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Reporting on Messaging bot carousels
Posted Feb 29, 2024
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue
We added a carousel in messaging bot to reduce contacts. Basically, customers click on the button and are redirected to some specific pages. There is no way to measure how many consumers interact with the button in order to see the impact on contact volumes and if customers are actually engaging with the feature.
It would be great to have some metrics and reporting on messaging bot carousels in Explore, to measure and analyze this.
What problem do you see this solving?
Not actually a problem, but could help us understand customer engagement with the carousels and see the impact on contact volumes.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
It's on a daily basis, we are blind on customer behaviour and engagement. We added this to reduce contacts on specific topics or incidents and we do not know the impact.
Are you currently using a workaround to solve this problem?
No, we haven't managed to find a workaround so far.
What would be your ideal solution to this problem? How would it work or function?
Add metrics in Explore to create reports on number of clicks on each carousel link by user and also how many customers clicked on the carousel buttons and never deflected to an actual contact in chat. Also being able to split this metrics by country, LOB, date etc.
Thank you for considering the feedback! :)
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3 comments
Shawna James
Thank you for taking the time to provide us with your feedback! We appreciate you taking the time. Can I point you in the direction of our product feedback template? This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. If you could, we would appreciate you taking the time to update your post and utilize the template.
For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Sara Giardini
Thank you, Shawna! I've just updated the post with the template :)
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Shawna James
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