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Insights shows a row of stat cards at the top. Here’s what each one means, in plain English. None of them need any setup – your bot fills them in as visitors chat.

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The stat cards

Question rate matters because not every chat is a question. A dental clinic’s bot gets plenty of “hi” and “thanks” – those shouldn’t count for or against it. Question rate tells you how many chats had a real ask behind them.

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What counts as answered?

A chat counts as fully answered on its own only when all three of these are true:
  • The visitor asked a real question – not a greeting, a menu tap, or small talk.
  • Your bot resolved it – the question was actually handled by the end of the chat.
  • It was not handed to a human – your bot did it on its own.
Whether the question was answered is judged by the AI reading the chat (semantic) – not by the chat’s status. A closed or reopened chat doesn’t change the verdict; what was actually said does. This keeps the score honest. The answered and couldn’t answer rates are always measured against questions only – never against every chat. So a quiet day full of “hello” and window-shopping never makes your bot look worse than it is.

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About the trend arrows

Each stat card shows a small arrow. It compares the current period to the period just before it – the last 7 days against the 7 before, or the last 30 days against the 30 before. An up arrow on Answered is good news; an up arrow on Couldn’t answer means more questions are slipping through.

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Next steps

Answered vs couldn't answer

Turn the “couldn’t answer” number into a clear fix-it list.

Insights overview

See how the whole dashboard fits together.