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Chat Analytics

Track conversations, messages, and chatbot performance.

Accessing Analytics​

  1. Go to your dashboard
  2. Select a chatbot
  3. Click Analytics

Or view organization-wide analytics from the main Analytics menu.

Date Range Selection​

Filter analytics by time period:

  • Current Month - Month to date
  • Last Month - Previous full month
  • Last 7 Days - Past week
  • Last 30 Days - Past month
  • Custom Range - Select specific dates

Key Metrics​

Conversations​

Total number of chat sessions started.

A conversation starts when a user sends their first message and includes all subsequent messages in that session.

Messages​

Total messages exchanged:

  • User messages (questions)
  • Chatbot responses (answers)

Average Conversation Length​

Average number of message exchanges per conversation.

What it tells you:

  • Low average: Users find answers quickly
  • High average: Complex topics or unclear answers

Response Rate​

Percentage of user messages that received responses.

Should typically be near 100% unless quota limits are reached.

Charts and Visualizations​

Conversations Over Time​

Line chart showing daily conversation volume. Helps identify:

  • Peak usage days
  • Traffic trends
  • Seasonal patterns

Messages Over Time​

Daily message count breakdown showing overall engagement.

Hourly Distribution​

When your chatbot is busiest. Useful for:

  • Understanding user behavior
  • Planning content updates
  • Scheduling maintenance

Sentiment Analysis​

Available on Pro and Business plans.

What It Shows​

  • Positive - Users express satisfaction
  • Neutral - Informational exchanges
  • Negative - Users express frustration

Using Sentiment Data​

  • Identify problem areas in your training
  • Spot topics causing user frustration
  • Measure improvement over time

Topic Analysis​

Identifies common themes in conversations.

Top Topics​

Most frequently discussed subjects, based on:

  • User questions
  • Keywords and phrases
  • Conversation context

Using Topic Data​

  • Prioritize training content
  • Identify knowledge gaps
  • Understand user needs

Conversation Logs​

Viewing Individual Conversations​

  1. Go to Activity tab on your chatbot
  2. Browse conversation list
  3. Click a conversation to view messages

What You Can See​

  • Complete message history
  • Timestamps
  • User information (if captured)
  • Message source (website, test, etc.)

Filtering Conversations​

Filter by:

  • Date range
  • Source (production vs. playground)
  • Contains specific text

Exporting Data​

Available Exports​

  • Conversation data (CSV)
  • Message logs (CSV)
  • Analytics summary (PDF)

How to Export​

  1. Navigate to the analytics view
  2. Click Export
  3. Select format and date range
  4. Download the file

Analytics Best Practices​

Regular Review​

  • Check analytics weekly
  • Compare periods to spot trends
  • React to sudden changes

Act on Insights​

  • High negative sentiment → Review training content
  • Common unanswered questions → Add Q&A pairs
  • Peak times → Consider scaling

Set Benchmarks​

Track metrics over time:

  • Conversation volume growth
  • Response accuracy improvements
  • User satisfaction trends

Next Steps​