Board path
Live Commerce > Chat First
Why use this board
Use this board to review chat-first live commerce flows; measure engagement and conversion from messaging-led shopping journeys.
Board controls
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Data source: Select a value from the toolbar.
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Date range: Defaults to the last 30 days. The board subtitle shows the active range when available.
Metrics on this board
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Unique users — Unique chat users
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Total attributed revenue — Total attributed revenue
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Total orders — Total orders
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Average order value — Average order value
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Conversion rate — Conversion rate
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CSAT Score — CSAT
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Unique accepted users — Unique accepted users percentage
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Unique valuable users — Unique valuable users percentage
Widgets
Unique chat users
What it measures: The number of unique users who started a chat only interaction with an advisor that was accepted, declined, or missed within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Unique users
Visualization: Value
Total attributed revenue
What it measures: The total amount of revenue generated from orders attributed to chat only interactions within the selected date range, this metric includes external orders made within a designated time window following an interaction (e.g. within 30 days or as configured). Shown as a KPI with period-over-period change — use it to see whether the metric is rising or falling.
Metrics: Total attributed revenue
Visualization: Value with change
Total orders
What it measures: The total number of 1:1 sales attributed to chat only interactions within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Total orders
Visualization: Value
Average order value
What it measures: An overview of the average amount spent by users per transaction attributed to chat only interactions, average order value is calcualted by divding total revenue over the selected date range by the total number of orders. This metric includes external sales made within a designated time window following an interaction (e.g. within 30 days or as configured). Shown as a KPI with period-over-period change — use it to see whether the metric is rising or falling.
Metrics: Average order value
Visualization: Value with change
Conversion rate
What it measures: Conversion rate is calculated by dividing the total number of orders attributed to chat only interactions by their total number of unique interactions lasting 60 seconds or longer, this metric includes external orders made within a designated time window following an interaction. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Conversion rate
Visualization: Value
CSAT
What it measures: The average of all csats (customer satisfaction scores) received via surveys submitted following a chat interaction within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: CSAT Score
Visualization: Value
Unique accepted users percentage
What it measures: The percentage of unique users who interacted with an advisor on chat only interactions within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Unique accepted users
Visualization: Value
Unique valuable users percentage
What it measures: The percentage of unique users who interacted with an advisor for at least 60 seconds on chat only interactions within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Unique valuable users
Visualization: Value