Report on where users drop off in the chat journey
released
Taylor Jennings
There's no way to see where visitors abandon the chat flow. Admins can see how many chats start and how many result in a meeting, but have no visibility into which steps in the journey see the most drop-off.
Requested behavior: Provide reporting on drop-off points within the chat journey, showing at which step visitors are abandoning, for example after the first message, before qualifying questions, or at the scheduling step.
Why it matters: Conversion optimization in chat requires knowing where buyers are falling off. Without step-level drop-off data, improving chat performance is guesswork.
Taylor Jennings
marked this post as
released
Chat Analytics has a new Visitor Flow view: a Sankey chart that shows how visitors actually move through your chat journeys, step by step, and exactly where they drop off.
What you can now see
• The full path in one view: Chat Initiated → Engaged → AI Strategy → Outcome (Live Chat, Booked Meeting, or drop-off)
• The volume on every flow, so you can see which paths convert and which leak
• Click any node for a breakdown by journey and source
• Filter by journey and by date range (up to 3 months)
• Jump straight into the underlying sessions with Open Logs
Where to find it
Chat Analytics → Overview → Visitor Flow tab.