Sum of "READ" messages aswell as "UNREAD" messages
under review
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Paddy Macken
If a client looks through their conversations and marks the conversations as read, those conversations are then "un-reportable". For a new client signing up, who wants reports on how well the product is doing, the agency cannot create a report based on read conversation messages, only unread.
Please make it easier to create reports based on read messages in conversations. The report needs to show the benefits of having conversation ai on their site. Currently using it for chat widgets and i need to show service improvement reports to the client
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D
Dinesh Kumar
updated the status to
under review
D
Dinesh Kumar
Hi Paddy Macken, thanks for sharing this, and for the context on how you're using Conversation AI with chat widgets.
Good news on part of this: read conversations can already be reported on. The default conversation widgets are set to show unread conversations, but you can change that. Edit the widget, open Conditions, and set Conversation type to Read. Or remove the condition to include all conversations. For showing chat activity to a client, "Last message distribution by channels" or "New conversations started", filtered to Web Chat or Live Chat, are good starting points.
Message counts are a different story. Today these are only available for unread messages, so there's no way yet to report total messages. We also hear you on the bigger goal, which is showing clients the impact Conversation AI is having. That's the angle we'll look at this from.
Moving this to Under Review. We'll post an update here when we have more to share. If you're an agency looking for similar reporting, upvote and tell us in the comments what you'd want to show your clients.