A bot or web crawler may arrive on your website. Qualified strives to only engage with real, human visitors on your website, so we block known or suspected bots from your Experiences.
How Qualified Identifies Bots
Qualified manages a list of known metadata that indicates a visitor on your website may be a bot, such as a web crawler. For example, we may identify a bot based on its browser, operating system, and IP address.
That being said, identifying bots is not 100% accurate. When we identify a problematic user agent or IP address, we add them to our list of known bots.
How Qualified Interacts with Bots on Your Website
When a bot on this list arrives on your website, they are not served an Experience. In turn, the bot visitor:
- Does not see the Qualified messenger
- Does not populate your Live Streams
- Does not trigger routing rules to your reps
If Qualified suspects that a visitor is a bot based on previous behavior and metadata, the Qualified messenger will not appear until we detect browser scrolling or mouse movement. If we detect one of these actions, then the visitor is presented with an Experience (if they meet its conditions) and can engage with your reps.
Sophisticated bots can fake browser scrolling and mouse movement. Because Qualified cannot detect all bots on your website, some may be routed to your reps. We recommend training your reps to read digital behavior to better identify when to pounce.
How Bots Impact Qualified Analytics
Reports
Add a Maybe Bot? column to a session or visitor report to review which visitors Qualified believes were bots.
- If we suspected that a session or visitor was a bot, this column states Yes. (If we thought a visitor was a bot but later detected browser scrolling or mouse movement, that interaction is still marked Yes in this column.)
- If we believe it was a valid visitor, this column reads No.
If you want to only include sessions or visitors that we suspect were or were not bots, there are two options.
- Create a filter based on the Maybe Bot? field on a sessions or visitors report.
- Create a filter based on Duration (seconds) on a sessions report. Because bot sessions typically only last a few seconds, we recommend filtering for sessions over 30 seconds to remove bot sessions.
Conversation Flow Analytics
If a visitor is blocked, they are most likely not included in the Experience's Conversation Flow Analytics. The only exception is if all of the following are true.
- We suspected that the visitor was a bot.
- The visitor scrolled within their browser or moved their mouse.
- The visitor was presented with an Experience on your website.
When a visitor is presented with an Experience in this scenario, their session is included in Conversation Flow Analytics.