📈Analytics
Analytics gives you detailed reports on your conversations, messages, bots, and channels. Use it to see how much volume you have, how fast you (or the bot) reply, how much the bot is handling, and how performance varies by channel or time. This page explains what you’ll typically see and how to use it; exact names and layout depend on your app version.
How to open Analytics
In the left sidebar, click Analytics. You may see a main overview and sub-pages (e.g. by channel: WhatsApp, SMS, RCS, Email) for channel-specific metrics.
Time range and filters
Time range — Choose a period (e.g. Last 24 Hours, Last 7 Days, Last 30 Days, Last 90 Days). All numbers and charts on the page use this range.
Filters — You may be able to filter by:
Bot — See metrics for one bot or "All bots."
Campaign / channel — e.g. Web Chat, WhatsApp, Messenger.
Date range — Custom start and end date.
Use these to answer questions like "How did WhatsApp perform last month?" or "Which bot handled the most conversations?"
What you’ll typically see
KPI cards (summary numbers)
Common metrics include:
Total conversations
Number of conversations in the selected period.
Total messages
Number of messages sent and received (bot + agents + customers).
Average duration
Average length of a conversation (e.g. time from first to last message).
Bot automation rate
Percentage of messages (or conversations) handled by the bot without a human. Higher often means the bot is doing more of the work.
Automation health score
A score or indicator of how well the bot is performing (e.g. resolution rate, drop-off).
Response time
How quickly you or the bot reply (e.g. average time to first response).
Revenue intelligence
If your plan supports it, high-level revenue-related metrics tied to conversations.
Hovering or clicking a KPI may show a tooltip or short explanation. Use these numbers to spot trends (e.g. automation rate going down might mean more complex questions or a flow that needs tuning).
Charts
Volume over time — Line or bar chart of conversations or messages per day (or hour). Helps you see busy days, spikes, or drops.
By channel — Breakdown of volume or performance by platform (Web Chat, WhatsApp, etc.). Use it to see which channels drive the most traffic.
By bot — Which bots handled the most conversations or had the best automation rate.
By agent — If your plan tracks agent performance, you may see tables or charts per agent (response time, volume, etc.).
Status distribution — How many conversations ended in a given status (e.g. resolved, open, transferred).
Tables
Bot performance table — Bots listed with metrics (e.g. conversations, automation rate, rating). You may be able to sort by column or open a bot’s detail.
Agent performance — Similar table for human agents (conversations handled, average response time, etc.) if the feature is available.
Export
Some pages offer Export (e.g. CSV or PDF) for reports. Use it to share with your team or to analyze data in a spreadsheet.
How to use Analytics
Weekly review — Check total conversations and messages, and bot automation rate. If automation drops, look at which bot or channel changed and adjust the flow or fix a disconnected channel.
Channel comparison — Use the by-channel view to see which platforms bring the most volume and whether response times or automation differ. Invest in improving the busiest or most problematic channel.
Bot tuning — Use the bot performance table and automation health to find bots that underperform (e.g. low automation or many drop-offs). Then open that bot in the Workflow Builder and improve the flow (e.g. add options, clarify messages, or add a handoff).
Response time — If "time to first response" or "average duration" is high, consider more bot automation or more agents so customers get a faster reply.
Analytics sub-pages (by channel)
If your sidebar shows Analytics with sub-items (e.g. WhatsApp, SMS, RCS, Email), those pages usually show the same type of metrics but filtered for that channel. Use them when you care specifically about one channel’s performance (e.g. WhatsApp only).
If numbers look wrong or missing
Time range — Ensure the selected range includes the period you care about. Try "Last 30 Days" or "Last 90 Days" to see if data appears.
New account — Right after connecting a channel or creating a bot, there may be little or no data. Wait for conversations to come in.
Permissions — Some roles may have limited access to Analytics. If you don’t see a section, ask your admin.
For a quick daily overview instead of deep reports, use the Dashboard. For improving flows based on what you see, see Keep improving your flows.
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