/
Opt In & Opt Outs

Opt In & Opt Outs

Overview

The Opt-in Opt-out section tracks subscription and communication preference activity across your bot. You can filter the data by date range and by agent or agent group.

Subscribed vs Unsubscribed

Shows the total number of subscribed and unsubscribed users over the selected period, plotted as a line chart.

Line Chart:

  • One line represents subscribed users in the current period.

  • One line represents unsubscribed users in the current period.

29.png

 

Opt-in SMS vs Opt-out SMS

Shows the number of users who opted into SMS compared to those who opted out, plotted over the selected date range.

30.png

Opt-in Email vs Opt-out Email

Shows the number of users who opted into email communications compared to those who opted out, plotted over the selected date range.

31.png

 

Breakdown by Source

Each of the above metrics is further broken down by how the action was triggered. The three sources are:

  • User Initiated: The user performed the action themselves.

  • Live Agent: A live agent performed the action on behalf of the user.

  • Bot Automation: The action was triggered automatically by the bot.

32.png

This breakdown is available for the following metrics: Subscribed by Source, Unsubscribed by Source, Opt-in SMS by Source, Opt-out SMS by Source, Opt-in Email by Source, and Opt-out Email by Source.