Open Live chat → Reports. Choose 7 days, 30 days, or 90 days. The default is 30.
The numbers
- Conversations: chats started.
- AI answers: answers the AI gave.
- Resolved by AI: chats the AI answered with no person needed and no thumbs down.
- Chats the AI handled alone.
- Handed to a person: the share of chats that went to your team, including messages left offline.
- Median first reply: the time from hand-off to your team's first reply.
- Offline messages: messages left while nobody was available.
- Thumbs up: the share of ratings that were a thumbs up.
Visitors rate answers with Was this helpful? after each AI answer, and rate the whole chat when it ends.
Charts and lists
- Conversations per day.
- How the AI answered: from your site, a general answer, not sure, off topic, or an emergency reply.
- Questions your site couldn't answer. Click Add to your instructions to give the AI the answer next time.
- Pages chats start on.
- Busiest hours.