Ask your conversations in plain language

Ask answers questions about your conversations in plain language. Type "How many chats asked about refunds last month, by country?" and you get a short answer, a chart and the numbers behind it. It covers the last 6 months and is part of the Pro and Enterprise plans.

Where to find it

• Ask in the sidebar, or Ask your conversations next to the agent filter in the dashboard's Outcomes section.
• On an agent's Conversations tab, the Ask your conversations card under topic analysis opens Ask for that agent.

The Agent menu above the question box switches between All agents and one agent. With one agent picked, every question is about that agent only.

Ask a question

1. Type your question in Your question (up to 300 characters) and press Ask or Enter. You can also click one of the example questions.
2. Read the answer: one to three sentences, the period it covers, and a chart.
3. Open How this was calculated to see how intoCHAT read your question: what was counted, how it was split, the period, the agents and any filters.

The chart button with the table icon switches between the chart and a table with every value.

What you can ask about

You can split the answer by day, week, month, topic, subtopic, sentiment, country, channel (widget, Slack, email), start page (the page the chat started on), outcome or agent.

Outcome puts each conversation in one group: Live chat if a person took it over, otherwise Hand-off if it was handed off by email, otherwise Lead or form if it produced a lead or a form submission, otherwise No lead or hand-off.

You can narrow a question to agents, a topic (and subtopic), a sentiment, a channel, a country, or a word visitors used, for example "chats that mention shipping". A word matches any visitor message that contains it, in any case, and is 2 to 60 characters long.

Topics, subtopics and sentiment come from topic analysis. Conversations it hasn't labelled yet aren't in a split by topic or sentiment. A conversation can have two topics, so it can count under both.

Content gaps can only be split by day, week, month or agent, and narrowed to agents.

Examples

• How many chats asked about refunds last month, by country?
• Which pages start the most hand-offs?
• Show negative chats per week since May
• What share of replies got a thumbs down each month?
• Average CSAT by agent over the last 90 days
• Leads per week by channel in the last 3 months

Charts

intoCHAT picks the chart that fits the answer:

• A number when there is no split.
• A line for a split by day, week or month, or columns if you ask for a bar chart.
• Bars for a split by anything else, biggest first.
• A pie when you ask for one and the answer is a count split into groups. It shows the 4 biggest groups and puts the rest in Other.
• A table when you ask for a table or a list.

When a question uses a word visitors used, Matching conversations lists the 20 most recent conversations in the period where a visitor message contains it, with the agent, country, channel and date. Click one to open it on the agent's Conversations tab.

Questions it can't answer

Ask only works with the measures, splits and filters above. When a question needs something else, such as revenue, a visitor's details, what was said in a chat or a reason why, you see what can be asked and four example questions instead of an answer.

Periods

• Without a period, a question covers the last 30 days, today included.
• "Last 7 days" or "the past 3 months" count back from today. "Last month", "in August" or "since May" use those calendar dates.
• A question can reach back 6 months. A period that starts earlier is shortened to the last 6 months, and the answer says so. A period that ends more than 6 months ago can't be answered.
• Days are UTC days, and weeks start on Monday.

Your past questions

Your past questions lists the last 20 questions you asked in this account, newest first, each once. Re-run runs one again with the same reading: a question about "the last 30 days" then covers the 30 days up to today. Each person on your team sees only their own questions.

Plans and limits

• Ask is part of Pro and Enterprise. On Free and Starter, the page shows Ask your conversations is included from Pro with a See plans button.
• An account can ask 100 questions a day on Pro and 500 on Enterprise, everyone on the team together. The count starts again at midnight UTC. A re-run counts as a question, and so does a question that can't be answered. The page shows how many have been asked today.
• Questions don't use your plan's messages.
• A split shows at most its 25 biggest groups. A split by day, week or month shows every day, week or month in the period.

Who can use it

Everyone on your team with at least View on Analytics can ask questions. A member limited to selected agents only gets answers about those agents. Opening a matching conversation needs access to Conversations. See Team members and roles.

Privacy

• Your question goes to the AI provider intoCHAT uses for answers (OpenAI), together with the names of your agents and your topic labels, so it can be turned into a query. The AI never writes database queries: intoCHAT checks its reading against the fixed list of measures, splits and filters above and runs its own queries.
• The short answer is written from the totals only: labels such as countries, topics, pages and dates, and the numbers. Visitor messages are never sent to the AI for it.
• A search for a word visitors used runs in intoCHAT's database.
• Your questions are saved with how they were read, so you can run them again.