Product recommendation and purchase reports
Compare recorded product recommendations, Add to Cart clicks and associated purchases by operator, date or product.
What it is
The recommended-product reports show how often products were recommended and whether visitors bought them. They separate recommendations, Add to Cart Clicks and purchases. You can group the results by operator, date or product SKU.
Who uses it and why
Operators with the Reports role review their recommendations. Supervisors compare recommendation use and purchase outcomes. Administrators check whether product and purchase tracking supplies the activity needed for reporting.
Where to find it
Open Reports › General, then choose Recommended Products By Operator, Recommended Products By Date or Recommended Products By SKU. Appointment Detail is in the same category.
How it works
- Select the website, dates and one of the three reports.
- Choose the available operator, team and channel filters.
- Use Recommendation Source to select all recommendations, AI-suggested recommendations or manually recommended products.
- Select Apply Filters and compare recommendation activity with resulting orders and product amounts.
The reports distinguish three purchase paths:
- Recommendation Conversion covers purchases associated with recommended products.
- Without Recommendation Conversion covers purchases without a matching recommendation in the selected reporting scope.
- Add to Cart Conversion covers recommended products added through the chat pane's button and then purchased.
Recommended Products By Operator includes conversation and recommendation totals for each operator. Recommended Products By Date shows the corresponding date breakdown. Recommended Products By SKU identifies products and how often they were recommended. It also includes Live Shows Add to Cart Conversion for product-showcase activity.
AI product recommendation used counts products operators sent into chat from AI suggestions. An unsent suggestion is not counted as an operator-used recommendation.
For other commerce outcomes, Appointment Detail links recorded bookings with appointment operators, assigned operators, conversation details and sales. It offers Appointment Operators and Assigned Operators filters, appointment status and whether the booking came through an integration.
Applicable conversation detail reports also show Lead Created and payment-form activity. Team and productivity reports can include payment requests, sessions, time and value. A payment request or session is a separate measure from a recorded completed purchase.
Configure it
These reports have no separate configuration record. Select filters in Reports. Product recommendation, basket-action and completed-purchase tracking must record the relevant events for their columns to populate.
Use the same recommendation-source selection when comparing periods or operators. Changing that selection changes which recommendations qualify, including the comparison with purchases without a matching recommendation.
Permissions
| Permission | Lets you |
|---|---|
| Reports | View product recommendation and conversion reports. |
| Can view Customer PII and Conversation Data | View protected visitor contact information in applicable appointment results. |
Limits and good to know
- A recommendation is not a click, and a click is not a completed purchase.
- One conversation can include several products and repeated recommendations. Recommendation counts are not unique conversation counts.
- Product rows can share conversations or orders. Do not add SKU rows to estimate unique buyers.
- The live-show measures belong to the SKU report; do not assume the operator and date reports contain the same live-show breakdown.
- Purchase amounts describe recorded linked activity. They do not establish that the recommendation caused the purchase.
- Appointment contact information can be masked according to customer-data permission and field classification.
Depends on and works with
+3 more · this feature uses
- Live show Showcase and product interactionsEnhances
Live-show product showcases supply the SKU report's live-show basket and purchase measures.
- Customer identity and conversation visibility permissionsConfigured by
Customer-data permission affects protected appointment contact details.
- Appointment booking for visitorsEnhances
Appointment scheduling supplies bookings for Appointment Detail.
View all connections as a list
This feature uses
- AI product suggestion settingsEnhances
Products sent into chat from AI recommendations can be filtered and counted separately.
- Add to cart from product cardsEnhances
Visitor basket actions supply Add to Cart click measures.
- Product recommendations and purchase trackingRequires
Recorded recommendations and purchase linkage supply the recommendation measures.
- Purchase tracking and sales totalsEnhances
Completed purchases supply conversion counts and sales values.
- Purchase currencies and conversionConfigured by
Currency setup affects displayed sales amounts.
- Report selection and filtersRequires
Recommendation reports use the reporting workspace and filters.
- Conversation detail and abandonment reportsRelated
Conversation detail provides handling context when investigating a recommendation or purchase.
- Sales attribution and conversion reportsRelated
Sales reports explain how order totals and conversation credit differ from recommendation conversion.
- Live show Showcase and product interactionsEnhances
Live-show product showcases supply the SKU report's live-show basket and purchase measures.
- Customer identity and conversation visibility permissionsConfigured by
Customer-data permission affects protected appointment contact details.
- Appointment booking for visitorsEnhances
Appointment scheduling supplies bookings for Appointment Detail.
Used by
- Product recommendations and purchase trackingEnhances
Commerce reports use recorded recommendation activity and purchase associations.
FAQ and troubleshooting
Why are there recommendations but no purchases?
The visitor may not have purchased, or the purchase may not yet be recorded or linked. Check purchase tracking and reporting availability.
Why are there Add to Cart clicks but no conversions?
Adding a product to the basket and completing checkout are separate events. Check the purchase measures separately.
Why did the without-recommendation figures change when I selected a source?
The comparison uses recommendations matching the selected source. A conversation without a matching recommendation can fall into the without-recommendation comparison.
Why does an AI suggestion not appear in AI product recommendation used?
That measure records a product when the operator sends it into chat from the AI recommendation. Displaying a suggestion alone does not count.