Conversation Insights

Conversation Insights answers, month by month, the questions Flow Notices does not: how many times each flow was started, by how many different customers, how many of them got to the end, and at which step the rest stayed behind. Flow Notices tells you what broke; this report tells you how far customers get when nothing breaks.

You find it under Analytics in the sidebar. It uses the same permission as the rest of the conversational module: whoever can open the Bot Builder can open this report.

What It Needs From Your Flows

Starts and unique customers work for every flow from day one; they come from the conversations themselves. Everything about completion comes from goals, and a flow has none until you add them.

1. Create the goals in Settings → Data Models → Goals: one per milestone you want to count, with a key, a name and, optionally, a description and an order.
2. Place a Goal node with a goal selected right after each milestone of the flow, and publish.
3. Optionally, give a journey an ordered list of goals to see one funnel across several flows.

A flow without goals still appears in the report, with its starts and customers, but with no completion figures. It is never counted as incomplete.

The Month

The selector at the top picks a calendar month: the current one and the eleven before it. Months start and end at midnight in your browser's time zone, and the indicators are compared with the previous calendar month. The by-flow table and the funnel show the selected month only.

The page also exports what you see: a CSV with the figures, which opens in Excel with accents intact, and a PDF of the report.

What the Report Shows

Indicators. The figures of the month, each with its change against the previous month:

By flow. One row per flow with its starts, unique customers, completed, incomplete and completion rate. Flows without goals show their starts and customers, and no completion figures.

Funnel. Choose a flow or a journey. The first bar, Started, is the group of customers who started it in the month; each following bar is one goal, in order, with the number of those customers who reached it and the drop from the previous bar.

The order of the goals depends on the choice. For a journey it is the order you set in its funnel. For a flow it comes from the goals themselves, by three criteria, where each one breaks the ties of the one before: the order set in the catalog (goals without one go after all the goals that have it), then how close the goal's node sits to the start in the highest published version of the flow, and finally the key. So two goals with the same order are sorted by their position in the flow, not by their key.

How Each Number Is Counted

A flow start

Starts are read from the messages of each conversation, in the order they were recorded. Within the month, the first message of a conversation counts as a start of the flow it belongs to, and so does every message recorded in a different flow from the message before it.

So a conversation that jumps from flow A to flow B and back to A counts two starts of A and one of B, and a conversation that was already in the middle of a flow when the month began counts one start of that flow in the new month. Messages from a draft version (what you see while testing the flow) and conversations hidden from Chat are left out.

A customer

The report counts people, not conversations. A customer is the identified customer (the borrower that Login or Create Borrower bound to the conversation) whenever one is known for that contact; otherwise it is the contact itself: the phone number on a WhatsApp connector, the browser session on web, the address on email.

When anything the report reads for the period, a message or a goal, ties a contact to an identified customer, every conversation of that contact counts as that customer, even the ones from before the login; if the contact was tied to more than one, the most recent wins. A visitor who browses anonymously and identifies on the third visit is one customer, not three. The report stores a hash of the contact, never the phone number or the session itself.

Completed and incomplete

For each flow with goals, the customers who started it in the month form its group. A customer in that group has completed the flow when its last goal was recorded for them, by that flow or by any other (a sub-flow the flow jumps to, for instance); the rest of the group is incomplete. The completion rate is completed divided by the whole group.

The Completed and Incomplete indicators add up these groups, so a customer counts once in each flow with goals they started that month: one who completes flow A and leaves flow B unfinished counts once as completed and once as incomplete. Completed plus incomplete can therefore be higher than Unique customers, which counts each person once across all flows. It is usually lower than Flows started, which counts starts: a customer who entered the same flow three times is three starts and one customer of that flow.

Funnel stages

The funnel follows one group of customers: those who started the flow (or, for a journey, any flow of the journey) in the selected month. A customer reached a goal when that goal was recorded for them, by any flow, at any moment from their first start in the month until now. Goals they reached before that start, for instance in a previous month, do not count.

Each bar then counts the customers whose furthest goal is that one or a later one. A customer who reached the third goal without passing through the second is counted in both bars, so the funnel never grows from one bar to the next and the drop is never negative.

What It Does Not See

• A flow that records no message. Starts are read from messages, so a flow made only of silent nodes, one that routes and jumps straight to another flow, shows no starts.
• Goal nodes without a goal. The goal name of older Goal nodes is a label, and a signal is not a goal. Neither is counted.
• Test data. Draft versions, conversations hidden from Chat and Goal nodes with Test signal turned on stay out.
• Goals reached before the start. A goal only counts for a customer from their first start in the month onward.
• Hidden flows. Flows marked as hidden, which the Bot Builder does not list either (the flow created to preview a form is one), are left out of the indicators, the by-flow table, the flows offered in the funnel selector and the funnels themselves: a journey funnel does not count the customers who only started a hidden flow of its steps.
• The same person on two channels who never identified. Without a known customer, a phone number on WhatsApp and a session on web are two customers.

Good to Know

• A goal counts wherever it is recorded. Goals belong to the tenant, so a flow's completion, its funnel and a journey funnel count a goal recorded by any flow, as long as it was recorded after the customer's first start in the month. A flow that jumps to a sub-flow where the Goal node sits still sees its customers reach that goal.
• Renaming a goal renames it in every month. The report shows the current name from the catalog. A goal deleted from the catalog still appears, marked as deleted, with the name saved in the most recent record written while it was still in the catalog, whatever flow recorded it and test passes included: the name it had at that pass, so a rename after that pass does not show. Passes recorded after the deletion carry only the key and never replace that name. A goal never recorded while it was in the catalog shows its key (see Goal).
• Figures can be up to a minute behind. The report keeps each answer for about a minute; reopen it to bring it up to date.
• Your time zone decides the month. Two people in different time zones looking at the same month can see slightly different numbers near the edges.
• Goal notices are not the source. The goal_reached notice helps you read a single conversation, but a conversation keeps only its last 200 notices; the report reads its own records.

Next

• Journey funnel
• Goal node
• Flow Notices