The Handoff Metric

Have you ever wondered how often visitors terminate your flows by typing instead of using the provided buttons or quick replies? The actionable Handoff metric is here to help you understand and optimize your flow interactions.

In this article, you'll learn:

• What Handoff is 
• How to measure Handoff
• Where to find Handoff metric
• How to improve the flows based on the Handoff metric

What is Handoff?

Handoff is the percentage of flow terminated (aborted) by the visitors in the last seven days (e.g. the visitor sent a message instead of clicking on the flow's options). 

Example

• The flow has been triggered and executed 100 times - Executed: 100
• 20 visitors interacted with the flow - Engagement: 20%
• 10 visitors sent a message instead of using the flow's buttons - Handoff: 10%

How to measure Handoff?

At the end of your flow creation process, you are asked about the goal for each flow. Handoff analytics are available for two categories/goals of the flow:

• I want to answer visitors' questions
• I want to automate repetitive tasks

Where to find the Handoff statistics?

To see the handoff metric of your flows, head over to the Flows scection and take a look at the last column of the flows analytics section. 

We know that flows are never fail-proof. That's why we introduced the actionable handoff metric to help you understand when the flow may need an update.

How to improve flows?

To fully automate your customer service, you may consider decreasing the flow's handoff metric. 

Decreasing the handoff metric may help your live chat agents get more free from answering the repetitive questions from your website visitors. Well-built flow can answer repeating queries for you, which can also help you reduce your first response and resolution time and increase your customers' satisfaction score.

You can view the Handoff analytics from the flows' statistics in the Flows section or directly via the Analyze mode inside the flow editor.

In Handoff mode, you can see the points in your flow where visitors abandoned the interaction (e.g. sent a chat message instead of using the flow further). This way you can identify moments that may need improvement.

Similarly to Flow analysis, the numbers are shown in percentages:

You can improve the flow by:

• Adding new Quick Replies / Buttons to the analyzed flow that correspond to the mentioned phrases
• Creating a Visitor Says trigger with the mentioned phrases

When you click on a specific node where handoff took place, you can see some more details, and even advice. What you may find useful are the actual chat messages that caused the flow to be abandoned:

When the statistical significance is reached, we will compare the new Handoff to the one before the introduced changes - thanks to it; you'll be able to track the performance of the changes.