Customer goals and AI progress tracking
Record the outcome a customer wants and track its progress separately from the AI's work plan.
What it is
A goal records what the customer wants to achieve, with a desired outcome, progress summary and status. It remains recorded separately from the steps the AI takes to help. Goals in 3.3 belong to a single conversation.
Who uses it and why
- Operators review goals to understand the customer's outcome and progress before continuing a conversation.
- Users with Settings and permission to manage AI, or Developer, enable goal tracking for Ask AI, Copilot or Autopilot and provide instructions about its use.
- Visitors describe their needs in conversation. An enabled AI can record and update those goals.
Where to find it
Open the selected visitor's detail panel and choose Goals. The panel includes Open Goals, Current Plan and, when applicable, Stale and closed Goals.
Configure tracking at Settings › AI › Features.
How it works
- An enabled AI records a goal with a title and desired outcome. A new goal starts as Open.
- As the conversation progresses, the AI can update its description or progress summary, reconfirm it, or mark it Achieved or Abandoned.
- In Goals, select View details to see Desired outcome, Progress summary, activity dates and Related Plans.
- Use Refresh Goals and Plan to reload the panel if needed.
The default freshness period is 90 days. Confirmation or recorded progress refreshes that period. An open goal that passes its freshness date becomes Stale and must be reconfirmed before the AI links it to a new plan.
Visitors interact through the conversation; this feature does not provide them with the operator's goal panel.
Configure it
With the Settings role and permission to manage AI, or the Developer role:
- Open Settings › AI › Features and edit an Ask AI, Copilot or Autopilot feature.
- Set Goal tracking scope to Conversation.
- Provide instructions for the outcomes the AI should record, then save the feature.
Workplan scope is a separate control. You can track goals without enabling work plans.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Goal tracking scope | Settings › AI › Features | website | Disabled | Settings role, Developer role | Enables goals within a conversation when Conversation is selected. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Configure goal tracking when AI is allowed under Settings Permissions. |
| AI | Allows AI configuration within Settings Permissions. |
| Developer | Configure goal tracking on AI features. |
Limits and good to know
- Contact (not yet available) cannot be selected. Identifying a customer does not make goals available across their conversations.
- An Ask AI goal belongs to that private conversation.
- An achieved or abandoned goal cannot be changed.
- A plan can address up to 10 current, open goals. The AI's goal reads return at most 20 goals at a time.
- Finishing a plan does not automatically mark its goals achieved.
- Earlier configurations that enabled planning may already have conversation goal tracking enabled. Check the saved feature.
- The panel displays goals and plans; it does not provide buttons to create, edit or close a goal manually.
Depends on and works with
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
Roles control configuration access.
- AI feature settings and change historyConfigured by
Each AI feature has its own goal tracking scope and instructions.
- AI run limitsRequires
AI execution creates and updates goals through authorised operations.
- AI conversation plans and task progressEnhances
Work plans can link current goals without changing their outcome status.
- Website, channel and subsite accessConfigured by
Reading the Goals panel requires access to the selected conversation.
- Customer identity and conversation visibility permissionsConfigured by
Personal-data permission controls access to goals in conversations assigned to another operator.
Used by
- Visitor and conversation information panelsEnhances
Enabled AI goals can appear beside the conversation.
- AI conversation plans and task progressEnhances
Plans may link goals when goal tracking is also enabled.
FAQ and troubleshooting
Why is the Goals panel empty?
Select the relevant conversation. Check that its AI feature has Goal tracking scope set to Conversation and that the AI has actually recorded a goal. Enabling tracking alone does not create one.
Why is an unfinished goal under Stale and closed Goals?
Its freshness period has expired. It remains open, but needs reconfirmation before being added to a new plan.
Why did completing the plan leave the goal open?
The plan records work performed. Goal achievement is a separate update about the customer's outcome.
Why is the same customer's goal missing in another conversation?
Goal tracking is conversation-specific in 3.3. Contact-wide tracking is unavailable.