Analytics and metrics
Your customers are telling you what your website is missing. This is where you read it.
On this page
Conversations
Every chat and voice session, searchable by keyword and filterable by date. Open one to read the full transcript, including which sources the bot cited and any thumbs-up/down feedback the customer left.
Export everything to CSV for your own analysis, or pull it through the API.
Analytics
- Messages per day over the last 30 days.
- Top questions — what customers actually ask, ranked.
- Unanswered rate — how often your bot had nothing relevant to say.
- Feedback — thumbs up vs. down.
- Sessions — total conversations and average length.
The unanswered rate is the number that matters
Use the unanswered rate as a signal to investigate possible knowledge gaps. It is based on recognized fallback wording and may not identify every custom or translated fallback. Verify the source conversations before drawing conclusions. Read them, then either add the content to your site (and resync) or add a Custom Response.
Want them pushed to you in real time? Subscribe to the message.unanswered webhook.
Per-bot scoping
Conversations and analytics always reflect the bot selected in the sidebar. Switch bots to compare how each one is performing.
For location reports, see Country and regional analytics. For scheduled digests, see Chat summaries. The regular REST and MCP analytics operation returns aggregate metrics, not these additional reports.
Message counting
One message = one AI answer. Your customers' questions, greetings, and the welcome message are free. Messages sent through the API and the Playground count the same as widget messages.