In the Raw Interactions report, we’d like to see a column that shows the initial content or message that triggered the Conversation ID.
Right now, we can see multiple user interactions under the same Conversation ID, including when users say “No, I need help.” However, we can’t see what started the conversation, which makes it impossible to analyze the root cause of user frustration or failed resolution.
Without visibility into the first message or trigger per conversation, we’re unable to connect user feedback with the specific entry point, and therefore can’t take meaningful action.
If we understand what triggered the user to click “No, I need help,” we can trace it back to the original content—allowing us to improve the related articles, documents, or knowledge base entries that may be falling short.