{"id":10580,"date":"2026-03-23T20:55:07","date_gmt":"2026-03-23T18:55:07","guid":{"rendered":"https:\/\/novatalks.ai\/?p=10580"},"modified":"2026-04-17T20:57:32","modified_gmt":"2026-04-17T17:57:32","slug":"update-march-2026","status":"publish","type":"post","link":"https:\/\/novatalks.ai\/en\/blog\/update-march-2026\/","title":{"rendered":"NovaTalks Update: Attributes, Anonymization &amp; Chatbot Analytics"},"content":{"rendered":"\n<p>This release is all about deeper conversation context, secure handling of personal data, and a better understanding of how customers interact with your chatbot. Three features that make your team\u2019s workflow more structured and your analytics more accurate.<\/p>\n\n\n\n<p><strong>Conversation Attributes:<\/strong> capture context directly in the chat \u2014 inquiry type, order number, category, quality rating<\/p>\n\n\n\n<p><strong>Personal Data Anonymization:<\/strong> flexibly hide names, phone numbers, emails, and contact attributes based on user roles<\/p>\n\n\n\n<p><strong>Chatbot Scenario Logging:<\/strong> track events within chatbot flows and visualize customer behavior in Metabase<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Conversation Attributes<\/strong><\/h2>\n\n\n\n<p>Conversation attributes are structured fields linked to a specific interaction, allowing you to capture any important context directly in the chat.<\/p>\n\n\n\n<p>Every customer inquiry contains more than just text. Now you can store key details \u043f\u0440\u044f\u043c\u043e in the conversation: quality rating, inquiry type, product or service category, order number, and anything else relevant to your business.<\/p>\n\n\n\n<p>Custom conversation attributes are tailored to your workflows and displayed where your team needs them. This means all context is always at hand \u2014 no switching between systems and no loss of important details. Agents resolve inquiries faster because they don\u2019t need to ask \u043f\u043e\u0432\u0442\u043e\u0440\u043d\u0456 questions \u2014 all necessary data is already captured. Analytics becomes more meaningful: reports on categories, reasons for \u043e\u0431\u0440\u0430\u0449\u0435\u043d\u0438\u044f, and service quality reflect the real picture, not just the number of conversations.<\/p>\n\n\n\n<p><strong>How to set up:<\/strong> go to <strong>Settings \u2192 Custom Attributes \u2192 Conversation<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Personal Data Anonymization<\/strong><\/h2>\n\n\n\n<p>Personal data anonymization allows you to hide sensitive contact and conversation fields from employees who don\u2019t need access to them.<\/p>\n\n\n\n<p>Not every team member should see full customer details. This feature enables flexible control over what data is visible to each role in the system.<\/p>\n\n\n\n<p>You can hide:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Customer name<\/li>\n\n\n\n<li>Phone number and email<\/li>\n\n\n\n<li>Description and notes<\/li>\n\n\n\n<li>Contact tags<\/li>\n\n\n\n<li>Custom attributes (at both contact and conversation levels)<\/li>\n<\/ul>\n\n\n\n<p>Each user sees exactly what they need to do their job.<\/p>\n\n\n\n<p>This is especially important for businesses handling sensitive personal data or operating with multiple roles and access levels.<\/p>\n\n\n\n<p><strong>How to set up:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Go to <strong>Settings \u2192 Roles &amp; Permissions<\/strong><\/li>\n\n\n\n<li>Create a new role or edit an existing one<\/li>\n\n\n\n<li>Enable anonymization for the required fields<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Chatbot Scenario Logging<\/strong><\/h2>\n\n\n\n<p>Chatbot scenario logging records events that occur during a customer\u2019s interaction with the bot \u2014 from the first message to completion or handoff to an agent.<\/p>\n\n\n\n<p>Typical tracked events include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Language selection at the start of the conversation<\/li>\n\n\n\n<li>Menu navigation (clicks, submenus, back actions)<\/li>\n\n\n\n<li>Text input responses<\/li>\n\n\n\n<li>Self-service flow start and result (successful or failed)<\/li>\n\n\n\n<li>External service\/API calls<\/li>\n\n\n\n<li>Handoff to an agent with reason tracking<\/li>\n\n\n\n<li>Conversation \u0437\u0430\u0432\u0435\u0440\u0448\u0435\u043d\u043d\u044f with reason (manual close, timeout, off-hours, CSAT flow)<\/li>\n<\/ul>\n\n\n\n<p>If you use a chatbot, this update helps you truly understand how customers interact with it \u2014 which language they choose, which menu paths they follow, where they drop off, and why they escalate to an agent.