Observing Chatbot Journeys in CRM

Observing chatbot journeys in CRM involves monitoring and analysing the interactions between users and a chatbot within a customer relationship management (CRM) system. This process helps businesses understand how users engage with the chatbot, identify patterns in user behaviour, and optimise the chatbot's performance to improve customer satisfaction and achieve business goals.

In the help desk, business-initiated automations or campaigns are logged only after a customer replies. This approach prevents unopened marketing messages from being considered as tickets, optimising the system for high-volume marketing.

The best way to understand chatbot behaviour is by accessing the Node Level Analytics(NLA) feature. The NLA provides a comprehensive overview of message frequency and user interactions with automations. The NLA interface displays message frequency and user interaction data, helping you analyse chatbot behaviour effectively.

To view the NLA report, follow these steps:

1. Access the "Journeys" section in the BIK dashboard.

2. Select a journey to view the NLA report.

3. Click on "Analytics" to view the analytics of configured journey.

4. Click on the "Download" icon for individual nodes/blocks.

5. You can view the NLA reports with data.

In the NLA report, you can view the following data:

For individual users, you can access their journeys by searching for them in the Help desk and opening the events section. This feature allows you to see the list of journeys initiated for that specific user.

To access the events, follow these steps:

1. Navigate to "Help Desk" in the BIK dashboard.

2. Locate and click on "Events Monitor" in the right panel.

3. Select "Messages" from the event filter and filter based on your date range, such as the last 7 days, last 30 days, or a custom range.

4. You will be able to view the list of journeys triggered for the particular user.

To view the chatbot-triggered journeys, follow these steps:

1. Access the "Help Desk" in the BIK dashboard.

2. Locate the chatbot-triggered messages.

3. Click on the chatbot icon to view the triggered journey and the node from which the particular message was triggered.

1) How far back can I view chatbot activity in the events monitor?

The date range filter is available to filter out the journey triggered events. You can view the events from the starting point of ticket creation.

2) Is it possible to view the failures of journey triggers?
Yes, you can review the failures of journey triggers by downloading the NLA reports. These reports allow you to examine the errors in API responses.

3) Is it possible to download the NLA reports for each block in a journey?
Yes, you can download and view every block of the journey. The download option is available for each block in journeys.

4) Is the NLA report available in XLSX format as well?
No, it is available only in CSV format.

5) How frequently are NLA reports updated?
NLA reports are typically updated in real-time. It get updated soon after a journey block is triggered for the users.

For further assistance or to raise feature requests related to Observing Chatbot Journeys in Helpdesk, please contact [email protected]