Support ops: capture chatbot fallback events for analytics
Support ops: capture chatbot fallback events for analytics
Support ops miss chatbot fallback signals in chat logs, causing unresolved chats and missed escalations. It logs fallback events to analytics and flags priority chats so agents can triage follow-up.
Overview
Unlogged chatbot fallbacks create blind spots that let escalations slip through and frustrate customers. This workflow captures every fallback event, pushes analytics-ready data to your metrics platform, and surfaces priority conversations for agents—giving support leaders real-time visibility and dramatically fewer missed follow-ups.
Notable Features
- Capture fallback events from chat
- Send analytics-ready event payloads
- Flag priority conversations for review