Intelligence & Reports

Where People Drop Premium

Q: How can I find out why customers stop replying?

The Where People Drop report sorts every finished conversation that ended without a sale into a plain reason: too expensive, out of stock, delivery or location, payment method, needed a person, our answer was not clear, we replied too slowly, went quiet, not ready, or went to a competitor. Each reason shows a count for the period you selected.

Q: Which plan do I need for Where People Drop?

Premium. On Starter and Growth the report appears in the menu but shows an upgrade panel instead of data. Ad Performance, Campaign Performance and the Conversion Funnel are on every plan.

Why customers didn't buy, counted. Every conversation that finished without a sale is sorted into a plain reason, and the losses that were yours to prevent are counted separately.

This report is part of Acquisition reports and is available on the Premium plan. On Starter and Growth it appears in the menu and shows an upgrade panel instead of data.

The reason each sale was lost

What you see. A ranked list of reasons with a count against each one for the period you selected. The reasons are a fixed list, so the same thing is always called the same thing:

Reason	What it means
Too expensive	The customer saw the price and stopped, or asked for a discount you couldn't give.
Out of stock	You didn't have the item, size, colour or model they wanted.
Delivery or location	You don't deliver there, the cost was too high, or the timing didn't work.
Payment method	They couldn't pay the way they wanted to.
Needed a person	They asked for a human and the conversation ended there.
Our answer wasn't clear	They asked again, or gave up after an answer that missed the question.
We replied too slowly	They waited, then stopped. Usually evenings, weekends and lunch hours.
Just went quiet	No stated reason. They simply stopped replying.
Not ready	They were comparing, planning, or buying later.
Went to a competitor	They said they'd found it elsewhere.

How to use it. Read the top three, then decide which of them you can actually change this week. Out of stock at the top is a buying decision. Delivery or location at the top is a pricing or coverage decision. Just went quiet at the top usually means your first reply asks for too much too early.

How it's calculated: a conversation is categorised once it has finished, and only the resulting label is stored and counted. Conversations that ended in an order are not in this report. See how the numbers are counted.

The "our fault" count

What you see. Alongside the reasons, a count of how many of those losses were yours to prevent: we replied too slowly, our answer wasn't clear, and nobody picked up when a person was asked for.

How to use it. This is the number to take into a team meeting. "Too expensive" is the market talking, and it needs a pricing or product conversation. "We replied too slowly" is a rota problem you can fix on Monday. If a large share of your losses are your own, the cheapest growth available to you is answering faster, not spending more on ads.

Pair this with the reply-time figures in Conversations reports and the busy-hours heatmap in the Overview. Together they tell you which hours to staff, and whether to hand more of those hours to the AI assistant.

How far each customer got

What you see. The same lost conversations grouped by how far they travelled before they stopped: wrote to you and got no reply, got a reply and stopped, told you what they wanted, got a price, or ordered.

How to use it. A loss at "got a price" is a very different business problem from a loss at "got no reply", even when both are counted as just went quiet. People who got as far as a price were ready to buy, so those are the conversations worth reopening by hand.

How it's calculated: the furthest point a conversation reached, counted once per conversation. It lines up stage for stage with the Conversion Funnel, so the two reports always agree.

What this report does and doesn't do

It categorises a conversation after it has finished, and stores only the label.
Conversation content never appears in the report, and the written summary is only ever handed the totals.
Every figure is a count. Nothing here is modelled or extrapolated.
Your data stays inside your organization, like every other report. See data protection.

The reasons come from what the customer said in the conversation, so they are as honest as your customers are. Someone who says "let me think about it" when they mean "too expensive" is counted as not ready. Read the list as the shape of your losses, not as a confession.

Common questions

How can I find out why customers stop replying?

This report sorts every finished conversation that ended without a sale into a plain reason: too expensive, out of stock, delivery or location, payment method, needed a person, our answer wasn't clear, we replied too slowly, went quiet, not ready, or went to a competitor. Each reason shows a count for the period you selected.

What does the "our fault" column mean?

It counts the losses you could have prevented: replying too slowly, an unclear answer, or nobody picking up when a person was asked for. "Too expensive" is the market talking; "we replied too slowly" is a rota problem. The column separates the two.

Does HabariChat read our customer conversations to produce this?

A finished conversation is categorised into one of a fixed list of reasons, and only the resulting label is stored and counted. Nothing is shared outside your organization, no conversation content appears in the report, and the written summary only ever sees the totals.

Which plan do I need for this report?

Premium. On Starter and Growth the report appears in the menu but shows an upgrade panel instead of data. Ad Performance, Campaign Performance and the Conversion Funnel are on every plan.

Why don't the reasons add up to my total conversations?

Only conversations that finished without an order are in this report. Conversations that ended in a sale, and ones still open when you ran the report, are not counted here. The Conversion Funnel shows the full picture.