The Analytics page gives you deep insights into how your chatbot is performing. Unlike the Dashboard (which provides a high-level overview), Analytics lets you drill down into specific dimensions of chatbot activity.
Click Analytics in the sidebar to access the full analytics suite. Data is organized into tabs, each focusing on a different dimension of performance.
Analytics Tabs
Chats
Confidence
Topics
Shopify
WooCommerce
The Chats tab shows you the volume and trends of conversations over time.
- Conversation Volume: See how many chats are taking place daily, weekly, or monthly.
- Time Range Filtering: Narrow the data to a specific period using the date filter.
- Domain Filtering: If you have multiple domains, filter to see analytics for a specific chatbot.
This view is ideal for understanding peak usage times and measuring the impact of campaigns or content changes. The Confidence tab tracks how confident the AI is in the answers it provides.
- Confidence Scores: Every AI response is assigned a confidence score (a percentage indicating how well the AI matched the question to relevant Knowledge Base content).
- Low Confidence Alerts: Conversations where the AI scored below a certain threshold represent opportunities to improve your Knowledge Base.
This tab is one of the most powerful tools for continuously improving your chatbot’s quality. Low confidence scores point directly to gaps in your training data.
The Topics tab automatically categorizes conversations by subject matter.
- Topic Breakdown: See which topics your users are asking about most frequently.
- Trending Questions: Identify new or emerging topics so you can proactively update your Knowledge Base.
This is especially useful for prioritizing which content to add or update. Available when a Shopify integration is connected:
- Product Recommendations: See which products the chatbot recommends most often.
- Product Events: Track user interactions with products (views, clicks, add-to-cart events) that happen directly inside the chat widget.
Available when a WooCommerce integration is connected:
- Product Interactions: Monitor which WooCommerce products are being discussed in chat.
- Order Inquiries: Track how often users ask about order statuses.
- Coupon Activity: Track distribution and usage of chatbot-enabled coupons.
Satisfaction Ratings
Across all analytics views, satisfaction data from user ratings (thumbs up/thumbs down) is factored in. You can cross-reference satisfaction scores with specific topics or time periods to identify where the chatbot excels and where it needs improvement. 
