Chat Conversation report

Available on all plan levels and can be purchased as an add-on to your account.

The Chat Conversation report is a dashboard that shows you performance metrics of all interactions happening through the Conversations chat function over time. You can use this report to see the originating URL of conversations, the number of contacts acquired, average response times and most popular device types used by visitors.

Access the Chat Conversation report

To access the Chat Conversation report, click “Reports” in the left menu then click “Chat Conversation Report.”

The Conversations report will load and display data from the last 7 days by default.

Chat Conversation report

Filter Chat Conversation report data

The "Chat Conversations Date" filter located at the top of the report lets you view data by date range.

Chat Conversation report filter

The date ranges include:

  • Today
  • Yesterday
  • Last 7 Days
  • Last 30 Days
  • Last 90 Days
  • Custom Date Range (the "End Date" selected here will display data up until the date selected)

To use this filter, click the "Chat Conversations Date" filter and select one of the options listed in the dropdown.

Chat Conversation report statistics

The six statistics at the top of the report provide you with information at-a-glance.

Chat Conversation report stats

These statistics include:

  • Conversations Started
    Number of conversations opened with new customers
  • Contacts Created
    Number of new contacts created from conversations. A new contact is created when a visitor submits their email address to the email capture form
  • Messages Received
    Total number of messages sent to the Unified Inbox from visitors and contacts
  • Messages Sent
    Total number of messages sent from Agents or Admins
  • Average Messages per Conversation
    Average number of messages sent and received for each conversation
  • Average First Response Time (min)
    How long a visitor waited before they received a reply. Number of minutes between when a visitor submitted a chat and when an Agent provided the first response

Each statistic can be downloaded and exported separately into a CSV file. Just hover your mouse over the statistic and click the vertical ellipses. Then click the "Download Data" button.

Conversations Started Trend

The Conversations Started Trend is a graph that shows you the number of chats initiated by vistors and contacts within the date range you set.

Chat Conversation report graph

You can hover your mouse over each data point to see the number of conversations started from chat along with the date.

This graph can be downloaded and exported to a CSV file. To do so, hover your mouse over the graph and click the vertical ellipses. Then click the "Download Data" button.

Conversations by Origin URL table

The "Chat by Origin URL" table lists all chat conversations started within the date range you set. You can sort data in ascending or descending order by clicking the table column headers.

Chat Conversation report table

Data in this table includes the following:

  • Originating URL
    Whitelisted URL where the visitor initiated a chat from
  • Conversations Started
    Number of conversations threads from the originating URL
  • Contacts Created
    Number of new contacts created from conversations. This includes contacts created who submitted their email address to the Email Capture Form in the chat widget and contacts created when they sent an email to your unified inbox
  • Messages Received
    Total number of messages sent to the unified inbox from visitors and contacts
  • Messages Sent
    Total number of messages sent from Agents
  • Average Messages per Conversation
    Average number of messages sent and received for each conversation
  • Average Initial Response Time (mins)
    Average amount of minutes between when the visitor submitted a chat and when an Agent provided the initial response. This indicates how long a visitor waits before they receive a reply
  • Average Conversations Started per Day
    Number of new conversations that are generated per day via chat
  • Email Forms Sent
    Number of times the capture form was sent to a visitor
  • Visitor to Contact Conversion
    Rate at which site visitors become contacts in your ActiveCampaign account
  • Most Used Device
    The device used most by visitors/contacts when they submitted a message to your unified inbox. This can display either desktop or mobile.

To download and export table data, click the vertical ellipses on the top right of the table. Then click "Download Data." In the modal window, select the file format for your download and click "Download."

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