Campaign FAQs

To measure the performance of your ongoing campaign and track metrics like the number of times it was triggered, reply rates, and more, you can refer to campaign Statistics displayed in the Campaigns page.

• Sent corresponds to the number of users to whom the campaign was sent based on your conditions

• Seen corresponds to the number of users who have interacted (opened, read, and clicked) your message

• Replied corresponds to the number of people who have responded to your message 

Alternatively, you can click a campaign name which will take you to the Campaign details page. Here you can see the campaign metrics, segment criteria and the message preview.

You can also track which campaigns get responses based on the source, medium, and channel the visitors come from by using UTM parameters, available as a part of the Freshsales Integration.

Freshchat allows you to track events and set user properties and use them to target visitors and customers better. You can use events and properties to set conditions on your campaigns thereby targeting website visitors and customers with granularity. 

User events that can be tracked can be any micro or macro interaction a visitor or customer undertakes - download of an industry report, the addition of an iPhone to the cart, or a previous URL the visitor had visited during their last session. 

Here is an example from an E-commerce store:

Scenario: The E-commerce salesperson wants to send a triggered message to shoppers who have added a $100 trench coat to their cart.

Solution: This can be achieved by creating 'Add to Cart' as an event and 'Cart Category', 'Cart Currency', and 'Cart Value' as event conditions in your Freshchat account. 

To set up user properties, use the command and code from here.

To add custom events, use the sample code from here.

You should set Triggered Messages in such a way that they don't overlap with each other. If they do, then it might result in one or the other Triggered Message not getting displayed. 

Also, if you are using an URL as a condition for a Triggered Message, check if it is correct.