Chat Engagement in AppExchange Marketplace Analytics

See how customers interact with your AppExchange Chat experiences. For example, see how many conversations your sales reps hosted during the previous week.

AppExchange Chat is required to view chat data in Marketplace Analytics. Learn about AppExchange Chat in the Salesforce Partner Community.

Note

The Chat Engagement visualization with highlights around the Activity dropdown and a chart segment

To change activities, adjust the local filter (1). To see exact values, hover over a chart segment (2).

If the visualization doesn’t display data, first verify that AppExchange Chat is enabled on your listing. Then, filter by different metrics, or change the time period.

Tip

Definitions

Here’s how we define the metrics that appear in this visualization.

Metric	Description
Chat Leads Created	Unique leads passed from AppExchange Chat to your CRM implementation, such as Salesforce or Account Engagement. A single chat lead can be associated with multiple chat lead events. For example, if a customer chats with your reps several times across multiple listing visits, we record a lead event for each interaction. However, we pass only one chat lead to your CRM. This behavior prevents unwanted duplication of lead records in your CRM.
Chat Lead Event	Lead events on your listing from AppExchange Chat activity, such as human or chatbot conversations.
Chatbot Conversation	Conversations between a customer and a chatbot experience that you configure.
Human Conversation	Real-time conversations between a customer and a rep at your company.
Meetings Booked	Meetings booked with a customer during a live chat or chatbot conversation.

ISVforce Guide

Chat Engagement in AppExchange Marketplace Analytics

Definitions