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Why does your chatbot need admin panel?

What is an admin panel?

It is a platform which has two main functions:

  • provides an administrator with access to information (metrics, messaging history, orders history etc.)
  • allows managing data (for example, adding products, categories, shop contacts).

There are some functions specific to admin panel of chatbots only: operator (Live Chat) module, broadcasting module, flow editor module, AI module.

Admin panel can exist as a separate website, a desktop or mobile app, or appear directly in a bot.

Admin Panel menu

Analytics module
Broadcasting module
Notifications module
Subscribers module
Messaging history module
Roles management module
Live Chat module
Adding products module
Payment module
Flow editor module
AI and machine learning module

Some components are present almost in every admin panel, others are seldom required. Let’s have a look at each of these modules.

Analytics module

Each admin panel has such module. It contains metrics necessary for analytics:

  • Engagement,
  • Demographics (e.g., for Facebook Messenger it is location, gender and language),
  • Date and length of the last activity of users in a bot.

And the following metrics are characteristic for chatbot admin panels:

  • Sentiment analysis,
  • Group chat interactions analysis,
  • Number of Live Operator requests,
  • The most popular buttons.

This module can contain also data about unprocessed requests and the conversation dead-ends, where people most frequently abandon conversation. It allows an administrator, if necessary, to take steps and improve the chat flow.

Broadcasting module

This module can contain two options:

  • Sending messages specially created for a chatbot;
  • Connecting automated posting from external sources (RSS, Atom, Twitter, Instagram, Youtube and so on).

When creating a message for a chatbot an admin usually selects a message type (text, card, slider), sending time (broadcast immediately or schedule post) and target audience filter (send to all subscribers, to everybody signed up for a certain topic, only to women, etc.)
For external sources, auto posting, the time, frequency and number of articles in one message can be set up.

Notifications module

In this module, an admin sets up what notifications will be delivered, to whom (operator, administrator, bot owner), where (to messaging app, to email, via SMS) and in what cases (for example, when a user requests a Live Chat, makes an order or a payment, etc.).

Subscribers module

This module allows viewing chatbot audience with such parameters:

  • demographics,
  • activity data,
  • personal information gathered by a bot from its users (their preferences, phone numbers, addresses),
  • subscriber status (a customer who has made a purchase, or hasn’t, the number of purchases; a customer who has made payments in bot or not),
  • ordering history.

At a minimum, this module displays audience with demographics (for Facebook Messenger) and activity data, the rest of parameters are optional.

Also, an admin can delete users (they will be unsubscribed from the opt-in messaging) or block them (for instance, for policy violations).
In large-scale projects, this module will need search and sorting options.

Messaging history module

It allows viewing the history of interactions with a chatbot in an admin panel.
For a cross-platform bot, it can be very useful to organize the authorization process to identify the users from different channels and to display the messaging history from different channels in one account.

Roles management module

In this module, the administrator can add admin panel users and assign them roles: Admin, Moderator. Content Manager, etc. It grants multilevel access to admin panel. Sometimes, especially speaking of small business, a bot owner is the only admin but it is better to provide the possibility for multilevel access.

Live Chat module

It is necessary for the efficient connection of a human operator to a chat with a bot. Not every chatbot has such option so this module may be not required. Also, in many messaging apps an operator can talk to a user directly in the app, without any special module in an admin panel. But in such cases, the chatbot does not switch off during the live chat.

In addition to the list of subscribers (with details on them), the module can include options (“make a note” or “tag a user” and a button to switch the bot (pause/ start after a certain period). In most cases, the chatbot is paused automatically when the operator enters the chat and recovers after he or she leaves.

Adding products module

This module is necessary in the selling bots when the items are uploaded manually. In many bots, content is uploaded in other ways.
As a rule, there are the following fields in this module: name, image, price and description. The description can be inserted in one field but can be divided into characteristic or parameters (and include required and additional fields).

Payment module

It contains transactions history.
The module allows connecting and editing payment accounts of the bot owner.
You can read more about payments in chatbots in our article.

Flow editor module

This module is for editing the texts in chatbot’s messages, changing bot’s logic (dialogue branches, interaction process) and managing categories of the products/ services.
This feature is not really popular in the first application. As a rule, the chat flows are composed universal and don’t require small amendments. And for the big changes, the customers turn to developers.
However, it is often necessary to manage the main categories: to add, delete, edit parameters of products and services. For example, an admin has to add a new section in pizzeria bot, which wasn’t previously there – let it be “Salads”. In this case, it is not simple uploading of new products (like it could be with “Pizza” and “Drinks” sections), but the creation of a new section in the bot, new dialogue branch.
In general, this module is not in great demand.

AI and machine learning module

The simple versions of this module are popular. An administrator can set up minimal “understanding” of free user input by the bot, on the level of keywords. For instance, the bot can be trained to answer the FAQ about products or services. In an admin panel you have to fill out
the fields for keywords (several variants of how a user can ask about it),
the field with the answer the bot will give.

The complex integrations of machine learning are quite rare. In such cases, when a bot has to work with intents (users’ intentions), recognize entities, use them in answers and participate in small talks (understanding about what the user wants to talk), a machine learning module allows adding intents, entities, alternative answers. For example, an admin trains bot to recognize in the customer’s input the names of the cities, search for corresponding flights and offer them. Usually, this module is integrated with one of the NLP and machine learning services.

What is important in an admin panel, except its functions?

  • Interface design.
    Obviously, it is necessary to a provide convenient and nice design for an admin, who might be obliged to work many hours a day with the panel. That’s why it is important to specify the customer’s wishes for design. It is great when customers can provide ready mockups or at least show the examples they like. Also, if the admin panel has to be mobile responsive, it should be noted in advance.
  • Admin panel language. Sometimes, one language will do for the panel, even if the bot is multilingual. If the panel interface should be available in several languages it should be specified before the start of the project.
  • Security is one of the most important things in an admin panel considering personal data it contains.

There are very simple chatbots functioning without admin panel. As a rule, their job is only to provide contact info and working hours. If you are planning more profound features, your bot should have a convenient admin panel.

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