Why is the chats opened rate and sent rate not the same?

Question

I have a chat message that is live in the product. It is set to show the full message. So for me that means that each customer who logs in to the product with the right criteria will see the message - but we have a sent rate of 13 but opened rate is 7. How come is that? Why is 5 users not counted as they have seen the message?

Daniel M15 · Accepted Answer

Hey @kristin v​! Daniel from Customer Support Engineering here &#128295;It's possible that, in this case, the users have either 1. not come online yet, and therefore haven't opened the message, or 2. they've come online and dismissed the message, i.e., they never opened the Messenger after it pops up for them. For emails, this of course means they have not opened the email yet in their email client. Don't worry - you're not seeing any buggy data, and the users can open the message at any time down the line &#128077; Hope this helps! &#128588;

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