---
title: "See what customers ask with analytics"
description: "Use your bot's Overview tab to see usage, conversation topics, customer sentiment, engagement, the most common questions and AI recommendations."
canonical_url: "https://chatthing.ai/docs/manage/analytics"
last_updated: "2026-09-25"
---

# See what customers ask with analytics

**Available on:** Pro, Enterprise plans.

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.

> **Plan requirements**
>
> The usage figures and chart are on every plan. Topic analysis, sentiment, engagement insights, common questions and recommendations need the **Pro** or **Enterprise** plan. On other plans these sections show a preview with an upgrade button.

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](https://chatthing.ai/docs/manage/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](https://chatthing.ai/docs/manage/conversations#search-and-filter).

## Engagement

**Engagement Insights** shows:

| Metric | Meaning |
| --- | --- |
| **Avg Messages/Conv** | Average number of messages in a conversation |
| **Avg Chats/Day** | Average number of conversations a day |
| **Resolution Rate** | Share of conversations that were resolved |
| **Avg Duration** | Average active time in a conversation |

**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](https://chatthing.ai/docs/knowledge) or [instructions](https://chatthing.ai/docs/bot-settings/instructions). See [Improve your bot's answers](https://chatthing.ai/docs/improve/improve-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**](https://app.chatthing.ai/app/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](https://chatthing.ai/docs/account/plans).

## Related

- [Review customer conversations](https://chatthing.ai/docs/manage/conversations): Find, filter and read every conversation your bots have with customers, see AI summaries and user details, and share or download transcripts.
- [Improve your bot's answers](https://chatthing.ai/docs/improve/improve-answers): Fix a bot that says "I don't know", gives wrong or made-up answers, goes off-topic, rambles, forgets context or replies in the wrong language.
- [Message tokens and what happens when you run out](https://chatthing.ai/docs/account/message-tokens): What message tokens are, how each message is counted, how model multipliers work, when tokens reset, and what happens when your team runs out.