Subscriber Report

Unlock the potential of your chatbot with our Advanced Subscriber Analytics feature. Gain deeper insights into subscriber behaviour, track performance metrics, and refine your engagement strategies. Whether you're looking to understand subscriber trends or optimise your communication channels, these analytics provide the data you need to make informed decisions.

Accessing Advanced Subscriber Analytics

We're thrilled to introduce Subscriber Analytics, a new feature that offers comprehensive insights into your chatbot's performance. Here's how you can leverage this tool effectively:

1. Enabling Advanced Subscriber Analytics

Advanced analytics is turned off by default. To enable it:

Navigate to Workspace Settings > Settings.
Ensure that Conversation Mode is active.

Once you've activated it, you'll have access to detailed subscriber insights for each chatbot.

Conversation Session Timeout

If a user sends a message within the session timeout period after a conversation has ended, the current conversation will reopen. If not, a new conversation will begin.

2. Navigating Subscriber Analytics

After enabling analytics, a new Subscribers section will appear under your bot's analytics.

Customisable Time Frame

You can select a specific time frame to view records and insights.

Reports:

Status: These metrics categorise chats based on their status in live chat, such as "Open," "Pending," "Done," "Spam," and "Invalid." You'll see the total number of records for a chosen period.

Unanswered:

This report highlights the number of chats that remain unanswered within your selected time frame.

Unsubscribed:

This report details the number of new subscribers, those who unsubscribed, and opt-out actions for SMS and emails.

Unassigned:

View reports on how many subscribers are new and unassigned.

Subscribed vs Unsubscribed

This section shows how many subscribers joined or left during the selected period.

Opt-in SMS vs Opt-out SMS

See the number of subscribers opting in and out of SMS within the chosen period.

Opt-in Email vs Opt-out Email

Track how many subscribers opted in or out of emails during the selected time frame.

Subscribed By Source

Discover how users subscribe to the bot through user-initiated chats, live agents, or bot automation.

Unsubscribed By Source

Find out how many users unsubscribed by themselves, through a live agent, or via bot automation.

Opt-in SMS By Source

Learn how many users opted for SMS through user-initiated actions, live chat agents, and bot automation.

Opt-out SMS By Source

Discover how many users opted out of SMS through user-initiated actions, live chat agents, and bot automation.

Opt-in Email By Source

Find out how many users opted into emails through user-initiated actions, live chat agents, and bot automation.

Opt-out Email By Source

See how many users opted out through user-initiated actions, live agents, and bot automation.

How to download the report:

You can download each report in SVG, PNG, and CSV formats.

How to change the Chart view:

You can also modify the chart view.

How We Count Source

Certain user actions are tracked in these statistics, such as clicking an unsubscribe link in an email or replying 'stop' to an SMS.

User-Initiated

When a user clicks the unsubscribe link in an email you sent, it is recorded as a user-initiated opt-out email.

Bot Automation

Actions like unsubscribing from an email via the flow builder are recorded as bot automation sources.

Live Agent

When an agent performs an action in live chat, such as unsubscribing, it is counted as a live agent source.