Feature Request: Analytics for Proactive (“Pushed”) Bot Communications

Thanks ​@Jared for such a detailed proposal!
Although we do not have a separate dash for proactive communications, we do plan to cover parts of it in separate dashboards. 

 

• System-generated notifications : We are covering this in upcoming aggregated report called “Access account insights” where you can see all password reset, account unlock related notifications that are sent and corresponding number of times users engaged on them
 

• Employee communications tool messages: This can be seen the Ecomms tool, for each campaign we have metrics like Number of messages delivered, user engagements and link clicks. 
 

• Creator Studio-initiated messages : This will be available in our upcoming dashboard for CREST analytics.
 

• External integration notifications (e.g., ITSM approval workflows) : This is going to be part of an upcoming aggregated report called “Approvals insights”, where we show the total number of times approvals are requested and corresponding times when users responded to them across all approval types. 

These changes are planned to be delivered in the coming month.

We are not planning to include them in our raw interactions table since the volume of such messages are huge and might cloud the real user interaction insights.

That being said, we do plan to have a ‘Notification’ entity in the upcoming versions of Data API (after beta2), where all the metrics you mentioned can be easily calculated. 

Once again, thanks for a very detailed feedbacks, always great to hear from customers!

Thank you, ​@yash.

Could you clarify if the upcoming Data API tool will include all data points tracked across the platform, including those available in other dashboards (like the Analytics and EComms tool reports)? Will this data be accessible for our own aggregation via the Data API tool (after it’s pulled into our own systems)?

I got a note from Moveworks Data & Analytics team today that even with Data API, the logs of the proactive interactions initiated by the Moveworks chatbot will not be available. If this is true, this is a significant and serious gap in Moveworks Analytics. I emphasize this because several C-suite executives have reported lately that they are not getting notified by the Moveworks chatbot on time-sensitive approvals (such as SAP Ariba, Concur). My support team is not able to investigate these missed notifications because there are no logs available; they will not be available in the future as well even if Data API becomes available. How are the support teams at each client supposed to address these recurring issues?!

This is curious ​@Satheesh.Kumar . Based on the systems you mention here (SAP, Ariba, Concur) are those not custom Creator Studio plugins connecting your bot to those systems? I only ask because if they are then I think those logs would be in the Creator Studio Logs. If those are native integrations then I guess not. 

​@vpawar as the Data API tool expands, is there any intention to provide access to more data elements? I would assume (hope!) that at some point we would have access to any data the bot has. 

Hello ​@Jared , 

The Data API allows us to expose more entities through different REST endpoints. Currently, the scope covers the details only related to AI Assistant analytics but in the future can be expanded to other base objects. 

Good to hear. We look forward to actively using the Data API tool and seeing further developments! Thanks to you and your team for your support thus far. 

​@yash the EE Comms tool doesn’t go far enough. Often a “campaign” can include multiple comms across a longer period of time. There’s no way to view the overall campaign analytics from Moveworks for several campaigns or create a category that groups together individual campaigns. 

We’d also like to see additional information on the dashboard page like

What’s scheduled to send today

Overall analytics and engagement based on period of time (7-30-90-180 day)

and these items as well: Email Communications Campaign Dashboard Enhancements | Community

This is a fantastic proposal that addresses a key gap in understanding proactive bot communications. Analytics for bot-initiated messages would provide critical insights like message volume, engagement trends, and impact measurement, enabling us to optimize notifications and improve user experience.

By refining communication strategies and reducing notification fatigue, this feature would ensure proactive messages deliver real value.

Fully supporting this—upvoting for priority consideration!

I already upvoted but just ran into a situation where I’m trying to count the nudges we’re doing with password reset but I can’t find the messages in the interactions, I can only find the results which are potentially inaccurate.

Upvoted already but particularly cheering on development that addresses measuring approval message volume & engagement rates. We only have partial understanding of user behavior since we cannot see which users are receiving and not actioning and more fine-tuned details related to approval message volume/type.

Upvoting as we are exploring this avenue but this is a big limitation! We first ran into this same issue with Auto-scheduled Campaigns. ‘Campaigns’ make proactive messaging easy to create, but it gives limited options to extract the data when it's a recurring campaign. These don't show up on the raw data files Moveworks has either.