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Chat Analytics cover
Chat Analytics cover
Use this section to track, evaluate, and act on your Pearl’s performance. Define what success looks like, apply custom tags to key conversation moments, and set up notifications to stay on top of important conversations.
Other charts in your Chat Analytics dashboard are tracked automatically and don’t depend on this setup step.

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Define the Success of Your Pearl

Specify what constitutes a successful conversation for your Pearl, such as booking a meeting, confirming interest, or qualifying a lead. This success definition will be reflected in your campaign analytics and lead statuses, helping you sort and follow up efficiently. The success criteria is free text, up to 200 characters.
Define the success of your Pearl
In your Chat Analytics dashboard, without a success definition, conversations are counted as Completed. Once defined, they split into Successful (green) and Unsuccessful (pink), and the Success Rate chart tracks the percentage of conversations that met your criteria over time (empty until success is defined).

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Indicator Tags

Use Indicator Tags to label and categorize key moments in a conversation. They help you structure your data, identify important insights, and filter your leads with precision.
Indicator Tags
You can create up to 10 tags. Each tag includes:
  • Name: A clear label, required (max 25 characters), e.g. "Interested", "Mentioned Competitor".
  • Color: Used for visual sorting. Each tag must use a unique color, a color already assigned to another tag can’t be reused.
  • Assignment rule (When to assign): A short description of when the tag should be applied, required (max 300 characters).
Tags are assigned automatically during the conversation, based on the conditions you define.

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Example

You’re asking leads what they usually drink in the morning. You might define:
  • Tag: Coffee
    • Color: Brown
    • When to assign: If the lead mentions drinking coffee
  • Tag: Tea
    • Color: Green
    • When to assign: If the lead mentions drinking tea
These tags will then appear in your lead data and conversation logs, making it easy to segment and analyze responses.
Indicator Tags are not just for display. They’re functional. You can filter campaigns by tag, trigger notifications, or use them to define success in analytics.

In your Chat Analytics dashboard, they feed the Tags chart, showing each tag’s name, its chosen color, and how many conversations it was applied to.