Analytics & exports
See how many conversations the assistant resolves, how satisfied visitors are, how fast your team responds, which questions need answers, and how much the chat sells.
- Last 7 days / Last 30 days / Last 90 days, with Conversations CSV and Leads CSV
- The KPI tiles: Conversations, Resolved by the assistant, Answers rated helpful, First response by your team
- Activity chart (Answers, Conversations, Person offered)
Period
Last 7 days, Last 30 days (default) or Last 90 days (days in UTC). Each key number shows the change "vs previous period", or "No earlier data to compare". The period is part of the page address (&aisup_days=7), so a view can be bookmarked. With no activity yet: "No conversations in this period yet."
Key numbers
| Tile | Meaning |
|---|---|
| Conversations | Chats in the period. |
| Resolved by the assistant | Conversations that didn't need the contact form. |
| Answers rated helpful | From visitor ratings. |
| First response by your team | Average time from a visitor asking for a person to your team's first reply. |
Charts and cards
- Activity: Answers, Conversations and Person offered per day. Show as table lists each day with Conversations, Answers, Person offered, Contact requests and Failed.
- How conversations ended: Assistant only, Person offered, Contact form.
- Answer quality: Cited your information, Served from cache (not billed), Basic answers (no AI) and Failed messages (red above 5%), with the reasons: "Provider not available (check AI Provider)", "Provider error or unusable reply", "Visitor message limit reached".
- Visitor satisfaction: average stars ("4.5 of 5 · 12 rated conversations") and Answers rated by visitors (Helpful / Not helpful). With ratings off it links to "Turn on ratings (Chat Widget → Engagement)".
- Your team: Waiting now, Average first response, Replied within 15 min (your First Response Target), Average time to resolve, and Open the Support Inbox.
- Most used information and, on shops, What shoppers ask for.
- Assisted sales (shops): Products shown → Added to cart → Paid orders (each with "% of previous"), and Assisted revenue.
- Questions to answer: questions the assistant couldn't answer from your information, with "Asked 3 times · last …". Add answer or Dismiss. See Self-learning.
CSV exports
| Export | Columns |
|---|---|
| Conversations CSV | Conversation, Started, Last activity, Status, Name, Email, Messages, Team member, Rating (1-5), Answers rated helpful, Last message |
| Leads CSV | Date, Name, Email, Conversation, Last message: one row per email address (its latest conversation), from any conversation where the visitor gave an email (lead form, contact form or live chat) |
Click Conversations CSV or Leads CSV in the Analytics toolbar. Up to 5000 rows, newest first, as support-conversations-YYYY-MM-DD.csv and support-leads-YYYY-MM-DD.csv. The files contain personal data, so store them carefully.
What analytics record
Under Privacy & Usage → Analytics Data, all on by default. Nothing here identifies a visitor.
Daily counts of conversations, answers, handoffs and failures, kept for 90 days.
Keeps the (redacted) questions the assistant couldn't answer, for Questions to answer. Kept as long as conversations (Delete Conversations After), not linked to any person.
Counts which of your catalog words (categories, tags, brands, attributes) visitors ask for, for 30 days, for What shoppers ask for. Other words are never kept.