In Zenvia Customer Cloud, the Flow Maps functionality allows understanding and optimizing the customer journey when interacting with the chatbot. It provides valuable insights into how users progress through the conversation flow and highlights the points where drop-offs are most frequent.

How the map works

• Image 1: The header displays the number of active customers in each stage of the flow and what this represents in relation to the total number of customers who interacted.
• Image 2: You can identify how many customers abandoned the conversation at each stage.
• Image 3: The chart presents the interaction options chosen by customers at each step, showing user behavior within the journey.

How to access

1. Go to Chatbots > Flow Maps in the Zenvia Customer Cloud side menu.
2. Use the Chatbot filter to select which chatbot to analyze.
3. Define a period for analysis.
4. Click Apply filters.

By clicking Options, you can:

• View the map in full screen.
• Download it as a JPEG file.

Interaction data

Clicking any flow stage gives you access to the history with more details about interactions between the chatbot and users:

1. The number of interactions received at that stage.
2. The number of active interactions.
3. Last activation, showing the last time the stage was triggered. This indicates the relevance and frequency of each flow point.
4.  Click this icon to access the conversation details page for a more detailed analysis of individual journeys.

⚠️ Attention: Flow map information may take up to 24 hours to appear after the chatbot is published.