Do you want to improve the answers of your ManyChat chatbot?
Then you need to analyze the keywords your chatbot didn’t know an answer to!
But, with ManyChat that’s quite hard to do…
Therefore, I made a complete guide + free template to make a dashboard in which you can easily analyze the unrecognized keywords.
Let’s dive in.
The dashboard that we are going to make has the following included:
- Number of undetected keywords
- Which keywords the chatbot didn’t understand
- How times each keyword was typed in by users
- Filtering on date
And looks like this:
So, how do we make this? We first start with a Google Sheet.
The Google Sheet for the User Input Dashboard
We need a Google Sheet to store the data of the dashboard.
The Google Sheet includes:
- The unrecognized keyword
- The date
- The User ID of the user
- The first name of the user
- The last name of the user
You might think “Why do we need all the information of the user?”
Good question. Maybe you want to know why the keyword was said by the user. Or in which context it was said. Then it is extremely useful if you can go back in your conversations and analyze them specifically. And to do that, you need the ID, first name and last name.
Of course you don’t have to make the Google Sheet yourself:
- Go to this link for the Google Sheet
- Click on File –> Make a copy
- Give an appropriate name and folder in your Google Drive and click on “Ok”
Now you have the Google Sheet, let’s dive in to ManyChat.
Note: The Google Sheet is filled with one test row, which is necessary for the integration with Google Data Studio (later on). So it is important to not delete this row!
Capture User Input from ManyChat
Next, we have to capture the undetected keywords from ManyChat and send it to Google Sheets.
So, how do we do that? In four steps.
First, we need to integrate your ManyChat account with Google Sheets:
- Go to Settings —> Integrations
- Tap the button bellow: Connect Google Sheets Account, and confirm the authorization.
- Now you can start using Google Sheets.
Second, we need to make a custom field in ManyChat called “Not recognized keyword”. To do this:
- Go to Settings –> Custom Fields
- Click on New User Field (top-right corner)
- Set as name “Not recognized keyword”, set the type to “Text” and click on “Create”
Then, if the Default Reply is triggered, we save the Last User Input (aka the undetected keyword) to a Custom Field:
Now we have the undetected keyword in a custom field.
So, the next step is to send that data to the Google Sheet we made before. And we do that with a Rule in ManyChat:
And you don’t have to copy this flow yourself. Just click on the button below and you can download them right away!
Once you have downloaded my ManyChat template (with the button above), don’t forget to change the Google Sheet action to the right Google Sheet:
And using the right data:
And we are all set!
If ManyChat doesn’t recognize a keyword, that keyword will be send to the Google Sheet.
Creating the actual User Input Dashboard
Now, we are going to make the actual User Input Dashboard. And we are going to make this in Google Data Studio.
Why Google Data Studio?
- You can change the look of the dashboard to your needs (really useful if you want to make a specific look per client)
- It’s possible to integrate many sources. So next to the analytics of your chatbot, you can put the analytics of your website. This gives you 1 place to look for all of your analytics, instead of many different platforms
- You can easily tweak the dashboard
- And the best: it’s FREE.
Google Data Studio is great. I use it for many clients to integrate all the analytics in one overview.
First, make a copy of my dashboard here. Go to the link and then click in the right top corner on the Copy icon.
Then a pop-up will open:
Click on “Select a datasource” and then on “Create new data source”:
A new screen will show with many different integrations, but you need to click on “Google Sheets”:
Then select the right Spreadsheet and the first worksheet. Use the options “Use first row as headers” and “Include hidden and filtered fields” and click on “Connect”:
Next, you need to change one field. You need to change “Record count”:
To “Number of keywords”. You can change this by just clicking on the field and start typing:
Click on the following screen on “Add to report” (on the top-right corner):
And ultimately, click on “Copy report”:
Now, the result should look like this:
There is only one last thing you need to do: Remove the second row from the Google Sheets. This row was necessary to make the dashboard in Google Data Studio, but isn’t necessary anymore.
And that’s it!
Now, we have a dashboard in which the unrecognized keywords will be automatically added, so it will be easy to improve the answers of your chatbot.
You can also filter on date (on the top-right corner of the dashboard), so it’s easy to see if your chatbot answers improve over time.
Now I have a question. Did you find this useful? Are you going to use it? Leave a comment!