Knowledge Base & Chatbot Analytics

[DKlopper]

We currently have a chatbot active that prompts users to access certain articles in our Knowledge Base before sending through a ticket for assistance (pushing self-service). 

We would like to be able to review analytics/create reports on how many customers access our Knowledge Base via the chatbot, and which pages are most popular.

According to Hubspot Support, this exact feature is currently not available, but it would be so useful! 

Bonus points for being able to delete certain contacts from these reports- contacts that come from within our organization. 

[Jnix284 · Accepted solution]

Hi @DKlopper I just had a meeting last week with the product manager for the Help Desk Insights & Reporting team - they're working on improved reporting both in the dashboard/reporting tool as well as bringing more reports into help desk directly.

One of my requests for additional reporting was related to chatbots and how users are engaging with chatflows, KB, etc.

Within the HubSpot Community, if you have an idea like this, it's best to share them in the Ideas Discussion as that is where the Product Managers review feature requests directly.

The other discussions in the community are focused around asking questions, sharing tips/tricks and best practices, etc. and are moderated by community managers (not the product team).

If you create an idea for this and share the link back here, I'd be happy to upvote (and I'll also send it to the product manager directly as a follow up).

[DKlopper]

Hi @Jnix284 

Thanks so much for the info and the link to the Ideas Discussion, I will create an idea and link it back to this. 

Appreciate it!