Comm100’s Live Chat Conversion feature links live chat data with your onsite data, allowing you to view the details of chats which drive your customers to convert. This allows you to assess what types of chats are most useful in encouraging visitors to convert, as well as exactly how much live chat contributes to the actions that sustain your business.

To use the Conversions feature, you need to create conversion actions first, then you can view the conversion report.

Creating a Conversion Action

To set up the conversion feature, follow these steps:

1. Log in to the Comm100 Control Panel.
2. In the left navigation bar, go to the Live Chat tab.
   
3. In the Settings drop-down menu, go to Conversions and click New Conversion Action.
   
4. On the New Conversion Action page, define a Name for the conversion action and turn on the Enable toggle key. 
5. Set up the conversion actions by choosing from URL, Custom variable, and API:
   • URL: When visitors arrive at a webpage, such as a download or payment successful page.
   • Custom Variable: When a custom variable reaches a value. For example, if you have a custom variable that defines the paying status of your visitors, you can create a conversion action when the custom variable is paying completed.
   • API: You can also transmit conversion data to your Comm100 Live Chat account through our API.

6. (Optional) Assign a value to the conversion action. For each conversion action, you can assign a fixed value or get the value from a custom variable. The value of the conversion action will appear in the conversion report.

   Note: If you do not assign a value to the action, the Value metric will be 0 in the conversion report.

7. (Optional) Expand the Advanced drop-down menu to configure more settings.

   
   

   • Select whether the First Chat or the Last Chat should be associated with the conversion. 
   • Define the conditions for the chat to be associated.
   • Add additional information to the chat, such as visitor Geographic info, Behavioral info, Pre-chat info, Custom Variable info, and more.
8. Click Save. The conversion action is created successfully.

Checking the Conversion Report

The Conversion Report shows all achieved Conversions, Converted Visitors, Converted Chatted Visitors, conversion Value, and your live chat conversion rate. The report allows you to filter by departments, by agent, by conversion action, and conversion list. 

The report includes the following metrics:

• Conversions: The total number of conversion actions which occurred on your site. Every conversion that happens after an interaction will be counted.

• Chats: The total number of chats which occurred on your site.

• Chatted Visitors: The number of visitors who chatted with your agents.

• Converted Visitors: The number of visitors who qualified under the defined conversion actions.

• Converted Chatted Visitors: The number of visitors who qualified under the defined conversion actions and also chatted with agents.

• Conv. Rate of Chatted Visitors: Calculated by Converted Chatted Visitors/Chatted Visitors.

• Value: The sum of the value of each conversion. The value of a conversion action is defined when you create the conversion action.