This article shows you how to measure Chatbot performance by creating goals. For this analysis, a goal is defined as follows:

  • a given Message block contains a user response
  • a website visitor interacts with the user response in a measurable way (e.g. clicking a button or entering an email address).

1 Locating goal settings

  1. Go to the Settings page.
  2. Scroll down to the Goal Settings header on the left side of the page.
goal setting

2 Selecting goals

The number and type of goals on your Settings page will likely be different from the example below. Thats because the design and complexity will be different; there is one goal for each Message block in the Chatbot.

  1. Check a box to select a goal.
  2. Check as many boxes as you wish.
  3. Click Save at the top or bottom of the page.
select goal boxes

3 Creating inferred goals

Most goals are easy to track. A website visitor interacts with a user response by creating trackable data (e.g. clicking a button or typing an email address).

In some instances, you might want to track an event which does not result in a trackable data. An example might be providing users with a discount coupon displayed as text. You can’t count how many users see the code.

One solution is to create an inferred goal.

Using the example of a discount code presented as text, you count the number of website visitors who interact with a user response to get the code.

Perhaps you create a Message block that asks the question: Do you want a 10% discount code?

Every user who clicks Yes is shown the discount code. In this example, you create a goal for the Message block that asks, “Do you want a 10% discount code?” It’s safe to assume the majority of people who click YES actually see the code.

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