Journey Insights

Raquel Updated by Raquel

Journey Insights is a powerful feature that helps you understand how users interact with your chat service by tracking how users navigate through Journeys. It was made to answer critical questions, such as:

  • Which sections of my Journey are the most popular?
  • Where do users drop off or stop engaging?
  • How often are certain actions, like quizzes, being completed?

The Insights tab in the Journey editor lets you switch to a data-driven view, where you can see:

  1. How many users visit each card
  2. Where users drop off
  3. How many people select different options on Button and List cards

This view-only mode ensures that Insights are clear and reliable while allowing you to make informed improvements to your Journeys.

Visualizing User Behavior

Rather than overwhelming you with complex data, we provide simple, intuitive visual indicators directly on your Journey canvas:

  • Green indicators show how many users have visited a specific card
  • Drop-off markers highlight areas where users disengage
Journey Insights currently updates every 5 seconds. This means you’ll always have access to up-to-date insights without slowing down your experience.

In the future, we’re exploring ways to introduce more granular filtering options, allowing you to analyze data over different time periods and gain even deeper insights.

Journey Insights is just the first step in making Turn.io’s chat services even more data-driven and powerful.

Export Insights button

This will not export the engagements data. The export insights are dedicated to the Save Insights blocks implemented in the journey.

Once set up, you can download these important interactions as CSV files using the Export Insights button. You will be emailed a CSV containing the stored interactions per user.

Although the Update contact and Save insights actions do different things, you save responses in the same way.

Responses from the following message types are saveable:

  • Text questions
  • Reply buttons; and/or
  • List messages
Steps to save responses:

Let's image a case where you are using text question to ask a person what their name is and you want to save their selection:

  • Click on the text question card so that the settings panel shows on the right-hand side.
  • Go to the Actions sections and click + to expand the Update contact and/or the Save insights.
  • From the dropdown, select the contact profile field you want to save the information to. Remember, the contact field you want to save should already exist. If not, you need to create it first.
    In the image below you can see that we are saving the User's Response to the question in the Name contact field.
Both 'Update contact' and 'Write results' will only collect data once they are explicitly set up. Only the Journey interactions that are explicitly stored with the write_result() function/action will be downloadable

More freedom and flexibility to extend the power of your journey.

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