When you start deflecting calls to the Messenger, you’ll want to see some stats to know how well it’s working, such as how many switched and how many started a conversation.
Monitoring conversations
View your Switch usage in detail by going to Settings > Switch > Monitor:
Switched means the end user decided to switch from the phone call.
Messenger Opened means the end user clicked the link in the SMS to open the Messenger.
Conversation Started means the end user sent a message in the Messenger.
Note: If you click on “2 conversations started” you’ll see a list with those conversations as shown below:
Next to each switched call, you’ll be able to see if a conversation started.
Click on the conversation button to see a list of all conversations that started via Switch. The selected conversation will open first.
Reporting
Teammates can report on Switched conversations by filtering or breaking down by channel > Phone Switch. This is accessible in all Customer Support reports, CSV exports and Custom reports.
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