topic Re: Analytics on Live Chat Quick Replies (reason for chat) in Tickets & Conversations

Analytics on Live Chat Quick Replies (reason for chat)

SSiker — Tue, 31 Oct 2023 12:19:12 GMT

Hi all, this suggestion is to expand the reporting capabilities for live chat quick replies. After collecting contact info our chatbot asks website visitors, "How may we help you?" The visitor is able to choose from 5 quick reply options and is then routed to a chat agent. We're interested in a report that shows how often each option is selected. Added analytics/reporting on live chat interactions such as this would allow us to better serve website visitors and continue to enhance our chatflow experience.

Re: Analytics on Live Chat Quick Replies (reason for chat)

mollmann — Thu, 02 Nov 2023 11:19:25 GMT

Hi @SSiker , thanks for your proposal.

Can you tell me more about your situation? My first thought was whether you could use the existing feature to save the answer to a property and then report on the property itself.

This article describes the feature:

"Save to HubSpot property: click the dropdown menu and select a contact property. The visitor's response will be added as the property value on their contact record."

Would that work for you or am I missing some context?

Curious to learn more.

Many thanks in advance

Marc

Re: Analytics on Live Chat Quick Replies (reason for chat)

SSiker — Thu, 02 Nov 2023 19:01:21 GMT

Hi Marc, this was a huge help! I created the 'capture contact reason' as a property and was able to successfully test the property. I set up a new pie chart for this and filtered out any instance where the property is unknown. As for as I can tell there is not a way to capture old data since the property was just created, but moving forward I think this solves our problem. Thank you so much!