Urgent: Blank Transcripts in Analytics

ID: 678fd2adb571f16fb961bda7

Hi Chatdash Support,

I hope you can look into this urgently.

We have received a report from Geneva Business School regarding an unusual issue in their chatbot conversations.

Please see the
attached screenshot for reference. They are suddenly seeing multiple conversations coming through with the user name ‘David Hanley’ (who is our Voiceflow account owner) - this has never happened before. Normally, conversations appear with ‘New User’ when the user is anonymous, which is the expected behaviour.

In these cases:

• The ‘David Hanley’ conversations are completely blank (no user messages).

• Multiple duplicate sessions are being created in quick succession.

• This behaviour started suddenly and has not occurred previously.

We are concerned this could be:

• A possible bug in the way user names are being pulled/displayed

• A spam bot attacking the webchat

• A misconfiguration on the Chatdash side

Can you please prioritise investigating this urgently, as it is causing confusion on the client side.

Key info:

• The ‘David Hanley’ name matches the Voiceflow account owner, but no such user is using the chatbot in this way.

• Only ‘New User’ should be appearing for anonymous users.

Thank you for your quick attention to this - the client is awaiting feedback.

Best regards,