Conversation analytics
Chatbot conversation analytics: ask a question, get a chart
Type "How many chats asked about refunds last month, by country?" and get a short answer, a chart and the numbers behind it. Around it: a dashboard of outcomes, topic and sentiment labels on every conversation, and a daily list of the questions your agent struggled with.
Transcripts pile up faster than anyone can read them
A busy agent has hundreds of conversations a week. Reading them tells you what people ask, but not how many ask it, where they come from or whether things are getting better. Exporting to a spreadsheet takes an afternoon, and by then the question has changed. intoCHAT counts what happened in every chat, labels what it was about, and lets you ask about the numbers in your own words.
What conversation analytics gives you
From a single number to a to-do list for your knowledge, without writing a query.
Questions in plain language
Ask about conversations, leads, hand-offs, live chats, ratings, CSAT, unanswered questions, content gaps or sentiment, split by day, topic, country, start page, outcome or agent.
The right chart for each answer
A single number, a line over time, bars with the biggest first, a pie or a table. A switch shows every value, and How this was calculated shows how your question was read.
Topics and sentiment on every chat
Topic analysis labels each conversation with up to two of your topics, an optional subtopic, and whether the visitor came across as positive, neutral or negative.
A to-do list for your knowledge
Questions to improve collects, once a day, the questions your agent answered with low confidence, found nothing for, or got a thumbs down on, with repeats counted together.
Visitor messages stay out of the answer
The short answer is written from the totals only. Visitor messages are never sent to the AI for it, and a search for a word visitors used runs in intoCHAT's own database.
How it works
Turn on topic analysis
On an agent's Conversations tab, switch on Topic analysis and add up to 15 topics, or click Suggest topics. Each night, conversations that have gone quiet are labelled with topics and sentiment.
Follow the dashboard
The Dashboard shows conversations, visitor messages, leads and outcomes for 7, 30 or 90 days, compared with the period before, and a treemap of topics shaded by their share of negative conversations.
Ask what you want to know
On Pro or Enterprise, open Ask, type a question of up to 300 characters, and read the answer, the chart and how it was calculated. Your past questions stay listed so you can re-run them.
Fix what visitors miss
Open Questions to improve on the Knowledge tab, write an answer with Improve and click Save and train. The question moves to Resolved, and comes back if visitors keep getting weak replies.
Inside conversation analytics
Ask your conversations
Pro: 100 questions a day per account. Enterprise: 500. Questions reach back up to 6 months and don't use your plan's messages.
Periods the way you say them
"Last 7 days", "last month", "in August" or "since May". Without a period, a question covers the last 30 days. Days are UTC days and weeks start on Monday.
Find chats by a word
Narrow a question to chats that mention a word, such as "shipping", and see the 20 most recent matching conversations, each one click away.
Outcomes on the dashboard
Converted share, new leads, form submissions, hand-offs, button clicks, rated helpful and low-confidence replies, each compared with the previous period.
Topics, subtopics and sentiment
Up to 15 topics with up to 8 subtopics each. Up to 500 conversations per agent are labelled each night, at no extra cost and without using messages.
Questions to improve
Low confidence, no knowledge found or rated not helpful, grouped so that "What are your shipping costs?" and "Shipping costs, please" count as one question.
Weekly insights email
Last week against the week before, for each agent: conversations, leads, hand-offs, ratings, the low-confidence share, top topics and open questions to improve.
Filters and CSV export
Filter transcripts by topic, sentiment, country, low confidence or thumbs down, and export them to CSV with topics, sentiment and confidence included.
Frequently asked questions
What is chatbot conversation analytics?
It is reporting on what happens in your chatbot's conversations: how many there are, what they are about, how visitors felt and what they led to, such as leads or hand-offs. In intoCHAT it covers the dashboard, topic and sentiment labels, Questions to improve, and Ask, which answers questions about those numbers in plain language.
What kinds of questions can I ask?
Questions about conversations, visitor messages, leads, hand-offs, live chats, average CSAT, thumbs-up and thumbs-down rates, unanswered questions, content gaps and sentiment share. For example: "Which pages start the most hand-offs?", "Show negative chats per week since May" or "Average CSAT by agent over the last 90 days". Ask can't answer questions about revenue, a visitor's details, what was said in a chat or why something happened; it shows what can be asked instead.
Are my visitors' messages sent to the AI when I ask a question?
No. Your question goes to OpenAI 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 a fixed list of measures, splits and filters and runs its own queries. The short answer is written from the totals only, meaning labels such as countries, topics, pages and dates, and the numbers. Topic analysis is separate: it reads transcripts at night, and OpenAI processes them, as it does chats.
Which plans include conversation analytics?
The dashboard, topic and sentiment analysis, Questions to improve and the daily and weekly emails are on every plan. Ask your conversations is part of Pro, with 100 questions a day per account, and Enterprise, with 500. The count starts again at midnight UTC, and questions don't use your plan's messages.
How far back can a question go?
Six months. A period that starts earlier is shortened to the last 6 months, and the answer says so. 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.
How accurate are topics and sentiment?
They are a model's reading of each chat and can be wrong now and then. The model may only pick topics from your list, and a conversation that fits none is labelled Other. Each conversation is labelled once, after 30 quiet minutes, and changing the list only affects conversations labelled from then on.
Who on my team can use Ask?
Everyone with at least View on Analytics. A member limited to selected agents only gets answers about those agents, and each person sees only their own past questions. Opening a matching conversation also needs access to Conversations.
Find out what your visitors really ask
Create your agent free, switch on topic analysis, and upgrade to Pro when you want to ask your conversations questions in plain language.
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