Activity
Click a tab to see it day by day. The dashed gray line is the previous period. Today’s point is dashed too, because the day is still counting.
The arrow next to a number shows the change from the previous period. Hover over it to see the previous number.
Feedback
The share of rated replies that visitors marked helpful with a thumbs up, and how many thumbs up and down there were. Read the conversations with a thumbs down opens Conversations showing just those chats. Visitors can rate replies when Collect User Feedback is on in Appearance. When it’s off, the panel says so and links there.Sentiment
Each conversation is rated positive, neutral, or negative from what the visitor wrote. Click a row to open those conversations. Sentiment is checked every two hours, so the newest conversations wait a little before they’re counted here.Top countries and pages
Where visitors are, and the page they were on when they started chatting. Your agent’s shareable link and its Preview page are shown by name. Older conversations have no location or page details, so these lists can cover fewer conversations than the total.What’s counted
- Chats on your website and on your agent’s shareable link, and voice calls.
- Your own tests in the Playground and on the Preview page are left out. Click Include them at the bottom of the page to count them.
- WhatsApp, Messenger, Telegram, LINE, and email conversations aren’t counted here yet. You can read them in Conversations.
Use it to improve your agent
- Thumbs down or negative sentiment points to answers worth checking. Open the conversation and click Revise answer to fix it.
- A jump in conversations after a change, such as a new page on your website, shows that people find the chat.
- Pages people chat from shows where visitors have questions. Clear answers on those pages, or in your agent’s knowledge, help them faster.
Conversations
Read the chats behind the numbers.
Knowledge
Add the answers visitors are looking for.