Analytics

The Analytics area shows you how people are using your chat: how often it appears, how many conversations it starts, what shoppers ask about, which products get clicked, and where the assistant is staying on-brand. It's split into three views — an at-a-glance performance dashboard, deeper conversation insights, and an AI assistant you can ask questions in plain language.

Every view respects a date range you choose at the top right. By default it shows the last 30 days. Use the date picker to change the window — the charts and tables update to match.

Screenshotthe Analytics area for a chat, showing the date range picker in the top-right corner

Overview dashboard

The main dashboard summarizes performance with a row of headline numbers followed by charts and a product table.

The number cards across the top cover:

• Loads (or Views for a full-page chat) — how many times the chat appeared.
• Views — how often shoppers could actually see the widget. Switch this card to View Rate to see it as a percentage of loads.
• Engagements — how many times shoppers actively interacted. Switch to Engagement Rate for the percentage.
• Messages — messages sent by shoppers. This card also offers Total Messages, AI Messages, and Avg. Messages per conversation.
• Redirects — how many times a shopper clicked a recommended product. Switch to Redirect Rate for the percentage.

Below the cards:

• Data Over Time — a line chart trending loads, views, engagements, and product clicks. Use the filter button to show or hide individual lines.
• Avg. Messages — a bar chart of average messages per conversation over time.
• Top Products — a table of products with their Views, Clicks, and CTR %. Filter it by All Products, Recommended, Welcome Products, or Fallback Products, and use the download button to export the list as a CSV.
• Device Usage — a breakdown of activity by mobile, desktop, and tablet. Switch it between Loads, Messages, and Redirects.

Screenshotthe Overview dashboard showing the KPI cards, Data Over Time chart, and Top Products table

Insights

The Insights view analyzes the actual conversations shoppers had. A line at the top tells you how many conversations were analyzed (and notes when the sample was limited). Use the refresh button to re-run the analysis.

• Key Insights — a short list of plain-language takeaways drawn from recent conversations.
• Top User Questions — the questions shoppers ask most, with how often each came up, followed by the assistant's most common responses VerifyTop Assistant Responses.
• Top themes with users — a table of the topics shoppers bring up, with a donut chart summarizing the top few. For each theme you see the number of Conversations (and its share of the total), Avg messages per conversation, and Click rate. Click any column heading to sort by it. Note that one conversation can touch several themes.
• Brand Alignment & Trust — a check on how well the assistant stays on-topic and handles sensitive requests, based on a sample of conversations. Summary chips show the share of conversations that were Off-topic and Risky / Explicit, plus how often off-topic questions were redirected and risky ones were refused. Tables below break these down by Off-topic themes and Risky categories. Expand Off-topic examples or Risky conversation examples to read individual exchanges, each tagged Handled well or Needs attention. Use the refresh button to regenerate this analysis.

Screenshotthe Insights view showing the Top themes table with its donut chart and the Brand Alignment & Trust section

Ask AI

The Ask AI view lets you ask questions about your chat's performance and get answers in plain language, with suggestions you can act on. When it's empty, it offers a few starter prompts such as "What topics come up most in conversations?" and "What's the biggest thing I should fix right now?" — click one, or type your own question in the box at the bottom and press Enter or the send button.

Answers can include charts, and a Sources row of links to the specific conversations behind the answer — click one to open that conversation. When the assistant suggests a change to your chat's settings, it appears as a card you can apply or dismiss, and follow-up suggestions appear as buttons you can click to continue. You can also attach a product feed CSV using the paperclip button.

If a conversation gets long, use Start fresh to clear it and begin again.

Screenshotthe Ask AI view showing the starter prompt cards and the message input box