# Product recommendation and purchase reports Compare recorded product recommendations, Add to Cart clicks and associated purchases by operator, date or product. *Release 3.3 · admin, operator, supervisor* **Reports › General › Recommended Products By Operator** · **Reports › General › Recommended Products By Date** · **Reports › General › Recommended Products By SKU** · **Reports › General › Appointment Detail** ## 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 1. Select the website, dates and one of the three reports. 2. Choose the available operator, team and channel filters. 3. Use **Recommendation Source** to select all recommendations, AI-suggested recommendations or manually recommended products. 4. 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 ### This feature uses - **Requires** [Product recommendations and purchase tracking](COM-017.md): Recorded recommendations and purchase linkage supply the recommendation measures. - **Requires** [Report selection and filters](REP-001.md): Recommendation reports use the reporting workspace and filters. - **Configured in** [Purchase currencies and conversion](COM-023.md): Currency setup affects displayed sales amounts. - **Configured in** [Customer identity and conversation visibility permissions](SEC-016.md): Customer-data permission affects protected appointment contact details. - **Works better with** [AI product suggestion settings](AI-027.md): Products sent into chat from AI recommendations can be filtered and counted separately. - **Works better with** [Add to cart from product cards](COM-016.md): Visitor basket actions supply Add to Cart click measures. - **Works better with** [Purchase tracking and sales totals](COM-020.md): Completed purchases supply conversion counts and sales values. - **Works better with** [Live show Showcase and product interactions](RTC-024.md): Live-show product showcases supply the SKU report's live-show basket and purchase measures. - **Works better with** [Appointment booking for visitors](VX-023.md): Appointment scheduling supplies bookings for Appointment Detail. - **Related** [Conversation detail and abandonment reports](REP-006.md): Conversation detail provides handling context when investigating a recommendation or purchase. - **Related** [Sales attribution and conversion reports](REP-008.md): Sales reports explain how order totals and conversation credit differ from recommendation conversion. ### Used by - **Enhances** [Product recommendations and purchase tracking](COM-017.md): 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.