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Chat Goals

By setting a chat goal, you can track progress and evaluate whether the assignee has successfully achieved the established goal.

How to set chat goals

  1. Go to [Operation] - [Chat Goals] - click [+Add goal].

  2. After setting the period and event you want to track and click [Save].

    • Set the time period

      • The goal achievement is evaluated based on events that occur within the predetermined timeframe, which starts from the manager's initial reply to the customer's message.

      • You have the option to select a time frame of 1, 3, 7, 15, or 30 days. Events that happen outside of the selected time frame will be regarded as unachieved goals.

    • Select the event you want to achieve

      • Select the customer action you want to set as a goal after the chat is over.

Review the chat goal in Inbox

You can check the chat goal status of each user chat on the right side panel of the inbox.

  • None: The chat goal has not yet been set.

  • In process: The manager hasn't sent the first reply to the customer's message yet.

  • Missed goal: The set chat goal was not achieved.

  • Achieved: The chat goal was achieved within the set time period.

Once the chat goal is achieved, the status will be updated to [achieved] status.

If a previously closed consultation is reopened and the manager addresses a new inquiry, and the goal has altered, the evaluation commences with the updated goal. Once achieved, the achievement time and the new goal are updated and displayed.

Analyzing Chat goal results

  • You can check the goal achievement rate for each member.

    • Goal achievement rate calculation formula: Number of user chats that achieved goals / Number of chats that ended

  • You can check the status of goal achievement by date in real-time. (Will be added on June’s product update)


If the chat goal is changed in the middle, which goal will be tracked?

The chat goal will be evaluated at the time of the manager's first response to the customer's message. If the chat is resumed with a new inquiry, it will be reassessed with the updated chat goal.

How do I track goals when a closed chat is reopened?

  • When a closed chat’s goal status was [Achieved] and the chat is reopened:

    • If the goal setting hasn’t been changed - Since the goal has already been achieved, the chat goal is displayed as achieved.

    • If the goal setting has been changed - A new inquiry from the customer will be assessed against the goal set at the time the manager responds.

  • If the chat goal is not achieved and the chat is reopened, the goal will be assessed again from the time the manager responds to the customer inquiry.

I don't see the Chat Goals field in my Inbox.

You must subscribe to the operation add-on for the chat goal function to be applied. You can set a goal, but it will not be tracked unless you subscribe to the operation add-on.