Analytics shows how one chatbot is doing: how many people see it, how many start chatting, how many leave their details, when they visit and how happy they are with the answers. Use it to find out what’s working and where visitors drop off. For a view across all your chatbots, see the Dashboard.
Period and time zone#
Choose 7d, 30d or 90d at the top of the page. Every number is compared with the period just before it, so you can see whether things are going up or down. Dates and times are shown in your browser’s time zone, so a teammate in another country may see the busiest hour at a different time of day.
Headline numbers#
| Number | What it means |
|---|---|
| Visits | How many times the widget loaded on your website. |
| Conversations | Chats visitors started, also shown as a percentage of visits. |
| Messages | Messages exchanged, with the average per chat. |
| Leads | Conversations where the visitor gave an email, as a percentage of chats. |
| Answer rate | The share of chats the bot replied to. |
| Avg rating | The average end-of-chat rating, if you ask for ratings. |
The charts#
Daily activity
A day-by-day chart of Visits, Conversations and Leads. Use the toggles to show or hide each line. Click View as table to see the exact numbers for each day.
Satisfaction
Your average rating, how many ratings you received, and how they’re spread from low to high. Ratings come from the end of the chat; see End of chat to turn them on.
Peak hours
A heatmap of activity by day of the week and hour, with a summary such as “Busiest around Tue 14:00”. Handy for planning when someone should be ready to follow up leads.
Conversation quality
How quickly the first reply arrives, the average number of messages per chat, how many chats were resolved by the bot, and how many visitors came back. It also shows How chats ended:
- Answered — the visitor got their answers.
- Lead captured — the visitor left contact details.
- Escalated — reserved for handing chats over to a person, a feature planned for the future.
- Abandoned — the visitor left without a useful outcome.
Traffic sources and devices
Traffic sources lists the websites that sent the visitors who chatted. Devices splits visitors into desktop, mobile and tablet, which tells you how important it is to test on phones.
Conversion funnel#
The funnel shows how many visitors made it through each stage, so you can see where people drop off:
- Widget loaded — the chatbot appeared on a page.
- Launcher opened — the visitor clicked the launcher.
- Conversation started — the visitor sent a message.
- Contact details given — the visitor shared an email or phone number.
- Marked qualified — your team marked the conversation as qualified in Leads.
Export to Excel#
Click Export Excel to download the analytics for the selected period, with one row per day. The file is named after the period, for example analytics-30d.xlsx.
No data yet?#
A new chatbot shows “No traffic yet” until it’s live and visitors start chatting. If you’ve added the embed code and still see nothing, check Test and troubleshoot.