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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

MetricWhat it means
ConversationsTotal chats in the time range. Every visitor who opened your bot and said something.
Question rateThe share of chats where the visitor actually asked something. The rest were greetings, menu taps, or idle browsing.
AnsweredOf those questions, how many your bot fully answered on its own. Higher is better.
Couldn’t answerQuestions your bot failed to handle. Lower is better – this is your fix-it list.
Handed to humansChats where you stepped in and took over from your bot.
Leads capturedChats where your bot collected an email or phone number.
Happy ratingsThe share of thumbs-up out of all the chats visitors rated.
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.