Tips, Tricks & Best Practices

AStefanini
Participant

Tracking contacts coming from chatbots

SOLVE

Hello everyone,

 

I am writing to you because a few months ago I installed a ubiquitous chatbot on the site of a client of mine who has Hubspot.

 

I would like to have statistics on the performance of the chatbot (e.g. contacts created, abandonment rate, etc.) and I had read this guide from Hubspot on the subject to find this information within the platform 

 

In the linked guide, it says to hover the mouse over the bot you want to analyse and the "Details" entry will appear; consequently, you only need to enter the section to see the statistics I mentioned earlier.

 

The only problem is that by doing the suggested operation, the "Details" entry doesn't appear on the bot, and even in the drop-down menu that appears if I click on "Altro" I can't find anything about it (I'm attaching a couple of screens so that I can better understand).

 

AStefanini_0-1680606232190.png

AStefanini_1-1680606415914.png

 

 

 

Could you help me as to why I don't see the item mentioned in the guide? I had also thought that my Hubspot plan did not have the possibility to see the metrics but I have read that it is a capability that is present in all packages.

 

I thank in advance anyone who can help me out.

Andrea

 

0 Upvotes
1 Accepted solution
MiaSrebrnjak
Solution
Community Manager
Community Manager

Tracking contacts coming from chatbots

SOLVE

Hi @AStefanini,

 

Thank you for reaching out to the Community!

 

It seems you're looking at a live chat and not a bot; the performance overview that can be accessed via "Details" in the Chatflows tool is only available for bots : 

Screenshot 2023-04-05 at 15.16.11.png

 

You can read more about the difference between a live chat and a bot in this article. 

 

If you'd like to see the performance of your live chat, head over to Reports > Reports > Create report and select "Chat" under Data sources: 

Screenshot 2023-04-05 at 15.29.54.png

You'll see a bunch of ready-made templates that you can use for chat reporting. 

 

I hope this helps!

Cheers
Mia, Community Team


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3 Replies 3
PamCotton
Community Manager
Community Manager

Tracking contacts coming from chatbots

SOLVE

Hello @AStefanini, thank you for posting in our Community!

It's necessary to first hover over the chat flow so the options are visible:

detailsdetails

 

 

And yes you are correct, analyzing your bot's performance it's included in All products and plans.

 

Kindly,

Pam

 

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MiaSrebrnjak
Solution
Community Manager
Community Manager

Tracking contacts coming from chatbots

SOLVE

Hi @AStefanini,

 

Thank you for reaching out to the Community!

 

It seems you're looking at a live chat and not a bot; the performance overview that can be accessed via "Details" in the Chatflows tool is only available for bots : 

Screenshot 2023-04-05 at 15.16.11.png

 

You can read more about the difference between a live chat and a bot in this article. 

 

If you'd like to see the performance of your live chat, head over to Reports > Reports > Create report and select "Chat" under Data sources: 

Screenshot 2023-04-05 at 15.29.54.png

You'll see a bunch of ready-made templates that you can use for chat reporting. 

 

I hope this helps!

Cheers
Mia, Community Team


Wusstest du, dass es auch eine DACH-Community gibt?
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Join regional conversations by
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AStefanini
Participant

Tracking contacts coming from chatbots

SOLVE

All clear, Mia!

Thank you very much for your help😊