When you start deflecting calls to the Messenger, you’ll want to see some stats to know how well it’s working, such as how many switched and how many started a conversation.
Monitoring conversations
View your Switch usage in detail by going to Settings > Channels > Switch > Monitor.
Switched means the end user decided to switch from the phone call.
Conversation Started means the end user sent a message in the Messenger.
If you click on “2 conversations started” you’ll see a list with those conversations as shown below:
Next to each switched call, you’ll be able to see if a conversation started.
Click on the conversation button to see a list of all conversations that started via Switch. The selected conversation will open first.
Reporting
Teammates can report on Switched conversations by filtering or breaking down by Channel > Phone switch. This is accessible in all Customer Support reports, CSV exports and custom reports.
