Community Experience is the first AI-powered, district-branded community communication hub that connects AI Search, Chat, Routing & Task Management, and Analytics into one seamless workflow.
Community Experience enables valuable insights into user behavior through:
AI Search
AI Search
Surfaces accurate answers instantly, powered by live CMS content
AI Chat
AI Chat
Handles follow-up questions, supports multilingual families, and avoids dead ends
Unified Task Management
Unified Task Management
Every question from the contact us form is routed into one centralized inbox for staff assignment, organization, and follow-through
Analytics & Insights
Analytics & Insights
Provides districtwide visibility into what families need, where confusion occurs, and communication gaps
Chatbot Analytics
Analytics about your Chatbots can be viewed and broken down by Organization by clicking the Analytics button in the Actions section on the left side menu.
You can Export the Analytics page, or an individual section as a CSV or PDF file by clicking the vertical ... button in the top right corner of your report, next to the date range
There are many features of the Analytics screen including:
Sorting, Filtering, and Charts
Sorting, Filtering, and Charts
Unique Sessions - Number of unique users that have engaged with at least one support channel within the defined period.
Response Satisfaction - Average satisfaction percentage across the defined channels. Please note that a low response rate can skew the satisfaction results.
Total Questions - Total volume of distinct user inquiries or submissions within the defined period.
Success Rate - Average rate that selected channels successfully provide a user response.
Language Distribution - a chart provides insight into who is engaging in translated chat sessions when accessing your website.
Date - The default range shown is the current month, to adjust, select different dates (or preselected ranges) in the drop down menu to update the charts below.
Comparison vs Trend - All of the charts available on the first half of the Analytics screen include a Comparison view versus a Trend view.
Top Topics & Tasks by Volume
Top Topics & Tasks by Volume
Top Topics by Volume
The most frequently discussed topics by users across all channels, ranked by the number of mentions within the defined period.
Columns include:
Topic
Channel - (Search vs Chat)
Total Questions
% of Total
Success Rate
Answer Satisfaction
Tasks by Volume
Overview of tasks by topic, showing total volume, chat origin percentage, and resolution rates.
Topics
Total Tasks
Resolution Rate
Both can be exported, by clicking Export in the top right corner of the each table.
Chatbot Settings
The Community Experience Settings menu contains all settings available to edit within two tabs included at the top of the screen:
Chatbot Branding
The Customize Options settings tab contains all of the customizations available for an individual chatbot. This includes options like the ability to:
Enable and Disable the Chatbot
Change the chatbot name
Customize chatbot design (with a chat window preview available)
Change photo
Change text box color
Icon size
Icon position
Customize the Welcome Message
Change the first message that generates at the start of a chatbot session.
Customize the Chatbot Bubble Message
Enable or Disable the Bubble Message
Change the message that appears above the chatbot icon
Custom Responses
Within an Organization, you can use the Custom Responses section within the AI section in CMS Settings to customize answers to questions that need specific responses given, or that are asked most often.
When website visitors ask questions to the Chatbot, answers placed in the Custom Responses section will be given, rather than the Chatbot referencing information on your website for a response.
Sections that are customizable per question are:
Label (Category)
Query Example (Questions that could be asked)
Response Source (Answer given when question is asked)
Add additional topics by clicking the Add Topic button at the bottom of the page