Give your bot a day or two of real chats before you expect much here. Insights
fills up as visitors talk to it, so a brand-new agent looks quiet at first.
How the page reads
Insights is laid out top to bottom, so you read it action-first – fix problems, then check the numbers, then dig into the detail.What needs attention
The first thing you see is up to 5 issues the AI picked out for you – things like a topic visitors keep asking about that your bot can’t answer, or a run of unhappy ratings. Each item has a view chats link that opens those exact conversations in your Inbox. A quiet day reads “Nothing urgent today.”The numbers
Next come the stat cards – total chats, how many were real questions, how many your bot answered, and more. Each card shows a trend arrow comparing this period to the one before. Below the cards, two charts plot conversations over time and answered vs couldn’t answer so you can see the movement.Answered vs couldn’t answer
This is the most useful part for improving your bot. It’s an action list with two sides: questions your bot answered well, and questions it couldn’t answer yet – grouped into short themes, most common first. Each unanswered theme comes with a tip on how to fix it.Where it’s happening
The detail section breaks chats down by topic, channel, country, and sentiment (how happy visitors were), plus a busy-times grid showing when people chat most. A travel agency might learn most questions land on weekends.Things to try
Alongside the attention list, the AI suggests up to 3 things to try – ranked, practical ideas to improve your bot. For example, “Add a refunds page to your Knowledge Base.” Treat them as a short to-do list.The attention list and things to try are written by AI, so generating them uses
a small amount of your Balance, like other AI tasks. See
How Pricing Works.
Your daily insights email
You also get a short daily insights email covering all your agents. It sums up yesterday in a few lines: what needs attention, a handful of key numbers, and one thing to try. It’s a quick way to keep an eye on things without opening the dashboard.Next steps
Every number explained
What each stat means, in plain English.
Answered vs couldn't answer
Find the questions your bot misses and fix them.