Why are the AskFlow results different in the workflow dashboard and the Sales Performance dashboard?

Have you noticed differences in the AskFlow numbers between the workflow dashboard and the Performance dashboard? Don't worry! The data is not wrong!

This happens simply because they are analyzed differently in each panel: the workflow dashboard - available in the AskFlow menu - considers the traveler's result, while the performance dashboard considers the chat interaction's result.

Topics covered:

• Understanding the reasons for the difference
• Which dashboard is best suited for analyzing AskFlow results?
• How to check the differences on a case-by-case basis?

Understanding the reasons for the difference

1. How is the booking attributed to AskFlow?

• Workflow dashboard (AskFlow): Counts any booking registered for the traveler up to 7 days after the AskFlow follow-up is sent, even if it occurred in a different chat interaction from the one where the message was sent.
   
• Performance dashboard: Only counts bookings that were registered in the same service interaction in which the AskFlow message was sent.

2. Where was the booking registered?

• Workflow dashboard (AskFlow): Considers multiple sources:
  • Asksuite (bot or agent)
  • PMS (when integrated)
  • Booking engine (only in the case of an active Omnibees abandoned cart workflow)
     
• Performance dashboard: Only bookings registered in the chat interaction with the AskFlow tag.

3. What happens if the booking is changed later?

• Workflow dashboard (AskFlow): Considers only the first booking registered for the traveler after the AskFlow message is sent. After that, the workflow is considered complete, and changes or cancellations are not reflected in the panel.
   
• Performance dashboard: Since the result is linked to the chat interaction and not the workflow, subsequent edits made to the booking are updated in the Performance dashboard. Cancellations are not considered in the panel.

Which dashboard should I use to analyze AskFlow results?

If the goal is to have a more complete view of the impact of AskFlow, the workflow dashboard is the most suitable, as it uses the traveler as a reference.

How to check the differences on a case-by-case basis?

If you want to understand the details of a specific case, follow these steps:

1. Access the Performance Dashboard > filter by the AskFlow tag and the desired period > go to the chat interactions and opportunities detail > download the data.
2. Access the workflow dashboard, in the AskFlow menu > filter by the same analysis period > download the report.
3. Compare the records individually, using the traveler's phone number as a common point between the reports. For more details on the case, access the chat interaction and consult the conversation history.

We hope this content has helped you better understand the differences between the dashboards! If you have any further questions, our support team is available to help you! 😉