How to use Custom Events in Bot studio and track them in Enterprise Analytics
Learn how to trigger custom events in Bot Studio and analyze them in Enterprise Analytics.
Once you've created your Custom Events, the next step is to use them in your bot flow. This allows DoubleTick to record important milestones during a customer conversation, which you can later analyze in Enterprise Analytics.
Why this is useful
Adding Custom Events to your bot helps you connect conversations with business outcomes.
Instead of only knowing that a customer interacted with your bot, you can track important actions such as:
A lead being qualified
A demo being booked
An order being placed
A form being submitted
A payment being completed
These events can then be used in Funnel Analytics to understand how customers move through your journey.
Adding Custom Events in Bot Studio
Custom Events should be added at the exact point in your bot flow where an important action is completed.
For example, if your bot qualifies a lead after collecting all the required details, you can trigger the Lead Qualified event immediately after the qualification step.
Open Bot Studio and edit your bot.
Navigate to the flow where you want to track an important milestone.
Click the + button between two components where you want the event to be recorded.
Select the Custom Event component.
Choose the event you want to trigger.
Save and publish your bot.
Whenever a customer reaches that step in the conversation, DoubleTick will automatically record the event.
Let's say your real estate bot follows this journey:
Customer shares basic details (Name, Email, City)
Trigger event: Lead Captured
Customer shares property requirements and matches your qualification criteria
Trigger event: Lead Qualified
Customer books a property visit
Trigger event: Site Visit Booked
Customer completes the property visit
Trigger event: Site Visit Done
By placing the appropriate Custom Event at each milestone, you can track the customer's journey from the first enquiry to the completed site visit.
How to Track Custom Events in Enterprise Analytics
Once your bot starts triggering Custom Events, you can analyze them using Funnel Reports.
Go to:
Enterprise Analytics → Reports → Funnel Report
Select the Custom Events you want to analyze in your funnel.
For example:
Lead Captured
Lead Qualified
Site Visit Booked
Site Visit Done
DoubleTick will automatically build a funnel showing how customers moved from one stage to the next.
What you'll see
The Funnel Report helps you understand your conversion at every stage.
For example:
Lead Captured → Lead Qualified
Lead Qualified → Site Visit Booked
Site Visit Booked → Site Visit Done
You'll also see the overall conversion from the first event to the last event, helping you understand how many captured leads completed the entire journey.
View the Leads Behind the Numbers
Every number in the Funnel Report is clickable.
Click on any stage in the funnel to open a detailed list of conversations where that event was triggered. This makes it easy to identify which leads reached a particular stage and investigate individual customer journeys if needed.
Custom Events become truly valuable when they're added to your bot flow. By placing them at important milestones, you can accurately track your customer journey and measure conversion rates using Funnel Reports in Enterprise Analytics. This helps you understand where customers move forward, where they drop off, and where your process can be improved.
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