# Customer goals and AI progress tracking

Record the outcome a customer wants and track its progress separately from the AI's work plan.

*Release 3.3 · admin, operator, visitor*

**Settings › AI › Features**

## 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

1. An enabled AI records a goal with a title and desired outcome. A new goal starts as **Open**.
2. As the conversation progresses, the AI can update its description or progress summary, reconfirm it, or mark it **Achieved** or **Abandoned**.
3. In **Goals**, select **View details** to see **Desired outcome**, **Progress summary**, activity dates and **Related Plans**.
4. 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:

1. Open **Settings › AI › Features** and edit an **Ask AI**, **Copilot** or **Autopilot** feature.
2. Set **Goal tracking scope** to **Conversation**.
3. 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

### This feature uses

- **Requires** [AI run limits](AI-014.md): AI execution creates and updates goals through authorised operations.
- **Configured in** [Roles and permissions](ADM-008.md): Roles control configuration access.
- **Configured in** [AI feature settings and change history](AI-001.md): Each AI feature has its own goal tracking scope and instructions.
- **Configured in** [Website, channel and subsite access](ADM-009.md): Reading the Goals panel requires access to the selected conversation.
- **Configured in** [Customer identity and conversation visibility permissions](SEC-016.md): Personal-data permission controls access to goals in conversations assigned to another operator.
- **Works better with** [AI conversation plans and task progress](AI-022.md): Work plans can link current goals without changing their outcome status.

### Used by

- **Enhances** [Visitor and conversation information panels](CON-017.md): Enabled AI goals can appear beside the conversation.
- **Enhances** [AI conversation plans and task progress](AI-022.md): 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.