Conversation insights
Conversation insights show you how chats are flowing through your widgets, from volume and length to resolution and handoff rates.
Conversation insights tell you how customers are using your widgets and where the experience holds up or breaks down. Go to Insights → Conversations to open the page. Use it to spot trends, catch a spike before it becomes a problem, and find the topics that come up over and over.
What's on the page
The page is a set of charts and a topic cloud, all bounded by the date range you pick at the top right.
| Chart | What it shows |
|---|---|
| Volume over time | Conversations per hour, day, or week. |
| Average length | Average number of turns per conversation. |
| Resolution rate | Share of conversations the AI closed without handoff. |
| Handoff rate | Share that escalated to a human agent. |
| Response time | Median (p50) and 95th percentile (p95) reply latency. |
Below the charts, the topic cloud surfaces the most common subjects pulled from auto-tagging on each conversation. Click a topic to filter the underlying conversation list to just that subject.
Filters
Every chart on the page responds to the same set of filters in the top bar.
Filter by widget
Pick one or more widgets to narrow the view. Useful when you want to compare the marketing widget against the support widget.
Filter by channel
Split chat conversations from voice. Voice-only widgets behave very differently from text-only ones, so look at them separately when you're investigating response time.
Filter by language
If you serve customers in more than one language, you can see whether resolution rate is dropping in a specific one.
Filter by agent
For conversations that hit handoff, filter by the human agent who took over. Useful when you want to coach a specific teammate.
Filters compose. Pick "support widget", "voice", and "Spanish" together to look at a single combination — the charts and topic cloud update at once.
Reading the charts
A few quick notes on what to look for.
Volume vs. response time
If volume climbs while p95 response time stays flat, the AI is keeping up. If p95 spikes when volume does, you may want to attach more skills or tighten the persona so the AI is faster to commit to an answer.
Resolution rate vs. handoff rate
Resolution and handoff don't have to add to 100% — a chat can end with neither. A low resolution rate plus a low handoff rate usually means customers are giving up. Open Feedback to see whether they're rating those chats poorly.
Topic cloud
Topics that show up larger are also the ones worth writing better documents for. If "refund policy" dominates the cloud, that's the article to invest in.
Export the view
Click Export in the top right to download the current view as a CSV. The export respects your active date range and filters, so you can pull a clean weekly slice for a stakeholder report without massaging the file.
The CSV includes the per-conversation rows that back the charts: conversation ID, widget, channel, language, agent, turn count, response time, and resolution status.
From a chart to a single chat
When something interesting shows up on a chart, you usually want to read the conversations behind it.
Click into a bar or topic
Bars on the volume chart and tags in the topic cloud are clickable.
Jump to the conversation list
You land on Conversations with the matching filters already applied. See Conversations for what you can do from there.
Open a single chat
Click any row to open it. Working with a conversation walks through the detail page.