Definition of an Alcmeon Conversation
First, let's take a simple chat example that will allow us to define the most important concepts for Alcmeon Analytics, in particular the notion of “Conversation”.
"C" is your customer
“B” is your Alcmeon Bot
"H" is a human, one of your advisors
What is a Message?
In our chat example, we find 7 messages, which are content sent by the client.
Definition of a Message
A Message is a piece of content sent by a customer to your brand. A Message can be text, an image, a video, a file, etc.
Please note that when a customer clicks a button in a bot scenario, they are sending a Message. However, when they send a “reaction,” such as a “like,” it is not considered a Message.
What is a Response?
A “Reply” is content sent by your brand on a platform like Facebook, Messenger, Twitter, etc.
You can see the responses on a green background in the illustration above. So there are 5 of them in this example. Two of them were sent by a bot and the next three by one or more human advisors.
Definition of a Response
Message sent by a bot or advisor to a customer, in response to one of their messages.
Special case: welcome message from a bot
If the first message in the conversation is sent by a bot before any message from the customer, it is not considered a reply. This is the case on WhatsApp, Messenger, Instagram Direct, and Twitter Direct Messages, where your bots automatically display a welcome message and/or a main menu as soon as the chat window opens, without customer intervention.
What is a Conversation?
“Conversation” is a very important concept, used throughout Alcmeon. It has implications in the Analytics module, of course, but also in other aspects of Alcmeon, such as Triage Rules, Bot behavior, and satisfaction survey configuration.
To define a Conversation, look at the time between each customer message in the illustration above.
The first gap of more than 4 days (or 96 hours) occurs between Tuesday the 3rd at 7:30 PM and Sunday the 8th at 12:40 PM. Due to this gap, Alcméon automatically closes the conversation and starts a new one.
Please note that we only consider the intervals between customer messages. Your replies are therefore not included in this calculation. They are part of the conversation, but are never included in the calculation of intervals longer than 4 days.
Please also note that a conversation automatically gets the status "closed" based on the rule set above.
Definition of a Conversation
All messages from the same customer on the same channel, all spaced less than 96 hours apart, and accompanied by any responses from the brand to these messages.
Note: A Conversation may not contain any replies.
The value of 96h (4 days) can be configured in Alcmeon for rare special cases: please contact our Support team if necessary.
Special case: conversation without response
A customer sends you a message on a public channel, such as a comment on your Facebook wall. If you choose not to reply to this comment and the customer doesn't send a message for 4 days, this unanswered message is considered a conversation. This is a very common case: think of users who participate in your contests, for example.