Carrot quest inquiry report: conversations, response and operators

What happens to inquiries after the ad click

An agency is accountable for traffic and leads, yet many website leads start in a chat window rather than a form. What follows depends on how quickly an operator replies. If a chat sits unanswered for forty minutes, the visitor leaves for a competitor, and the ad report calls it a bad lead. Reportkey pulls conversations from Carrot quest through the API and places them in the same document as the ads: how many inquiries came in, how quickly they were answered and who on the team handled them.

Connecting Carrot quest: app ID and API key

You need two values from Carrot quest settings: the app ID and an API key. The key grants broad account access, and Carrot quest offers no read-only option, so it is best issued by the account owner and shared over a secure channel. Reportkey stores it once on the integrations page and uses it only to read conversations. In the project, pick the app, report blocks and a delivery schedule.

Live chat analytics: new and closed conversations

The first block shows the inquiry flow:

• New conversations by creation date, by day, week or month;
• Closed conversations in the period;
• Open at period end — the queue carried into next week;
• Channel split — website chat, messengers, social networks and email, whichever are connected to Carrot quest.

Conversations where the user never wrote anything are excluded by default. Bot assistant conversations are counted separately so automation does not inflate the number of human inquiries.

Chat first response time

Carrot quest does not provide a ready-made response time metric, so Reportkey calculates it from each conversation’s messages. The clock runs from the user’s first message to the first operator reply. Auto-replies, triggered messages and bot replies are skipped, so an instant greeting does not drag the median down to zero seconds.

The report shows median and mean time and the share of conversations that got a human reply. The median resists outliers: one chat forgotten over the weekend does not distort the whole week. Time is measured in calendar hours without working schedules, worth noting in the report if support is not around the clock.

Chat operator statistics

The workload block splits work by person: conversations assigned to each operator, replies sent and conversations closed. First response time per operator can sit alongside. For a manager it reveals imbalance, such as one operator carrying half the flow while another replies fast but rarely. For an agency it shows that the lead problem lies in team capacity, not in the ads.

Conversation report by tag

Tags that operators or automation scenarios assign in Carrot quest turn into a topic map of inquiries: delivery, payment, product questions. Marketers use it to improve landing pages and the site FAQ; managers use it to ask why payment questions doubled.

Why chats are not credited to campaigns

Carrot quest stores visit UTM tags in the user profile, but they describe the visitor rather than a specific conversation. Someone might have arrived from an ad a month ago and written today after a direct visit. That is why the report does not split chats by ad but places the inquiry flow next to advertising for the same period, keeping conclusions sound.

Carrot quest next to ads, calls and CRM

Chat is one of several lead channels. Add Calltouch or Callibri call tracking, website goals in Yandex Metrica, Roistat end-to-end analytics and deals from amoCRM or Bitrix24. Branding and AI insights are available, though not on every plan. See a combined example in the PPC agency demo report, more inquiry tools under support and live chat, and terms on pricing.