Insights
Insights
Section titled “Insights”Insights is your space for analyzing conversations and understanding what your users are talking about — all in one place.
Analytics
Section titled “Analytics”The Analytics section provides an overview of your AI Agent’s performance, summarizing key metrics about conversations, messages, and user activity.
Let’s break down what each metric on the page represents.
Conversations
Section titled “Conversations”- Conversations: The total number of conversations handled by your AI Agent during the selected time period.
- AI Messages per Conversation: The average number of AI-generated responses per conversation.
- Transferred to Human Agent: The percentage of conversations escalated to a human agent.
Messages
Section titled “Messages”- Total number of Messages: The combined total of user and AI-generated messages.
- AI-generated Messages: Total number of messages sent by the AI Agent.
- Your Users Talk In: A pie chart showing the languages your users use to communicate with the AI Agent, such as English, Spanish, or Indonesian.
- Your Users Talk Via: A chart that shows which channels your users use to interact with the AI Agent (e.g., Public Link, Preview, Widget).
- Messages per Weekday: A bar graph displaying the number of messages sent on each day of the week.
- Messages per Hour: A graph showing the number of messages exchanged at different times of the day, helping you identify peak activity hours.
This dashboard helps you monitor and analyze the performance of your AI Agent, providing valuable insights to improve user interactions.
Topics
Section titled “Topics”Listening to your users is key, but doing it at scale isn’t easy.
Topics are designed to help you track, analyze, and act on the main subjects discussed in your chats — without getting lost in the details.
What are Topics?
Section titled “What are Topics?”Topics let you define and monitor conversation subjects you care about.
Our AI automatically analyzes every chat, categorizes relevant conversations, and helps you see the big picture at a glance.
Here’s how Topics can help you:
- Know the key subjects: Instantly see what your users are talking about most — like shipping, product feedback, or common questions.
- Measure the impact of changes: Launched a new feature or policy? Track how it shows up in your conversations.
- Spot trends over time: Notice patterns, such as a spike in “pricing” questions or recurring pain points during holidays.
How to use Topics
Section titled “How to use Topics”To get started, go to the Insights page from the sidebar and click the Manage Topics tab.
- Add Topics: Enter the topics you want to track (e.g., “Shipping,” “Pricing,” “Returns”) and add descriptions for extra context.
- Automatic Tagging: From now on, the AI will assign your Topics to relevant conversations as they come in.
You’ll see which topics are most common, and can dive into specific conversations for deeper insights.
Imagine knowing at a glance that your new return policy reduced customer confusion by 30%, or spotting a quiet increase in “pricing” questions before it becomes a bigger issue.
Topics give you actionable data — not just numbers, but insights you can use.
Ready to start?
Section titled “Ready to start?”Topics are available on the Professional and Business plans.
Enable them today and see what you uncover!
Got feedback or ideas for improving Topics? We’d love to hear from you — reach out directly to Patryk, our Product Lead.
We’re actively building new features for Insights. Stay tuned for more ways to explore your data and drive better decisions!