Lauren Yost

Thanks for the recommendation here. When we look at this number in Explore, we are only viewing tickets that have been engaged. We pulled the tag that was added and all the those tickets have an engaged customer. 

Let us know if you would like more info. Thanks!

Hello! 

We have a use case for this and we are desperately seeking a way to track these outbound proactive messages sent but no interaction was made. We would love to drill down an engagement rate on chats that proactively sent a chat message to the customer on their account page after their initial sign up. 

Thanks!