If you have Chat integrated with Support, chat sessions can create tickets in Support. What data is sent in from Chat to Insights?
Insights receives all ticket data other than the ticket requester's email and the ticket comments themselves. That means that only the following will get sent into Insights from Chat:
- Customer satisfaction rating
- Tags (though tags added in Chat and tags added in Support appear the same)
At this time, all other Chat data must be accessed using tools like Chat Analytics within the Chat dashboard. You can read more about Chat Analytics here: Monitoring chat activity with Analytics.
In addition, Chat metrics are now available in Insights. For information on the metrics used on the Chat Insights dashboard, see Chat metrics reference.