New Analytics Settings

Previously, tracking customer activity with a chatbot was not possible. Businesses had limited visibility into the way their customers engage with their brand, what their pain points are, or where they may be dropping off in the chatbot flow. This lack of information makes it difficult to optimize the chatbot experience for customers.

We've added several enhancements to make this tracking easier for businesses. These enhancements are discussed in detail below.

Analytics Button

We've added an Analytics button to every node.

This opens a dedicated space where you can attach a report label to the node and add the step to a collection of data markers.

You can also add a new collection from here, or navigate to the Analytics Settings page to manage your collections (see below).

Analytics Settings

We've introduced a new page under Configuration where you can manage your data marker collections.

You can add single or multiple data markers to any step (see above). This will be grouped into data collections that can then be tracked and included in your analytics report in the Clickatell Portal.

In the Analytics Settings section, you can:

1. Add new collections.

2. See a list of all the collections you've created.

3. Search and filter collections.

4. Remove, rename, and view usage of collections.

5. See if there are alerts and issues with your collections.

Flow Feature Report

We've added a new Flow Feature Report to the Clickatell Portal.

The Flow Feature report provides an in-depth view of the flow features as set up in Chat Flow (Clickatell will help you set these up using your data collections). This report gives insight into your user journeys, which flows are most successful, and where the drop-off rate is big so that you can address the pain points with training or other interventions.