Every conversation, whether via our Virtual Sales Assistant (VSA) or Conversational Webform (CW), records detailed information on what was said with the prospect. This information is then normalized across your communities so you can evaluate what your prospects have in common, and what they are most interested in learning about.

The kinds of examples of interesting learnings you might find:

• Adding in a question might result in fewer people moving and providing contact information
• A large number of individuals looking for a care type that your community doesn't offer 
• Individuals looking for themselves in a context where you would expect a loved one to be doing research

Understanding what your prospects are looking for can help you improve marketing targeting, but also create content to address their concerns. Additionally, using this analytics platform, you can test in new ideas for connecting with prospects to constantly improve and gain an edge over your competition.

In this article, we'll go over how to view, filter, and understand analytics. 

Note: Both Corporate and Regional users can access chat analytics, this article will detail how.

• View Chat Analytics
• Filter Analytics
• Understanding Analytics

View Chat Analytics

To view analytics, click Stats in the left navigation. Select the Chat Analytics tab on the new page.

Along the left, there is a Chat Flows section that contains a list of all Conversational Webforms and Virtual Sales Assistants in your account. Each of these are called "Chats". You can see the name of each "Chat" as well as the total number of communities included in the chat below. 

Hover your mouse over the chat to see a list of the communities included. 

Once you find the chat/community you want to see chat analytics for, click on the chat in order to open up its details on the right. 

Filter Analytics

Chats can include one or more communities. Once you have selected a chat, you can use the filters at the top to focus on analytics from a set of times or for a specific community or group. 

Note: Filters will only work on the chat selected from the Chat Flows section. 

For more information on the filter options, see the article here. 

Understanding Analytics

Once you’ve selected a chat, you’ll see a summary of the data at the top. 

Below you can see the chat’s opening question and then all of the answers selected by visitors with a summary of the click rate and conversion. 

Note: If you do not see an answer, it is because no users clicked on that response. 

To see more information about user behavior, click the right arrow next to a response. You’ll see a new list of answers that different users selected along with their click rate and conversion rate. 

Note: It’s important to remember that the information shown is a summary of all user interactions, there is no way to follow an individual user’s path through the chat unless you look up a specific Lead in "All Conversations"

You can continue to see more data by clicking on the right arrows again. 

Each new answer will have a count of Answers at the top. This is the number of responses to the question posed.

Note: Generally, there will be fewer answers to the questions the further along you go in a conversation. Sometimes, however, prospects may answer a single question multiple times. This often happens when prospects change their answers to a specific question.