Frequently Asked Questions

What is a user?

A user is anyone who has interacted with your bot.

What is a session?

A session is an engagement with a five minute trailing window. If the bot or user responds to the previous message within five minutes, it is considered to be the same session.

How is sentiment calculated?

Sentiment is a -5 to 5 scale: with positive numbers indicating positive sentiment, negative numbers indicating negative sentiment, and zero indicating neutral sentiment. Words, messages, and transcripts are scored. Transcript reports show the average sentiment for each session. The Sentiment report shows the average daily sentiment for your bot across all sessions.

Why do I need to provide my Facebook API Key?

Your Facebook key is needed to access user demographic profile info and to enable Live Person Takeover and Broadcast messages. You don’t need to provide your key if you don’t want those reports and features. You will be able to use all other standard features without the key.

What are Market Metrics?

The Market Metrics reports show how your bot compares with other bots on a given platform. This is calculated monthly based on the average number of users and the average number of messages.

When will I see my data in the primary dashboard?

Your data should be available in the Live reports immediately. Other reports are calculated on an hourly, daily, or monthly basis, and you should begin to see your data in those reports accordingly.

I would like to change the email address for my account.

Email [email protected] from the current email address to verify which bot you’d like to change the email address for and the new email address you’d like to assign to it.

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