Grouping interactions into transactions

You can configure transactions that can be tracked using Reporting.

A transaction is a series of steps that start and end at specific interactions, either in the current chatbot or in a chatbot linked by a Go To Bot action.

  • A transaction starts when the user reaches a specific interaction on any of your channels (not on Live Preview).
  • It completes when the user reaches the interaction designated as the end of the transaction. Typically this is a message.

A transaction is counted as Incomplete if the session ends before the user reaches the end transaction. If the interaction is a question, the transaction is considered complete if the user reaches the interaction but does not answer the question.

To define a transaction:

  1. Go to the interaction that is the start of the transaction.

    Multiple transaction types cannot start at the same interaction.

  2. Open the Advanced section and enter a tag in the Transaction Tag field for tracking the transaction.

    You can only enter one transaction tag in the field. Choose a tag name that will work when viewed on the report.

  3. Go to the message interaction that is the end of the transaction. This could be in a different chatbot as long as the chatbot is linked by a Go To Bot action.
  4. Open the Advanced section and enter the same transaction tag. Select the Transaction End box.
Note: You can add the same transaction tag to more than one chatbot if there are multiple ways of performing the same transaction. The report will then combine the count for these transactions.
Note: Take care when working with transactions not to start a transaction without ending it, or to end a transaction without starting it. These situations will cause the following behavior in chatbot reporting:
  • If a transaction has a start but no end, the transaction is counted as unsuccessful.
  • If a transaction has an end without a start, the transaction is ignored.