<\/p>\n\n\n\n<p>All collected data can be visualized in <strong>Metabase<\/strong>, enabling you to build dashboards and track customer behavior over time. This helps improve chatbot scenarios, reduce agent workload, and increase self-service efficiency.<\/p>\n\n\n\n<p>Logging is configured individually. Detailed documentation with parameters and examples is available in our <a href=\"https:\/\/help.novatalks.com.ua\/en\/get-started\/settings\/chatbots\/chatbot-script-logging\">knowledge base.<\/a> To enable this feature, please contact your account manager.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Who is this for?<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Support teams with high volumes: structured workflows and precise analytics<\/li>\n\n\n\n<li>Businesses handling sensitive data: flexible access control and compliance<\/li>\n\n\n\n<li>Companies using chatbots: insights into drop-offs and optimization opportunities<\/li>\n\n\n\n<li>Teams with complex role structures: different access levels without extra integrations<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>FAQ<\/strong><\/h2>\n\n\n\n<p><strong>What are conversation attributes?<\/strong><br>Structured fields linked to an interaction (e.g., inquiry type, order number, category, quality rating). They help capture context and improve analytics.<\/p>\n\n\n\n<p><strong>How are attributes different from tags?<\/strong><br>Tags are free-form labels. Attributes are structured (text, number, date, list), making them more accurate for reporting.<\/p>\n\n\n\n<p><strong>What data can be anonymized?<\/strong><br>Name, phone, email, notes, tags, and custom attributes at contact and conversation levels \u2014 depending on role settings.<\/p>\n\n\n\n<p><strong>Does anonymization affect agent performance?<\/strong><br>No. Agents still see all necessary information. Irrelevant data is hidden, reducing noise.<\/p>\n\n\n\n<p><strong>What chatbot events can be logged?<\/strong><br>Language choice, menu navigation, drop-off points, handoffs, and conversation completion reasons.<\/p>\n\n\n\n<p><strong>Key chatbot metrics to track?<\/strong><br>Self-service resolution rate, drop-off points, popular flows, and escalation frequency \u2014 all visualized in Metabase.<\/p>\n\n\n\n<p><strong>How to enable the features?<\/strong><br>Conversation attributes and anonymization can be configured in Settings. Chatbot logging is set up individually via your account manager.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>This release is all about deeper conversation context, secure handling of personal data, and understanding how customers interact with your chatbot. Three features that make your team\u2019s work more structured and your analytics more accurate.<br \/>\nConversation attributes, personal data anonymization, and chatbot scenario logging \u2014 all covered in detail in this article.<\/p>\n","protected":false},"author":7,"featured_media":10573,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[2955,2946,2948,2954,2950,2947,2953,2951,2949,2952,2869,2959,2957,2956,69,2958,2961,2962,2960,2963],"class_list":["post-10580","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-chatbot-analytics","tag-chatbot-event-tracking","tag-chatbot-logging","tag-chatbot-optimization","tag-chatbot-scenarios","tag-conversation-attributes","tag-custom-chat-attributes","tag-customer-behavior-in-chat","tag-customer-data-privacy","tag-customer-inquiry-context","tag-customer-support-automation","tag-data-access-management","tag-inquiry-analytics","tag-metabase-analytics","tag-novatalks","tag-personal-data-anonymization","tag-personal-data-protection","tag-roles-and-permissions","tag-self-service-chatbot","tag-support-analytics"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.7) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>NovaTalks Update: Attributes, Anonymization &amp; Chatbot Analytics - NovaTalks<\/title>\n<meta name=\"description\" content=\"NovaTalks Update: Conversation Attributes, Personal Data Anonymization, and Chatbot Logging. 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