Engagement Report: Report on your chat widget

The Nutshell Engagement report gives you important insight into how visitors are interacting with your chat widget. Visualize how website visitors engage with the chat widget and where they’re getting stuck along the funnel, so you can optimize your chat widget strategy for greater engagement.

With this report, see the numbers of total unique website visitors, chat opens, chat actions completed, leads created from chat, and sales won. You can also view counts of specific chat actions completed such as chats, bookings, calls, quotes, etc.

The Engagement report can be found under the “Other” section of the Nutshell reports tab.

The Engagement conversion funnel is a visual breakdown of how visitors are interacting with your chat widget, starting with website visits then moving to chat widget opens, actions within the widget, leads generated, and finally sales made.

Each metric of the report contains a numeric value. As you move down the report, the green arrows give percentage values to show how many users moved to the next stage.

The Visitors section shows the number of unique first-time visitors who visited the website where the Chat widget is embedded during the selected time period. For example: If someone visits 5 pages, they’re only counted once.

The Opens section shows the number of unique people who opened the chat widget. Even if they open it more than once, they’ll only be counted once. Example: A visitor has opened the chat widget by clicking on the nudge or ‘Call’ on the Engagement Bar.

The Actions section shows the number of people who complete an action from the chat widget (e.g. chat, call, email, or quote). Each action will count as 1. Example: A visitor submits a quote form through the Engagement Bar.

Since many different actions can be completed via the Engagement Bar, the counts for each specific action can be viewed in this section.

The Leads section shows the number of people who became leads after engaging with the chat widget. Example: Filling out a quote form that automatically turns a visitor into a lead and adds them to your pipeline.

Clicking the gray Leads rectangle will open the lead page filtered to those specific leads.

The Sales section shows the number of leads captured through your chat widget who successfully became customers. Example: Leads who accept a proposal after sending a quote request through the chat widget.

Similar to the Leads section, clicking the Sales rectangle will open the lead page filtered to leads that resulted in those sales.

For a quick walkthrough of the stages within the Engagement funnel report, consider viewing the slideshow on the right side of the page.

For a quick reminder about each metric within the report, click the information icon next to the title. A tooltip will expand to describe how each metric is calculated.

Want to diver deeper into each stage of the Engagement conversion funnel?

Each of the stages in the conversion report has a corresponding graph below that takes you further into the data.

These graphs can be segmented by different date values and provide useful insight into when each stage had the biggest impact.

Similarly, below each graph, you can see quick metrics such as totals and averages for each stage.

The Views and visitors per day graph breaks down website visitors and separates those who viewed the chat widget, giving you insight into its reach and impact on your site.

The Widget opens by day graph displays all opens each day during your selected timeframe.

Look at the Completed actions by day graph to see which actions occur most frequently.

The Engagement leads by day graph uncovers the number of leads generated from your chat widget each day.

Finally, the Engagement sales by day graph breaks down all the sales you’ve had that came through the Engagement conversion funnel during the selected time period.

Select a date range to see engagement stats in that range. All numbers and charts will update accordingly to reflect the selected date range.

To customize how the charts are segmented, each chart also has a selector for day, week, or month.