The monthly report

Once a month each client gets an e-mail from you with last month's results and a link to the full report. It carries your name and the agent's branding, and nothing of ours if you use your own domain.

When it is sent#

Reports go out in the morning (07:00 UTC) on the day you set under Send on day, and cover the previous calendar month. With day 1, the report about March is sent on 1 April.

• The day means "on or after". If sending fails, it is tried again the next morning, and the next, until it has gone out once. A client never gets the same month twice.
• A client you took on this month gets their first report next month, about this month.
• Send now on the Clients screen sends last month's report at once, and counts as that month's report.

What is in it#

The e-mail holds your opening line (or a standard sentence if you wrote none), your note if you added one, the questions the agent was least certain about when the conversations are shown, your sign-off, and three links: the report for that month, the client's always-current dashboard, and a link to stop the e-mails. Beside the month's conversations and questions it gives how often the chat's button opened it and how many leads came in, in a month in which the button opened it at all.

The report page shows, in the client's language:

• four figures: Conversations, Questions, Average certainty and Rated helpful
• a chart of activity per day
• The chat on the site: how often visitors opened the chat with its button, the conversations and leads it brought, how many started from the greeting or the second message, and the 10 pages the most conversations started on. It is left out for a month in which nobody opened the chat with its button
• Most asked: up to eight questions that came up more than once, if you show the conversations
• Where the answers were weakest: up to eight, the same list you see in Overview, if you show the conversations
• the Conversations of the month, if you allow that: the latest 25 on the page, all of them in the download

The page wears the agent's brand name, colour and logo. It never mentions ChatterLab. Your opening line and sign-off appear on reports of completed months, not on the running month's dashboard.

Note. A report is worked out afresh each time it is opened, from the conversations as they are. It is a view, not a frozen document.

Showing conversations or not#

Show the conversations decides whether the client can read what visitors wrote. Switched off, the report shows the figures and the chart only. Most asked and Where the answers were weakest go too, because each line in them is a visitor's question. The e-mail leaves out the uncertain questions, and the download is not offered. Consider switching it off where visitors may share personal matters that your client has no need to read.

It governs the report and nothing else. An API key you give the client that may read, tied to their agent, reads the conversations and the questions whatever this says. Give such a client a key that may only chat.

The download#

With conversations shown, the report page has the button Download the transcripts: a PDF with the month's conversations, up to 500. It is a download and never an attachment, so conversations do not end up sitting in mailboxes.

Adding a personal note#

With Show me before the client on, a report does not go to the client straight away. Instead you get an e-mail that it is ready. On the Clients screen you can then see what the client will get, write a note of up to 1,200 characters, and press Send to client:

"March was busy: twice as many questions as February, mostly about the new collection. I have added the size charts as a source, because that is where the agent still fell short."

Such a note is the difference between a report and a relationship. It appears in the e-mail right under your opening line.

If you do nothing, the report goes out by itself after 3 days, without a note. The Clients screen shows the date. An empty note is allowed too, if you only wanted a look first. The e-mail telling you a report is waiting goes to your reply address, in your own language.

Stopping the e-mails#

Every report e-mail has a link to stop them, as the law requires. The link asks once more before it stops them; a mail program's own unsubscribe button, such as Gmail's, stops them in one click. A client who uses either gets no more e-mails, and on your Clients screen that client shows Reports paused. Their link and earlier reports keep working.

If reports do not arrive#

• Look at the state on the Clients screen. Last attempt failed means it is tried again the next morning.
• Ask the client to check their spam folder. Sending from your own domain improves delivery considerably.
• Check that Send the monthly report is on and the contact address is right.