Understand your analytics

Open Analytics and choose a Period: the last 7, 30 or 90 days, or the last 12 months. The 12 months are available on every plan. Test chats are never counted.

The four numbers

• Conversations: how many chats visitors started, compared with the period just before.
• Answer rate: of the questions visitors asked, how many your agent answered from your knowledge. Greetings and small talk aren't counted, and neither are replies where the agent offered buttons.
• Answered by AI alone: conversations where the visitor didn't ask for a person, through live chat or the contact form of a Hand off to a human action.
• Rated helpful: the 👍 and 👎 visitors gave to the agent's answers.

A number shows "No data yet" until there's something to count, and "Since" with a date when it only started being counted during the period.

Activity

The chart shows Conversations or Messages per day, per week for 90 days, and per month for 12 months. Messages splits what visitors sent from what the AI agent replied. The chart is updated every hour.

Questions your agent couldn't answer

Questions where the agent's reply used nothing from your knowledge and offered no buttons, most asked first. Click Add answer: the Knowledge page opens with a Q&A ready, the question already filled in. Write the answer and save. The question leaves the list, and comes back only if the agent misses it again.

This list includes questions answered from About your business rather than your knowledge, such as "Who are you?", because the agent shows no sources for them.

Most asked

Questions visitors asked at least twice. Click one to see the conversations where it was asked.

What visitors did and Answer feedback

What visitors did shows, for each kind of action, how often visitors used it when it was offered: left their contact details, asked for a person, opened a link. Answer feedback shows the share of answers rated helpful, with a link to the chats rated 👎.

Why some lists cover less than the period

The lists of questions are read from your conversations, which your plan keeps for a limited time (see Read conversations and follow up leads). When the period is longer, a note says which days the list covers. The four numbers and the chart are kept for good.