Reporting on chat triggers
It would be useful to know how many times a chat trigger fires in a given period (regardless of whether there is a related ticket created).
Use case:
Chat trigger fires to present a user with a proactive message based on a number of conditions. If these conditions are met, we can deduce that there is a specific issue that the user is facing and therefore in the message we present, a solution to the issue is provided.
The ideal (for the end user) is that they then do not need to speak with a live agent as we've given the answer already.
The challenge is that we would want to track the effectiveness of the message being provided. Currently you cannot report on the number of times a chat trigger fires unless it fires in an interaction that generates a ticket. As this use case 'should' negate the need for a ticket we're stumped at how we can measure the effectiveness of our proactive messaging.
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I'm voting for this also. Would be hugely beneficial to know the % engagement rate of certain triggers that we fire. At the moment, as has been mentioned above, I can see how many chats were started from the trigger, but I've no idea how many triggers were offered, and so I've not idea if the number if chats served is high or low.
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Voting this as well.
I don't see the point if we could not measure the effectiveness of trigger set in terms of CX.
Adding a tag in trigger setting is we can only quantify how many customers contacted through triggers. It would be more helpful to know how many conversations customer initiated against the number of trigger fired (engagement rate %). We might be able to review how much trigger would be helpful from customer's point of view. -
I don't know how many you have but theoretically you could add custom "chattrigger_xyz" tags to every trigger and report on them.
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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!
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Hi Lauren,
This is possible with a workaround. When creating. your Chat trigger for proactive greeting adds an extra action to it.
Add tag "example_your_tag"
Chat tags is an attribute in the Chat dataset and you will be able to build reports on where this tag was added, in other words, the chats that proactive message was sent.
I hope this workaround is helpful and feel free to ask us other questions,
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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!
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Hi Lauren,
Thanks for your message. I am sorry, but I missed the bit about no interaction at all has been made.
Unfortunately what will register that chat in the dataset (tags also) will be the first message not sent by the trigger.
I think that is great feedback to our Product team, so if you have a chance, please post it to our community and our developers can review it in the future.
I am sorry this is not the answer you were hoping to have, but please let us know if there is anything else we can help you with.
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Hi Guys
Is there a way we can achieve the 'subject of triggers fired on chats' like we can escalate that which trigger was used in the most in the chats? the customer interacted with is there a way to achieve?
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Agree 100% with both folks above. Not being able to report on how many times it fires, not just how many times it results in a chat, is a massive reporting gap.
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