Insights is your space for analyzing conversations and understanding what your users are talking about at scale.
Open Conversations → Insights to analyze conversations and understand what your users are talking about at scale.
Tabs in Insights
- Analytics: top-level conversation and message volume, channel and language breakdowns, time-of-day/day-of-week activity.
- Advanced: distribution over time for resolution, sentiment, AI-detected topics, custom topics, and link tracking, plus Time to First Response and CSAT.
- AI Insights: a conversation feed with Market Insights, Alerts, Flagged, and All filters.
- AI-Assisted Revenue: orders attributed to your AI Agent. This tab appears for Agents with a connected store or previously attributed orders.
- Article Usage: which Knowledge Base articles your AI Agent relies on most when answering, with usage trends and real conversation examples.
- Conversation Rating: end-of-chat feedback from users and its configuration.
- Manage Topics: create and edit Topics you want to track.
- Manage Alerts: configure which conversations should trigger an alert.