Term name

Chats deflected

Purpose

Track the number of times your chatbot flow fully resolves a chat visitor’s inquiry. This helps you understand how much your chat conversation volume is reduced because of your chatbot, and can guide staffing decisions for your Front Chat channel.

Definition

Count of chatbot conversations successfully ended and archived by your chatbot. 

Location & attribution

Chatbots report

• Chatbot Performance table

FAQ

• This metric includes conversations where a visitor reaches any "End of path" step with the "Archive and end chat" option enabled.