The Visitor Communication tab shows every message and call exchanged with a visitor, in one place. Messages are grouped into topics with a short summary, so you can quickly see what happened and what still needs attention.
Use this tab when:
A visitor is flagged and the exception tells you to check the Visitor Communication tab
You want to know what a visitor asked the visitor AI assistant, and what it answered
You want to check whether a message reached the visitor
The tab was previously called Driver Communication.
Where to find it
Open the visitor.
Select the Visitor Communication tab.
Topics are shown oldest first. The tab opens at the newest one, at the bottom. Select Refresh to load new messages.
While the tab loads, you see Grouping the messages into topics…. The first time, this takes a few seconds.
Topics
The visitor AI assistant groups related messages into topics, for example a question about the dock and the answer to it.
Topics are collapsed by default. Select a topic header to open it.
Status
The topic header shows a status badge only when the topic needs attention. Closed topics have no badge.
Badge | Meaning |
Pending | The topic is still open. |
Escalated (red) | The topic ended in an exception: Visitor AI Assistant Handoff, Visitor did not respond or Visitor replied. |
Inside an opened topic
Summary: a short summary of the topic, written by the visitor AI assistant
The messages and calls in the topic
At the bottom of a finished topic: how it ended (Closed, Escalated, or Flagged with followed by the exception name when the visitor AI assistant handed the visitor over to site staff) and the time
When topics overlap
Sometimes a new topic starts before the previous one is finished. In that case, a Meanwhile chip shows the title and time of the other topic. Select the chip to jump to that topic.
Messages
Authors
Each message shows who sent it: Visitor, Visitor AI assistant, the operator's name, Triggers & Actions or System.
Your own messages show your name followed by (me). If an operator's name is not known, you see Operator.
Admins see an Open trigger link on Triggers & Actions messages.
System messages are sent automatically during registration, such as the visitor AI assistant's introduction.
Channels
Each message also shows the channel it was sent through: Kiosk (the physical kiosk), Mobile driver portal, Mobile kiosk, WhatsApp, SMS, Telegram, Viber or Voice call.
Delivery status
Messages sent to the visitor show one of these delivery statuses. Incoming messages and calls have no delivery status.
Delivered: the message reached the visitor's phone.
Read: the visitor read the message. Only shown for WhatsApp and Viber. Other channels show Delivered.
Undelivered: the message could not be delivered to the visitor.
Other statuses: Queued, Sent, Failed, Unknown.
Translated and rewritten messages
Messages in another language are shown translated into your language. Select Show original to see the message in its original language, as it was sent to or by the visitor. Select Hide original to hide it again.
Messages rewritten by the visitor AI assistant, for example those you sent with Send message, show a small bot icon. Hover over it to see rewritten by the visitor AI assistant.
Rate the visitor AI assistant
You can tell Peripass whether the visitor AI assistant did a good job on a topic.
Rate AI is shown at the bottom of an opened topic when:
The visitor AI assistant was involved in the topic
The topic is closed. Before that, you see AI still working.
To rate a topic:
Open the topic.
Choose one of the options:
Thumbs up (Helpful): your rating is sent immediately.
Thumbs down (Report a problem): What went wrong? opens. Continue with step 3.
Under What went wrong?, tick at least one reason:
Incorrect answer
Incomplete answer
Confusing or wrong wording
Wrong language
Message shouldn't have been sent
Wrong timing
Other
Optionally, describe the problem in Add details (optional).
Select Send feedback.
You then see Feedback sent. You can rate each topic once and can't change it afterwards.
