# Ask your conversations in plain language

> Ask a question about your agents' conversations, such as how many chats asked about refunds last month by country, and get a short answer with a chart, from the last 6 months of data.

**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

| Measure | What is counted |
|---|---|
| **Conversations** | Conversations started, by the day each started. |
| **Visitor messages** | Messages visitors sent. Your agents' replies aren't counted. |
| **Leads** | New leads, by the day the visitor first gave their details. |
| **Hand-offs** | Conversations handed off to your team by email. See [Hand-off by email](/en/docs/handoff). |
| **Live chats** | Conversations a person took over in [live chat](/en/docs/live-chat). |
| **Average CSAT** | The average live chat rating (1 to 5) visitors gave. |
| **Thumbs-up rate** and **thumbs-down rate** | The share of rated replies that visitors rated helpful or not helpful. |
| **Unanswered questions** | Replies given with little or no knowledge behind them (confidence below 0.5). |
| **Content gaps** | Questions listed under [Questions to improve](/en/docs/text-and-qa#questions-to-improve), by the day each was first seen. |
| **Sentiment share** | The share of analysed conversations that were positive, neutral or negative. |

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](/en/docs/conversations-and-dashboard#topics-and-sentiment). 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](/en/docs/team).

## 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.