Every day, you have: 

• Your customers telling you why they are on your site
• Your customers telling you what they care about.
• Your sales team pitching your business and qualifying potential customers.

Wouldn’t be great if you could mine the gold in those conversations and use it to better your customer/prospect experience? 

We think so too. That’s why we built Conversation Analysis! 

Conversation Analysis lets you discover hidden insights that would otherwise be locked away in all of your customer conversations. It’s like having a microphone for your website! With Conversation Analysis, it’s now easier than ever to understand your customer and improve the buying experience.

So how do you use it? 

Where: 

To access Conversation Analysis simply click reports > conversations > conversation analysis.

How: 

Now that you have found it, how do you use it? 

1. Set your filters! The filters can be hidden so make sure you expand them if you need. See below for a list of filters you can use!

2. Once you set your filters, check out your gold! Read transcripts, search within your transcripts too. 

Filter Types

Conversation Started From

Filter by the pages that the conversation was started from. Any matches will be shown.

Playbooks

Filter by playbooks that were triggered in the conversation. Any matches will be shown.

Conversation Routed

Filter on whether conversations were routed for live chat. Each filter option represents a potential outcome after trying to route a conversation

• Offline fallback - schedule meeting link - the intended team/teammate was offline, and a calendar link was dropped instead so that the site visitor could book a meeting
• Offline fallback - away message - the intended team/teammate was offline, and an away message was sent to the site visitor
• Teammate routed to chat - a teammate was added to the conversation. Choose the “Any teammate routed” option to search for conversations where anyone was routed in, without having to specify specific teammates

Teammates who responded

Filter on whether any teammate responded. Note that this is not always the same as using the “Conversation Routed” filter, as:

• A teammate could proactively respond to a conversation without being routed in
• A teammate who was routed into a conversation might not actually respond

Unresponsive fallback

Filter on whether an unresponsive fallback fired for a conversation. This is a routing configuration that is used when a conversation is routed to a teammate, but the teammate doesn’t respond

• Schedule meeting link - a schedule meeting link was dropped so that the site visitor could book a meeting 
• Away message - an away message was sent to the site visitor
• Re-route within team - the conversation was re-routed to another team member

No unresponsive fallback - no unresponsive fallback fired. You can use this filter, in conjunction with the “Conversation routed” and “Teammates who responded” filters to find “dead end” conversations: conversations that were routed, where no one responded, and where no unresponsive fallback fired, effectively leaving the site visitor at a dead end

Routing type

• Playbooks - routing was triggered through a playbook skill
• Direct message - a site visitor attempted to contact a teammate directly, usually through their Drift Profile
• Manually joined - a teammate joined a conversation on their own by sending a message in the Conversation View
• Offline fallback - routing switched from trying to route in a live teammate, to an offline fallback (typically dropping a calendar) because the intended team/teammates were offline
• Unavailable fallback - routing was triggered again because a the teammate who was routed in did not respond, and now the conversation must either be re-routed, or drop a teammate’s calendar

Company Name

Filter by mentions of a specific company name in chat. Any matches will be shown.

Conversation Tags

Filter on conversation tags that have been applied to conversations.

Saved Filters

If you have a search you want to use multiple times, you can save your search! To do so, simply set your filters and click the blue Save search as button. 

To select which saved search to use you can use the drop down, or the separate Saved Searches dashboard.

Things to note: 

1. If you are filtering by words or phrases: 
1. Phrases are exact
2. Keywords look for similar words. For example if you are filtering by “test”, it will also populate results with “testing”, “tested” etc. 
2. Filters are ANDs. This means that if you are filtering by Playbook Name, the keyword “test”, and where the conversation started from you will only see results that match all three filters. 
1. However if you are filtering by more than one playbook, URL etc. those are ORs. Which means results that populate will be from either URL, playbook etc. 
3. The histogram metric is based off the number of conversations that have messages that match your filters per day. 
4. The conversations per day metric is the number of conversations that match the filter, and match the transcripts that show below the histogram. 

Got feedback or questions? Let us know!