The Opt-in Opt-out section tracks subscription and communication preference activity across your bot. You can filter the data by date range and by agent or agent group.

Shows the total number of subscribed and unsubscribed users over the selected period, plotted as a line chart.

Line Chart:

• One line represents subscribed users in the current period.

• One line represents unsubscribed users in the current period.

Shows the number of users who opted into SMS compared to those who opted out, plotted over the selected date range.

Shows the number of users who opted into email communications compared to those who opted out, plotted over the selected date range.

Each of the above metrics is further broken down by how the action was triggered. The three sources are:

• User Initiated: The user performed the action themselves.

• Live Agent: A live agent performed the action on behalf of the user.

• Bot Automation: The action was triggered automatically by the bot.

This breakdown is available for the following metrics: Subscribed by Source, Unsubscribed by Source, Opt-in SMS by Source, Opt-out SMS by Source, Opt-in Email by Source, and Opt-out Email by Source.