Customer Journey

Customer Journey is a timeline of events in Cekat.AI, split into two categories: Internal and External.

• Internal events include Session Started, Session Ended, Pipeline Changed, Label Removed, Label Added, Agent Human Assigned, Agent AI Response, Incoming, Outgoing and Agent Human Resolve.

• External events include page views, CTWA clicks, button clicks and forms.

How to open Customer Journey:

1

An internal or external event has taken place

2

Click Chat in the header bar

3

Click Contact in the sidebar

4

Choose the Conversation tab

5

Choose a conversation

6

Click the Customer Journey icon