Chatbot Analytics and Integration Flexibility Audit (QA)

Chatbot Analytics and Integration Flexibility Audit (QA)

1. 01

   Map the client's current chatbot analytics against their business KPIs

   List which metrics the chatbot reports (conversation rate, lead capture, FAQ deflection) and compare them to the client's stated conversion and support-cost goals. Flag any gaps where the tool cannot measure what the client actually cares about.

2. 02

   Test the depth of visitor and conversation data export

   Export a sample of chat transcripts and visitor events. Verify that timestamps, session context, and lead details survive the export in a structured format that can feed the client's CRM or data warehouse.

3. 03

   Verify native integrations cover the client's core stack

   Check whether the chatbot connects directly to the client's CRM, help desk, and analytics platforms. For example, SiteGPT lists native integrations with Crisp, Slack, and Zendesk, while Typebot relies on Zapier for many connections. If the client uses a niche tool, confirm a workaround exists.

4. 04

   Assess the portability of the chatbot's configuration and training data

   Determine whether the bot's flows, knowledge base, and branding can be exported or recreated in another tool. White-label platforms like onWebChat and Havlo may offer full rebranding, but check if that locks you into their ecosystem for ongoing management.

5. 05

   Review the vendor's data retention and privacy compliance posture

   Ask for documentation on where chat data is stored, how long it is retained, and whether the vendor complies with GDPR or other applicable regulations. Given the tightening client data privacy obligations noted in recent industry analysis, this step is non-negotiable for agency liability.

6. 06

   Run a live test of escalation to human handoff

   Initiate a chat that triggers the human takeover path. Measure how long it takes for an agent to receive the notification and whether full conversation context is preserved. A bot that fails at escalation will frustrate clients and erode trust in your agency's delivery.

7. 07

   Document findings in a scorecard and share with the client

   Create a simple scorecard rating the chatbot on analytics depth, integration flexibility, data portability, and escalation reliability. Present it to the client with clear recommendations: keep, adjust, or replace the tool before the next contract renewal.