Every conversation your bot has with your customers is recorded as a ticket in the bot builder. This includes all the conversations that the customers initiated.

You can pull out reports based on conversation statuses, the number of messages in those conversations, the time stamp on each message delivery, etc.  With this data, if you come across conversations that are open or new, you can quickly attend to them. You determine the source of conversation, which gives you context on the traffic across channels and origins.


How to access this report?

  • Click on the Analytics icon on the left pane > Bot Analytics > Conversations Overview report. 
  • Choose the required filters and get the data.



Some of the filters with which you can categorize the conversations are:


Conversations
Metric
Count of Bot Conversations
Conversation ID
Filter, Group by, Underlying data
Unique ID corresponding to each bot conversation
Created Date
Filter, Group by, Underlying data
Timestamp at which the bot conversation was initiated
Status
Filter, Group by, Underlying data
The current status of a bot conversation - New, Open, Closed
Bot
Filter, Group by, Underlying data
Name of the bot on which a conversation was initiated
Bot Version
Filter, Group by, Underlying data
The version number of the bot on which a conversation was initiated
Flow
Filter, Group by, Underlying data
Name of the flow on which the last user interaction was done
Customer
Filter, Group by, Underlying data
A unique identifier for the user that interacts with the bot
Landing URL
Filter, Group by, Underlying data
The URL on which the bot conversation was initiated





We're making some changes to our data retention policy to improve response times. Any data on Landing URL older than 90 days will not be available for viewing/exporting. 



You can also create your own Conversations Overview report by applying widgets, filters, visualization, and much more. Learn how to build your report →


Please write to freshchat@freshworks.com if you have any more questions; we’ll be happy to help you.