Selecting analytics tools

To define the analytics tool(s) to use, in Designer, click Config and then go to the Analytics tab.

Important: Consider whether it is appropriate to enable analytics where the captured data could include unencrypted, personally identifiable information. Enabling analytics whether Converse Analytics or any of the other third-party analytics tools will capture any data entered by customers during the conversation. Analytics will never capture data entered on the account-linked web page.

Converse Analytics

Captures all the messages sent between users and the bot.
Note: In captured data, encrypted answers remain encrypted. The data will exclude anything entered by users on the account-linked web page. It also excludes any data retrieved using API calls to a third-party system unless values from that data are used in messages sent by the bot. Analytics data is stored on the Converse cloud.
Enabled Select the checkbox to enable analytics through EngageOne Converse. A summary of the results will be displayed on the Converse Dashboard, with detailed results in the other Analytics reports. You can:
  • View the transcript of conversations on the Conversations page. Encrypted answers remain encrypted.
  • Use the Tracked Questions page to report on answers defined as tracked answers.
  • Use the Tracked Messages page to analyze button clicks. Optional.
  • Monitor responses that are not covered by your interactions or intentions on the Responses Not Accounted For page.
  • Monitor questions designed to get feedback from users using the Satisfaction panel on the Dashboard page. Optional.

App2Check

Captures data that is sent in real time to your App2Check account. Encrypted answers remain encrypted. No data is stored by Converse.

Enabled Select the checkbox to enable analytics through integration with App2Check.
Api Key Paste in the API key that you received from App2Check.
Language Header Specifies the language (x-lang header) that will be used when communicating with your App2Check account. Defaults to en.

Dashbot

Captures data that is sent in real time to your Dashbot account.

Enabled Select the checkbox to enable analytics through integration with Dashbot.
Facebook Messenger: API key For integrations with Facebook Messenger, paste in the API key from your Dashbot account.
Web client: API key For integrations with the EngageOne Converse Web Client, paste in the API key from your Dashbot account.
Amazon Alexa: API key For integrations with Amazon Alexa, paste in the API key from your Dashbot account.
Callback URL In order for a Dashbot operator to take over a conversation that is in progress, they need to pause the bot so that it does not respond to any further messages sent by the user. In Dashbot, this is the Pause URL field. Paste the URL shown here in the Callback URL field into Dashbot's Pause URL field. This will then allow an operator in Dashbot to send messages to the user as if they are being sent from the bot.
Note: This callback URL applies to Dashbot and Facebook Messenger integrations only.