Bot Engagement

Customer engagement is an important aspect of a business since it drives all three aspects of a marketing use case Lead generation, Customer Acquisition and retention. Advanced NLP enabled conversational bots to drive targeted and interactive engagement options. Engati enables the bot builders to track the quantity and quality of engagement on their bots.

Engagement Dashboard provides analytics on various aspects showcasing your users’ engagement with the bot. Key metrics highlighted include Interaction Metrics, New vs Active Users trending and occurrences/usage of certain messages or actions within the Bot User Journeys.

The Bot Engagement Dashboard is available to all our customers on all plans. The access to this dashboard is restricted to your users with the Owner, Administrator or Executive Roles.

Navigate to Analytics > Bot Engagement.

This module showcases the key metrics relevant to tracking user engagement with the bot.

Any input from a user be it a text for a query or selection of an option by clicking a button is counted as an interaction with the bot.

There are three key charts available on the page as described below. Also, please note that the aggregated charts data available on this dashboard is available only for date ranges older than a day (i.e. Today).

This graph shows the date-wise distribution of new users vs active users on the bot. The definitions have been updated to better reflect user engagement. A new user is now defined as someone who interacts with the bot after 30 or more days of inactivity, even if they have used the bot before. An active user is someone who returns and interacts within 30 days of their last conversation. This updated classification helps distinguish between genuinely new users and returning active users, providing a more accurate picture of the bot’s reach and user retention.

A new user is defined as someone who interacts with the bot after 30 or more days of inactivity, even if they have used the bot before. Additionally,any user who interacts during the current month is counted as a new user for that month, regardless of whether they joined in previous months. If the same user returns in a subsequent month after inactivity, they will again be classified as a new user for that new month.

An active user is someone who returns and interacts within 30 days of their last conversation. For more immediate tracking, any user who has joined or interacted within the last 24 hours is also considered an active user.

This table displays the data when you have used buttons while creating your bot. The data will reveal the user’s actions on the button during their bot conversations. The bar shows the number of clicks for that specific button. This chart is particularly useful for doing a clickthrough or conversion analysis based on the user journeys within the Bot.

Most frequently used words/queries are displayed in this section. This helps you understand the frequently asked questions in a quick glance and focus on improving the training for the bot around those keywords or queries.

The Bot Engagement dashboard allows you to filter the data by specific date ranges. At the top, you can select from preset filters like yesterday, last 7 days, or last 30 days.

The "Custom" filter lets you manually enter a specific start and end date to view bot engagement for your desired timeframe.

Using these date filters, you can analyze bot usage over any period that is most relevant for understanding trends or performance.

If you face any issues or queries please reach out to us at [email protected].