See what customers ask with analytics

Analytics show how customers use your bot: what they ask about, how they feel, and where the bot could do better. They're on each bot's Overview tab, and are worked out automatically from your conversations.

Owners, admins and viewers can see a bot's Overview. Analytics don't use your message tokens.

Usage (all plans)

At the top of the Overview tab:

• Conversations this month, Message tokens this month and Storage tokens this month for this bot. The arrow on the conversations card opens this bot's conversations.
• A Usage chart of conversations, messages, message tokens and storage tokens over time. Turn on Cumulative to see running totals.

Use the arrows next to the month to move between months. Usage, Topic Analysis, Sentiment Analysis and Engagement Insights follow the selected month.

Topics

Topic Analysis groups conversations by what they're about.

• Top Conversation Topics lists the most common topics with the number and share of conversations. Select a topic to see its conversations.
• Trending Topics Over Time shows how each topic changes week by week.

Manage topics

Owners and admins can select Manage Topics to:

• Add a topic with Add New Topic, giving it a Topic Name, an optional description and a Color.
• Edit, turn off or merge existing topics.
• Turn AI Auto-Generation on or off in Settings, to let Chat Thing discover topics from your conversations.

A bot can have up to 10 topics.

Sentiment

Sentiment Analysis shows how customers feel.

• Overall Sentiment: the split of positive, neutral and negative conversations.
• Sentiment Trends: how sentiment changes over time.
• User Emotions: specific emotions such as curious, satisfied, confused or frustrated, with the number of conversations for each.

To read the conversations behind a result, use the Sentiment and Emotions filters in Conversations.

Engagement

Engagement Insights shows:

Engagement Trends charts messages per conversation and resolution rate over time.

Common questions

Common Questions groups similar customer questions and lists the Most Frequently Asked Questions, with each question's topic and how many times it was asked. Expand a question to see the conversations where it came up.

Use it to find gaps: if customers keep asking something the bot can't answer, add the answer to your knowledge or instructions. See Improve your bot's answers.

Recommendations

Actionable Recommendations are AI suggestions for improving your bot, based on patterns in your conversations. Each one has:

• A priority (high, medium, low or info).
• A description of the issue or opportunity.
• Impact: why it matters.
• Action: a specific change to make, such as updating your instructions or adding knowledge.
• How many conversations it's based on.

Recommendations also highlight what's working well, so you know what to keep.

Weekly analytics email

Team members on plans with analytics can receive a weekly email summarising each active bot's conversations, sentiment, common questions and recommendations. To turn it off, go to Account, find Email preferences, turn off Receive weekly analytics reports? and select Update email preferences.

Troubleshooting

The analytics sections are empty

Analytics are worked out about 10 minutes after a conversation's last message, and need some conversations in the selected month. Conversations with more than 50 messages aren't analysed.

I can see a preview with an upgrade button

Analytics need the Pro or Enterprise plan. See Compare plans.