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Conversations

branchly provides comprehensive analytics to help you understand user interactions with our User Interfaces.

About Sessions​

A session is created once a branchly user interface is loaded by the end user (i.e. when the script is executed). The session_ids are generated on the client-side and we do not capture any user information using cookies etc. Once a user interacts with one of the branchly interfaces, then this session becomes an Active Session. So if a user searches, uses the navigation, asks a question or submits a form, this will count as an Active Session. A session lasts as long as the user has the browser window open. As user can interact multiple times and using different modalities (interaction types) during a session. In this case, the session still only counts as one Active Session.

Conversations​

The Conversations tab in the dashboard provides a complete, searchable log of all user sessions and AI responses to audit system behavior, track errors, and review user inquiries.

Search and Filters​

You can search within message contents and apply multiple filters to locate specific interactions:

  • Search conversations: Find specific terms or questions queried by users.
  • User Interface: Filter by the interface type (Navigator, Chat, Chat Widget, Search, Voice).
  • Interactions: Filter by interaction events:
    • 🧭 Navigation: User clicks on non-entry nodes in the Navigator.
    • 🔍 Search: User inputs a query in the search bar.
    • 💬 Chat: User exchanges conversational messages with the AI.
    • 📝 Form Submission: User submits form fields.
    • 🔊 Voice: User submits voice input via a voice partner integration.
    • 🔗 Link Clicks: Clicks on links within the chat/search interfaces or elements tracked via custom tracking rules.
  • Answer Type: Filter by the AI classification of the response (e.g. Complete, No Knowledge, Out of Scope, Small Talk, Follow-Up Question).
  • AI Actions: Filter by the execution of specific tools (e.g., search_knowledge_base, form).
  • Time Range: Filter logs by custom date and time periods.

Selected Conversation Details​

Selecting a conversation opens a detailed view card with:

  • Session ID: The unique tracking ID of the user session.
  • Link Clicks: Any link clicks that occurred during the session.
  • Sentiment: An automated classification of the user's emotional tone (Positive, Neutral, or Negative).
  • Full Transcript: A complete log of messages, including timestamps for each message.
  • AI Action Executions: Displays which AI actions were invoked including its results during the session (e.g., search_knowledge_base, form).
  • Answer Resolution Status: Shows final answer classification status (e.g. Complete).
  • Cited Sources: View the exact knowledge base sources, references, and URLs the AI agent used to generate its answers.
  • Report Session/Answer: Report a specific session or individual chat answer for troubleshooting, performance auditing, or optimization.
  • Request Information: Clicking the info button next to a message opens a detailed request metadata panel:
    • URL: The specific page URL where the request was made.
    • Locale: The request's language and region locale (e.g. 🇩🇪).
    • Suggested Question: Whether the request was initiated by clicking a suggested question pill (Yes/No).

Analytics​

Analytics are delivered via Insights in the branchly dashboard.

Dimensions​

  • locale: The language and region of the navigator.
  • navigator_id: Identifier for the navigator instance.
  • date: The date of interaction in ISO format.

Measures​

  • Total Sessions: Count of unique session IDs, generated client-side without cookies.

  • Sessions with Interaction: Number of sessions with user engagement, including:

    • Node selection via navigation.
    • Search query submissions.
    • Chat message initiation.

    Note: The total may exceed individual interaction counts due to multiple types of engagement within a single session.

  • Navigation Sessions: Sessions where navigation was utilized.

  • Search Sessions: Sessions involving semantic instant search.

  • Chat Sessions: Sessions with chat interaction.

  • Successful Sessions: Sessions that reached a contact node or the final node in the knowledge base.

  • Sessions without Contact: Sessions that had no contact node interaction despite availability.

Metrics and Ratios​

  1. Interaction Rate: Percentage of sessions with user interaction.
  2. Success Rate: Percentage of sessions that achieved a predefined success condition.

Views​

  • Sessions: Overview of session counts, types of interactions, search queries, and contact channel usage.
  • Chat Overview: Data on conversations and most referenced nodes for answer formulation.