Guides

Analytics

The Analytics page (at /analytics) gives you a live picture of your support workload and your website's visitors. It has two parts: a conversation overview that summarizes today's inbox activity, and visitor analytics that show who is on your website right now and where they're coming from. This guide explains every metric so you know exactly what each number means.

Who can see analytics#

All roles — OWNER, ADMIN, AGENT, and VIEWER — can view analytics. See Team & roles for the full permission breakdown.

Conversation overview#

At the top of the page, the conversation overview summarizes today's inbox at a glance:

Open — the number of conversations currently in the open state.
Pending — the number of conversations currently pending.
Resolved today — how many conversations were resolved today. This card also shows a last-30-days total so you can compare today against the recent trend.
New today — how many new conversations came in today, along with the percentage change versus yesterday, so you can see whether volume is rising or falling.

Visitor analytics#

The visitor section shows real-time and recent activity from people browsing your website. It's built from your website chat widget's visitor tracking, so it reflects live traffic rather than historical conversation data.

The time-range selector#

A range selector lets you choose the window the visitor metrics are calculated over:

1h — the last hour
6h — the last six hours
12h — the last twelve hours
24h — the last day
2d — the last two days
7d — the last seven days
30d — the last thirty days
90d — the last ninety days

Changing the range updates the stat cards, the chart and the top lists so they all reflect the same window.

The short ranges (up to 2 days) are about how busy the site is: how many people are on it at the same moment. The long ranges (7, 30 and 90 days) are about how many people came: one aggregate per day, kept for 90 days. Days are counted in UTC.

Visitor stat cards#

Active now: a live count of visitors currently on your site.
Most online at once: the highest number of visitors on your site at the same moment in the selected range, and when it happened.
Average online (up to 2 days): the average number of visitors on your site at any given moment.
Visitors per day (7 days and longer): the average number of different visitors per day, with the total page views for the range underneath.
Total unique: how many different visitors you had over the selected range. A visitor who came back on three days counts once.

Active visitors list#

Below the stat cards, the active visitors list shows each visitor currently on your site with:

IP — the visitor's IP address.
Channel — which channel/source they're associated with.
Current URL — the page they're looking at right now.
Time on site — how long they've been browsing.
Conversation link — if the visitor already has a conversation, a click-through takes you straight to it in your inbox.

This is handy for spotting someone who's lingering on your pricing or checkout page — you can see if they've started a conversation and jump in.

Activity over time#

The activity-over-time bar chart changes with the range:

Up to 2 days, each bar is a slice of time (5 minutes to an hour, depending on the range) and its height is the average number of visitors online during that slice. Hover a bar to see the time and the peak, the most visitors online at one moment inside it.
7, 30 and 90 days, each bar is one day and its height is the number of unique visitors that day. Hover a bar for the page views and the busiest moment of that day.

Use the short ranges to find your busy hours, which is when you'll want agents online, and the long ranges to see whether traffic is growing.

Lighter bars are days from before daily counting started. They are estimated from visitor sessions, which remember only a visitor's first and last visit, so they can read a little low.

Top channels, pages, and referrers#

Three ranked lists round out the visitor analytics, each showing the top 5:

Top Channels: how many visitors came through each channel.
Top Pages: on the long ranges, the pages with the most page views. On the short ranges, the page each visitor was last looking at.
Top Referrers: how many visitors came from each site before they landed on yours.

Each visitor counts once, however long they stay. (Before October 2026 these lists added up every minute a visitor was online, so a page someone read for twenty minutes counted twenty times.)

Where the live data comes from#

All of the live visitor data — Active now, the active visitors list, the activity chart, and the top lists — comes from your website chat widget. If you haven't added the widget to your site yet, the visitor analytics won't have anything to show. The conversation overview, by contrast, reflects conversations across all of your channels.

Advanced analytics#

Growth plan and above unlocks a deeper Advanced Analytics view further down the page: response and resolution times, an AI-vs-human breakdown, per-channel and per-agent performance, usage trends, and an AI performance section. On a lower plan, this area shows a locked preview with an upgrade prompt instead of your real numbers.

AI performance

AI performance shows how AI-drafted replies get reviewed, and why they get rejected when they do:

AI drafts generated — the total number of replies the AI drafted in the selected time range.
Draft outcomes — every draft lands in one of four buckets: approved as-is, edited, then sent (an agent changed the wording before sending it), rejected, or pending review.
AI approval rate — the share of decided drafts that were approved or edited-then-sent. An edited-then-sent draft still counts as approved here — the agent chose to send the AI's draft, just with changes. Drafts still awaiting review are excluded from this rate, so it only reflects drafts an agent has actually acted on.
AI drafts per day — a daily count of drafts generated, so you can see volume over time.
Approval rate over time — the daily approval rate as a trend line, so you can see whether AI quality is improving or slipping.
Top rejection reasons — when an agent rejects a draft, they pick a reason (wrong information, wrong tone, too long, missing detail, hallucinated, didn't use tools, or other). This list ranks those reasons by how often they come up, so you know what to fix first.

Advanced Analytics has its own range selector (7 / 30 / 90 days) — separate from the visitor-analytics range above — and AI performance always follows it, along with the same Growth plan and above gating as the rest of Advanced Analytics.

Ask about your numbers

Advanced Analytics has an Ask box: a question in ordinary words, answered from your own data.

It reads only aggregate figures, never the text of any conversation, and it can only see this organization's numbers. Every figure it gives comes from the same queries that draw the charts above it.

The important part is what it does when it cannot answer. Ask it whether customers are more frustrated than last year and it will tell you that tag-based sentiment only starts on the day tagging was switched on for you, rather than inventing a trend. It is built to refuse rather than guess, because a wrong answer here would read exactly like a right one.

Good questions to start with:

Which tags are growing this week?
What is driving our slowest resolutions?
Which channel got busier recently?
What did the AI get wrong most often last month?
How many people asked about refunds?

Questions about what customers wrote are matched by meaning, not spelling, so a customer writing "money back" is counted by a search for refunds, and so is one writing in another language. It says which method it used; for a conversation not yet indexed it falls back to a literal word match and tells you so.

It compares periods by rate rather than raw totals, so a 30-day window and a 7-day one are put on the same footing and it says which dates each side covers.

Analytics

AI performance

Ask about your numbers

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