Reports and the client's dashboard

Once a month each client gets an e-mail from you with last month's results and a link to their dashboard. The dashboard is one page the client keeps: it shows their agent over any period they choose, and the e-mail's link opens it on last month. 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 dashboard on that month, the same dashboard to choose a period of their own, 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 dashboard shows, in the client's language, over the days chosen:

• 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 period 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
• the Conversations of the period, if you allow that: the newest 25 on the page, up to 500 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 when the period is one whole month that has ended, such as the one the e-mail links to, and not over any other days, which they were not written for.

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

Choosing a period#

Above the figures, From and To pick the days, as on your own Overview, and Show applies them. The dashboard opens on the last 30 days. The address carries the period, so a client can bookmark the one they care about, and the link in a report e-mail opens on the month that e-mail is about.

A client can go back as far as the first day of the month you took them on, up to today, and never more than 365 days at a time. The days are UTC, so that a client in one country and you in another read the same figures. A period that only reaches too far is cut to what the client may read. A pair that makes no sense, with the end before the start or both dates before the month you took them on, opens the usual last 30 days instead. Neither is an error page.

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 goes too, because each line in it 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 dashboard has the button Download the transcripts: a PDF with the conversations of the period shown, 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.