with the language selection menu and chooses Ukrainian.

2. The user is shown the Main Menu and selects Cards.

3. The user sees the Cards submenu and selects Open.

4. The user sees the Cards → Open submenu and selects Finish. The system completes the dialogue.

Example of logging:

№	event	source	name	parent_name	task	status	exit_reason
1	button_click	chatbot_language	Українська	NULL	subflow	NULL	NULL
2	button_click	chatbot_menu	Карти	NULL	subflow	NULL	NULL
3	button_click	chatbot_menu	Відкрити	Карти	subflow	NULL	NULL
4	button_click	chatbot_menu	Завершити	Відкрити	resolve	NULL	end_button

1. Scenario: Dialogue completion – Completion due to customer inactivity timeout

Flow description:

1. The user is presented with the language selection menu and chooses Ukrainian.

2. The user is shown the Main Menu and selects Cards.

3. The user sees the Cards submenu and selects Open.

4. The user sees the Cards → Open submenu. The user does not take any action during the waiting period. The system automatically completes the dialogue.

Example of logging:

№	event	source	name	parent_name	task	status	exit_reason
1	button_click	chatbot_language	Українська	NULL	subflow	NULL	NULL
2	button_click	chatbot_menu	Карти	NULL	subflow	NULL	NULL
3	button_click	chatbot_menu	Відкрити	Карти	subflow	NULL	NULL
4	system_event	chatbot_menu	NULL	NULL	resolve	NULL	client_timeo

1. Scenario: Dialogue completion – Completion due to agent inactivity timeout

Flow description:

1. The user is presented with the language selection menu and chooses Ukrainian.

2. The user is shown the Main Menu and selects Cards.

3. The user sees the Cards submenu and selects Open.

4. The user sees the Cards → Open submenu and selects Debit. The system performs a transfer to the agent.

5. During the conversation, the agent does not respond within the set time. The system automatically completes the dialogue.

Example of logging:

№	event	source	name	parent_name	task	status	exit_reason
1	button_click	chatbot_language	Українська	NULL	subflow	NULL	NULL
2	button_click	chatbot_menu	Карти	NULL	subflow	NULL	NULL
3	button_click	chatbot_menu	Відкрити	Карти	subflow	NULL	NULL
4	button_click	chatbot_menu	Дебетову	Відкрити	transfer	NULL	transfer_button
5	system_event	agent	NULL	NULL	resolve	NULL	agent_bot_timeou

1. Scenario: Dialogue completion – Contact during non-working hours

Flow description:

1. The user is presented with the language selection menu and chooses Ukrainian.

2. The user is shown the Main Menu and selects Cards.

3. The user sees the Cards submenu and selects Open.

4. The user sees the Cards → Open submenu and selects Debit. The system checks the working schedule and determines that it is outside working hours. The system completes the dialogue.

Example of logging:

№	event	source	name	parent_name	task	status	exit_reason
1	button_click	chatbot_language	Українська	NULL	subflow	NULL	NULL
2	button_click	chatbot_menu	Карти	NULL	subflow	NULL	NULL
3	button_click	chatbot_menu	Відкрити	Карти	subflow	NULL	NULL
4	button_click	chatbot_menu	Дебетову	Відкрити	resolve	NULL	not_working_time

1. Scenario: Self-service with text input field, web service call, and information announcement

Flow description:

1. The user is presented with the language selection menu and chooses Ukrainian.

2. The user is shown the Main Menu and selects Cards.

3. The user sees the Cards submenu and selects Card Balance. The system initiates a self-service scenario (task=selfServe, status=initiated).

4. The user sees the message “Enter your card number” and inputs the value manually.

5. The system calls an external web service to retrieve the balance information.

6. After receiving the response, the user is shown an announcement with the card balance, and it is logged that the service was completed successfully.

7. The user is asked “Do you have any other questions?” and selects No. The system completes the dialogue.

Example of logging:

№	event	source	name	parent_name	task	status	exit_reason
1	button_click	chatbot_language	Українська	NULL	subflow	NULL	NULL
2	button_click	chatbot_menu	Карти	NULL	subflow	NULL	NULL
3	button_click	chatbot_menu	Баланс карти	Карти	selfServe	initiated	NULL
4	text_input	chatbot_menu	ask_card_number	Баланс карти	subflow	NULL	NULL
5	api_request	chatbot_menu	ws_clientdata	ask_card_number	subflow	NULL	NULL
6	announce	chatbot_menu	announce_card_balance	ws_clientdata_call	selfServe	completed	NULL
7	button_click	chatbot_menu	Ні	announce_card_balance	resolve	NULL	other_question_no