Analytics, rebuilt from the ground up

The overview opens with five KPIs — conversations, messages, AI resolution rate, transferred to human, and CSAT — and every number compares itself against the previous period of the same length, so you see direction, not just totals. Below the tiles, the period breaks down into conversations per day, a resolution breakdown, busiest weekdays and hours, channels, languages, countries, devices, and a table of the pages on your site where conversations start.

Topics clusters every conversation into the themes customers actually talk about, ranked by volume — no manual tagging. AI Insights is an automated feed that reads your conversations overnight and flags what deserves attention: anomalies, recurring complaints, opportunities.

At the bottom of AI Insights, Knowledge Gapslists the questions your AI couldn't answer, grouped into topics, each with an Add answer → retrainaction that drafts a knowledge base article and retrains the agent in one step — and a before/after trend once it's published.

Sentiment tracks how conversations feel over time. Ratings collects end-of-chat CSAT — scores out of five, the reasons behind every thumbs-down, and written feedback. Team shows response and resolution performance for your human agents after handoff.