Chat Conversation report

```mediawiki Navigation: Main_Page > Reports > Chat Conversation report

Chat Conversation Report

The Chat Conversation report is a powerful dashboard feature within ActiveCampaign that provides insights into the performance of the Conversations chat tool. This report helps you track various metrics of chat interactions over time, which is crucial for understanding how effectively you engage with visitors and potential customers through your chat functionality. By analyzing this data, you can optimize your customer service strategies, improve response times, and ultimately enhance user satisfaction.

How to Access the Chat Conversation Report

To access the Chat Conversation report, follow these simple steps:

1. Navigate to the left menu within your ActiveCampaign account. 2. Click on Reports. 3. Select Chat Conversation Report from the submenu.

Upon accessing the report, you will see data reflected from the last 7 days by default.

Step-by-Step Instructions

The Chat Conversation report is structured to deliver key statistics at a glance, with several interactive features that allow you to filter and analyze your data effectively. Here’s a breakdown of its components:

Filter Chat Conversation Report Data

At the top of the report, there is a filter labeled Chat Conversations Date that allows you to specify a date range for the data displayed. The available options include: - Today - Yesterday - Last 7 Days - Last 30 Days - Last 90 Days - Custom Date Range (select an end date that will show data up to the specified date)

To use this filter: 1. Click on the Chat Conversations Date filter. 2. Choose one of the date range options listed in the dropdown.

Chat Conversation Report Statistics

The report features six key statistics at the top: - Conversations Started: The total number of conversations that were initiated by new customers. - Contacts Created: The count of new contacts created as a result of conversations, triggered when a visitor submits their email address via the email capture form. - Messages Received: The total number of messages sent to the unified inbox from both visitors and contacts. - Messages Sent: The total messages dispatched by agents or admins in response. - Average Messages per Conversation: This is the average calculable from messages sent and received during each conversation. - Average First Response Time (min): This metric indicates the average time in minutes that a visitor waits before receiving the first reply.

You can export each statistic separately into a CSV file. To do this, hover over the statistic number and click on the vertical ellipses, then select Download Data.

Conversations Started Trend

This section showcases a graph titled Conversations Started Trend, which visualizes the number of chats initiated over the specified date range. You can hover over each data point to view details on the number of conversations started on specific dates. Similar to the statistics, you can export this graph as a CSV file by hovering over it and selecting the Download Data button.

Conversations by Origin URL Table

The Chat by Origin URL table details conversation metrics according to their starting URLs. You can sort the table data by clicking on the column headers. The table includes: - Originating URL: Where the visitor started the chat. - Conversations Started: The number of threads initiated from that URL. - Contacts Created: New contacts from conversations, including those who used the Email Capture Form. - Messages Received: Total messages sent by visitors to your inbox. - Messages Sent: The amount sent by agents. - Average Messages per Conversation: Similar to the earlier stated statistic, but focused on URL tracking. - Average Initial Response Time (mins): Average wait time for a visitor’s first reply. - Average Conversations Started per Day: A metric showing daily conversation generation via chat. - Email Forms Sent: Frequency that the email capture form was presented to visitors. - Visitor to Contact Conversion: Rate at which visitors convert into contacts. - Most Used Device: The device model most utilized by visitors when engaging.

To download this table's data, click the vertical ellipses in the top-right corner of the table, choose Download Data, select the desired file format, and proceed with the download.

Configuration Options and Settings

The Chat Conversation report primarily serves one function — providing analytics around chat interactions. Thus, the notable configuration settings include: - The Chat Conversations Date filter to determine the date range for data displayed. - The option to export data via the Download Data feature for each statistic and table presented.

Best Practices and Tips

To maximize the utility of the Chat Conversation report, consider the following best practices: - Regularly review your data to identify trends in customer engagement and response effectiveness. - Use the Custom Date Range to analyze specific time frames, especially during marketing campaigns or significant events. - Export and compare data over different periods to gauge overall performance improvements or declines. - Train your team to respond promptly to chat inquiries, thus minimizing the Average First Response Time (min) statistic.

Common Use Cases with Examples

1. **Customer Support Evaluation**: Use the report to analyze how effectively your team is responding to customer inquiries and how that impacts customer satisfaction. 2. **Marketing Campaign Success**: Assess how many conversations initiate from specific marketing efforts by examining the Originating URL data. 3. **Device Engagement Analysis**: Identify which devices your visitors are using to interact with your chat, allowing targeted improvements for mobile or desktop interfaces.

Troubleshooting

If you encounter issues while using the Chat Conversation report, consider the following checks: - Ensure your date filters are set correctly to avoid displaying no data. - Verify that you have the necessary permissions in your ActiveCampaign account to access reporting features. - If data appears inconsistent or incomplete, check the operational status of the Conversations feature itself.

FAQ

1. What is the Chat Conversation report?

The Chat Conversation report is a dashboard that displays metrics on all interactions made through the Conversations chat function.

2. How can I filter my report data?

You can filter the report data by clicking the Chat Conversations Date dropdown at the top and selecting your desired date range.

3. What statistics can I view in the report?

You can view statistics such as Conversations Started, Contacts Created, Messages Received, and more.

4. Can I download my report data?

Yes, you can download statistics and table data into CSV files via the Download Data option.

5. What should I do if I don't see any data in my report?

Check your date filters and user permissions to ensure you are set to view data correctly.

6. How often should I review the Chat Conversation report?

Regularly reviewing the report helps in identifying trends and making necessary adjustments to improve customer engagement.

7. Is the Conversations feature available for all plan types?

No, the Conversations feature is no longer available for purchase to new customers as of January 3, 2023.

For more information on ActiveCampaign reports, refer to the Reports category. ```