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Feature - Chat Analytics

Chat Analytics:What's Actually Happening

Follow conversations in real time, review the full history, and see exactly when the Chatbot answers and when a teammate takes over.

What Can the Chat Analytics Feature Do?

Chat Analytics is the admin panel's dashboard: you instantly see the key numbers for every conversation and AI response, and can review any past session message by message.

Real-Time Statistics

Track session counts, human takeovers, and AI responses over 24-hour, weekly, and monthly windows in one overview dashboard.

Full Conversation History

Review any past conversation message by message, including which replies came from the Chatbot and which from a teammate.

Human Takeover Tracking

See instantly when a teammate has taken over a conversation from the Chatbot - so you can track how many cases the AI resolves on its own.

AI Response Usage

View AI response usage per Chatbot, either for a rolling window or for your current billing period.

Compare Multiple Chatbots

If you run several Chatbots, compare their load and quota usage side by side in one view.

Recent Conversations

A dashboard widget shows your most recent sessions at a glance, so you always know what's happening right now.

Why Is It Worth Analyzing Chat Messages?

Every Chatbot conversation is valuable feedback about your business: it shows what your visitors actually care about, where they get stuck, and which questions come up again and again. Chat Analytics turns that raw data into clear statistics and a searchable conversation history, so you don't have to guess what's working and what isn't.

Reviewing it regularly helps you spot patterns early - for example, if a certain topic often needs a teammate to take over, that's a sign the Knowledge Base could use more content on it. That way, Chat Analytics doesn't just inform you in hindsight - it directly guides how you improve the Chatbot.

The more consistently you follow Chat Analytics, the faster you'll notice when a Chatbot setting needs adjusting - whether that means expanding the Knowledge Base, fine-tuning fallback messages, or adding a new Q&A pair.

Chat message analysis illustration

What Can You Use Chat Analytics For?

Uncover Weak Spots

See which questions the Chatbot struggles to answer well, and know exactly what to add to the Knowledge Base.

Plan for Load

Session counts show you when peak periods happen, so your team can prepare for them too.

Measure Team Performance

The takeover ratio shows how many cases the AI resolves on its own versus how many actually reach your teammates.

Drive Data-Backed Improvements

Conversation history shows you which new features or content are genuinely needed.

Frequently Asked Questions

The dashboard shows session counts and human takeovers over 24-hour, weekly, and monthly windows, broken down per Chatbot too.
Every session shows its takeover status, so you can track exactly when a conversation switched to a human agent.
Conversations are kept for 12 months, the same for every plan, as long as your subscription is active.
Yes, the dashboard breaks down AI response counts per Chatbot so you can compare them.
The dashboard shows rolling 24-hour, weekly, and monthly totals; a day-by-day trend chart isn't available yet.
Yes, every session's full message list can be reviewed, including which replies came from the Chatbot.
Not yet, but it will be available by launch - in the meantime, logs and statistics can be viewed in full in the admin panel.
The system doesn't collect page-level or geographic data directly, but if you run the Chatbot on multiple pages or sites, you can create a separate Chatbot for each and name it after where it's embedded - so you can tell which page a conversation came from just from the Chatbot it belongs to.
Not yet, but it's coming to Chat Analytics soon - for now the focus is on session, takeover, and usage counts.
No, the 12-month retention period is the same for every plan.

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