Feature Request: Analytics for Proactive (“Pushed”) Bot Communications
Overview
Currently, the platform’s analytics focus on user-initiated interactions with our Moveworks bot. However, as customer bots evolve to be more proactive—sending notifications and updates without direct user prompts—we lack visibility into the reach and effectiveness of these communications.
To better understand the impact of bot-initiated messages, we propose the addition of analytics for proactive communications. This would provide insights into what types of messages are being sent, how frequently, and how users are engaging with them.
Proposal: Implement Analytics for Bot-Initiated Messaging
We request a new analytics capability to track and analyze any communication that originates from the bot, including but not limited to:
• System-generated notifications (e.g., password reset alerts)
• Employee communications tool messages
• Creator Studio-initiated messages
• Concierge or plugin-based notifications (e.g., ITSM status updates, comments)
• External integration notifications (e.g., ITSM approval workflows)
Key Metrics & Capabilities Requested:
1. Message Volume Tracking – How many bot-initiated messages are being sent over time?
2. Message Source Breakdown – Categorization by system, integration, or trigger type.
3. Recipient Insights – Who is receiving these messages? Are certain groups more (or less) engaged than others?
4. Engagement Metrics – How do users interact with bot-initiated messages? (e.g., click rates, dismissals, response rates)
5. Impact Measurement – Correlation between notifications and user actions (e.g., did a status change notification lead to a follow-up inquiry?).
Benefits:
• Visibility – Understand the scale and scope of bot-initiated communications.
• Optimization – Identify which messages are effective and refine strategies accordingly.
• User Experience Improvement – Reduce notification fatigue by analyzing engagement trends.
• Data-Driven Decision Making – Leverage insights to enhance proactive support efforts.
By implementing analytics for proactive bot messaging, we can ensure that these communications are both meaningful and effective, ultimately improving the best possible user experience and the value of the Moveworks bot.