Where to find it
- Open Brand → Workflows.
- Click the workflow's name to open the builder.
- Switch to the Analytics tab.
You get a date range picker, set to the last 90 days when the tab opens, and one chart: Workflow triggers, with the total for the chosen range above it.
The Workflows list itself also has a Sessions column, so you can compare volume across every workflow in the brand at a glance without opening each one.
What the number counts
One trigger is one time the workflow actually started for a visitor. It is an entry count, not a completion count — it tells you how many people the script began talking to, not how many reached the end.
A brand-new workflow shows nothing until the first visitor sets it off.
Reading the trend
The chart plots those starts over time, so the shape is usually more informative than the total:
- A steady rise means more people are meeting the script — good news, as long as it is doing something useful once they get there.
- A sudden drop on a specific day almost always means something changed on that day. Check whether the workflow was switched off, whether its trigger or conditions were edited, whether the frequency setting was tightened, or whether the brand's chat widget came off a page.
- A flat zero is a configuration problem, not a traffic problem. Work through the checklist in the article on several workflows competing.
Comparing workflows
Compare like with like: the same date range, and workflows from the same list. The figures are counted per workflow, so a copy of a script is a separate script with separate figures — the two never add up.
If two scripts run on the same trigger and one gets far fewer starts, that is a targeting difference, not a quality difference — only one workflow runs per event, so the other one is winning those moments.
What analytics cannot tell you
Be clear about the limits, so you do not go looking for something that is not there:
- There is no step-by-step drop-off view. Nothing shows which cards visitors reached or where they stopped.
- There is no completion rate. Starts are counted; finishes are not.
- There is no per-channel split. Chat, Facebook, Instagram and phone starts are all in the same total.
To see what actually happened inside a run, read the conversations themselves in Communications → Inbox. The whole scripted exchange is stored in the thread — every message, every button click, every answer — so a handful of real conversations usually tells you more about where a script loses people than any chart would.
Next step
Low numbers? Work through What happens when several workflows could fire at once. High drop-off around the handover? Review Hand off from a workflow to a human agent.