Automation report
Partly availableSee how many chat conversations flows and suggested articles settled without your team, how each flow ends, and what customers asked about their orders in chat.
On this page
Analytics > Automation counts what the chat window on your store handled by itself: flows, suggested help center articles and order self-service. Rules and macros are not counted here, and the AI agent has its own page, the AI Agent performance report.
If none of these is set up, the page says nothing ran in the range and links to the three settings pages.
4. Analytics for AI and automationThe four figures#
| Figure | What it counts |
|---|---|
| Resolved by automation | Flows the visitor said helped, plus chats a suggested article answered |
| Flows started | Times a visitor picked a flow in the chat window |
| Handed over by a flow | Flows that ended by passing the visitor to your team |
| Order requests | Problems, returns and cancellations visitors asked for in chat |
Each figure shows how many more or fewer there were than in the comparison period, and the comparison count. Each one is dated by the day it began, on the helpdesk's clock.
The rest of the page#
Resolved by automation each day charts the first figure day by day. It appears for ranges of up to 45 days, and the table view adds flows started and hand-overs for each day.
Flows has one row per flow: how often it was started, how often the visitor said it helped, how often it handed over, how often the visitor left before the end, and the resolution rate (helped out of started). "Left" includes visitors who are still inside a flow right now. A flow deleted since keeps its row, marked deleted. Click a flow's name to open it.
Article suggestions counts the first chat messages that got suggested articles, how many times an article answered the question, how many visitors still needed help, and how many gave no answer.
Orders in chat counts visitors who looked up their orders, then the problems reported, returns asked for and cancellations asked for. Each request becomes a ticket for your team, so none of them count as resolved.
Filters and export#
Only the date range and the comparison apply here. Channel, tag, agent and team do not, because these figures come from the chat window rather than from tickets.
Export CSV downloads the Flows table: each flow with its starts, resolutions, hand-overs and visitors who left, and a row for all flows.
Not measured#
The report has no automation rate against all your tickets and no estimate of agent time or money saved.
Related articles
- Flows: guided answers in chatBuild a flow of buttons, short answers and questions that walks chat visitors to an answer or hands them to your team with the path they took.
- Article recommendations in chatSuggest up to three help center articles under a visitor's first chat message, and close the conversation when one of them answers the question.
- Order self-service in chatLet chat visitors confirm their email with a code, see their recent orders and tracking, and ask for a return, a cancellation or help with a problem.
- AI Agent performance reportRead the AI agent report: how many drafts were written and used, which skills they followed, and everything Haylee changed in your helpdesk.
Still stuck?
Write to the Growth Dept team and a person answers. Say which helpdesk you work in and what you were trying to do.