Analytics and optimization
Every chatbot has its own Dashboard. It is grouped into cards: Product Engagement (only shown when Enable ecommerce is on), Chat Engagement, trend charts, and breakdowns.
Most cards show figures for the period selected at the top of the page. Two do not — they are noted below.
Chat Engagement
| Metric | What it counts |
|---|---|
| Chat Sessions | Unique chat sessions in the period |
| Avg Messages | Messages per visitor |
| Messages | Total chat activity in the period |
| Purchase Chat % | Share of chat sessions with a Buy Now action |
| Engaged Session Rate | Share of sessions with 3 or more messages |
| Predefined replies | Count of canned, smart, no-products and order-info replies. All-time and across all chatbots — not limited to the period or the chatbot you are viewing |
Product Engagement
Shown only when Enable ecommerce is on.
| Metric | What it counts |
|---|---|
| Buy Now actions | Buy Now clicks on product cards in the period |
| Conversion Rate | Buy Now clicks as a share of product-related chats |
| Chats with Products | Conversations where the AI answered with product suggestions |
| Users triggered ‘Ask AI’ | Clicks on the Ask AI button on a product card |
| Catalog Coverage | Of the products the AI wanted to suggest, the share that existed in your catalog. All-time and across all chatbots — not limited to the period or the chatbot you are viewing |
A separate card compares Ask AI clicks with Buy Now clicks: of the visitors who asked for more detail, how many went on to the product page.
Breakdowns and trends
- Language Distribution — which languages visitors actually write in
- Session Duration — how long conversations last
- Device Types — desktop, tablet, mobile
- Top 10 most suggested Products, Top 10 Products shown the most (impressions), and Top 10 Buy Now click/tap actions
- Chat Activity Trends and Product Engagement Trends, with a Last 7 Days versus Previous 7 Days comparison
A weekly review
- Compare Last 7 Days with Previous 7 Days.
- Open Top 10 most suggested Products and Top 10 Buy Now click/tap actions. Products that appear in the first list but not the second are worth reading in your feed: check whether the description says what the product is for.
- Open Chat conversations and look for sessions that produced no product suggestions. Those are questions your catalog did not answer.
- Change one thing: a product description, a missing category, a canned response, or the What does your website sell/do? field in Site info.
- Check the same figures next week.
Where to look when a number is low
- Low Chats with Products — check your search strategy and whether products were imported for the language the visitor is using. See Product recommendation settings.
- Low Conversion Rate — products appear but visitors do not click through. Titles, descriptions, and images in your feed are the usual place to look.
- Low Catalog Coverage — the AI is naming products that are not in your catalog. Because this figure is all-time and account-wide, treat it as a slow indicator rather than something that reacts to a change you made today.
- Low Engaged Session Rate — conversations stop before the third message. The welcome message and the attention popup are worth rewriting first. See Chatbot and error messages.
Change one thing at a time
Changes to instructions, responses, or product data can move several figures at once. Changing one thing and waiting a week makes it possible to attribute the difference.
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