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Strathly
Analytics

Chatbot analytics: see what Ivy sells, order by order

Strathly links every Shopify order to the conversation that led to it, by one clear rule. Next to the sales: how many chats Ivy resolves, what shoppers ask and what she still needs to learn.

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  1. A Shopify order lands: Order #3585 arrives from Shopify and is linked to the conversation that led to it.
  2. It counts by one rule: Orders placed within 3 days of a conversation with Ivy.
  3. Open the chat behind it: Every order opens the conversation it came from, where Ivy answered the shopper's question.

What you see

The chatbot metrics behind every chat

Strathly's chatbot analytics has five tabs: Overview, Sales, Conversations, Quality and Team. Here is what they tell you.

Sales from conversations

Counted by one rule you can read

Orders placed within 3 days of a conversation with Ivy. The window runs from the start of the conversation to 3 days after its last message, so a shopper who thinks it over still counts, and one who comes back weeks later doesn't.
  • Matched by the chat's cart, the Shopify customer or the order's email
  • One order, one conversation: the most recent one wins
  • Cancelled orders come off the number
  • Every order opens the conversation behind it
  1. A window opens: The 3 days after a conversation with Ivy, from her last message.
  2. An order inside it counts: Monday's order lands within the 3 days: it adds to sales from conversations.
  3. An order after it doesn't: Wednesday's order comes later and stays out of the number.
Ivy and your team

How many chats Ivy closes on her own

Every conversation ends one way: resolved by Ivy, handed to your team, or left without an answer. You see the split, the reasons she handed off and the time it saved your team.
  • Resolved by Ivy, as a rate and day by day
  • Why she hands off, rule by rule
  • Time saved: about 3 minutes per chat she resolves
How handoff works
  1. How every chat ended: Resolved by Ivy, handed to your team, or left without an answer.
  2. Why she handed off: The rules and questions that sent conversations to your team.
  3. The time it saved: About 3 minutes for every conversation Ivy resolves on her own.
Topics and gaps

What shoppers ask, and what Ivy couldn't answer

Each conversation is filed under a topic, so you know where Ivy carries the load. The questions she had no answer for are grouped and counted, most asked first, with Teach Ivy one click away.
  • Sizing, shipping, returns and six more topics
  • Similar questions merged into one, with a count
  • Answers marked wrong by shoppers or teammates, ready to correct
How Ivy learns
  1. What shoppers ask about: Every conversation gets a topic, and you see how many of each Ivy resolved.
  2. What she couldn't answer: The questions Ivy had no answer for, grouped and counted.
  3. The next thing to teach: The most asked one is at the top, with Teach Ivy beside it.
When shoppers chat

See the hours your team is off and Ivy isn't

A heatmap of conversations by day and hour, with your business hours drawn on it. It shows how many chats arrive while your team is off, when Ivy answers alone.
  • Popular days and popular times
  • Your team's hours outlined on the grid
  • The languages shoppers write in

And more

Everything else in Analytics

Pick the last 7, 30 or 90 days and compare them with the period before.

  • Share of store sales

    What part of your store's revenue followed a conversation, and the average order next to the store's.

  • From conversation to order

    Started a chat, saw a product, added to cart, ordered: the funnel, with its biggest drop called out.

  • Sold after a conversation

    Your top products by sales after a chat, and how often Ivy recommended each one.

  • Languages

    What shoppers write in, and how many conversations in each language Ivy resolved.

  • Ivy's first reply

    Her median time to first answer, day by day, against the period before.

  • Answers marked wrong

    Thumbs down from shoppers and teammates in one list: correct the answer or dismiss it.

  • Your team

    Live chat analytics for your people: handoffs per teammate, their median first reply and how many they answered within your reply target.

  • Any period, compared

    Last 7, 30 or 90 days, each against the period before, so a slow week reads as a slow week.

  • CSV exports

    Daily numbers, orders from conversations, products, answers marked wrong and teammates, ready for a spreadsheet.

FAQ

Analytics questions

Still curious?
The docs have the rest, and the team answers within a day.
Read the docsContact us

Which chatbot metrics does Strathly track?

Sales from conversations and their share of your store's sales, the conversations Ivy resolved on her own and the ones she handed off with the reason, the topics shoppers ask about, the questions she couldn't answer, answers marked wrong, her median first reply, when shoppers chat and in which languages, and your team's handoffs and reply times.

How does Strathly decide which sales came from Ivy?

An order counts when it is placed within 3 days of a conversation with Ivy: after the conversation started and no later than 3 days after its last message. Strathly links the order to the conversation through the cart the chat started, then the Shopify customer, then the email on the order. If several conversations match, the most recent one gets the order.

Which conversations can bring a sale?

Any conversation in which Ivy replied at least once, including the ones your team finished after a handoff. One order is linked to one conversation, never counted twice.

What happens when an order is cancelled or refunded?

A cancelled order comes off the number as soon as Shopify reports it. A refunded order stays in it.

What does “Resolved by Ivy” mean?

A conversation Ivy finished on her own: it was not handed to your team and the shopper was not left without an answer. A conversation with only Ivy in it closes after 24 quiet hours.

How are conversations sorted into topics?

Ivy reads each conversation when it is handed off or resolved and files it under one topic: Returns & refunds, Order status, Product question, Sizing, Shipping, Discounts, Wholesale, Care, Other.

How do I measure the ROI of my chatbot?

Set what Ivy brings in against what she costs. Sales from conversations adds up the orders placed within 3 days of a chat with her, each linked to its conversation, and Share of store sales shows that revenue's part of your store's. Time saved estimates the minutes your team didn't spend on the chats she resolved. Compare the total with your plan's price for the same month.

Can I export the numbers?

Yes. Five CSV exports for the last 7, 30 or 90 days: daily numbers, orders from conversations, products sold after a conversation, answers marked wrong and your teammates' handoffs and reply times.

In the docs

Set it up, step by step

Explore more

See what your chats bring in

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