/dashboard, or g then d) reports on your conversations: how many came in, how many the AI resolved alone, how fast your team answers, what customers rate you, what they ask about and where they were when they asked. Every teammate can see it.
Periods and days
Pick 7 days, 30 days or 90 days at the top. A period is that many calendar days ending today, counted in your browser’s time zone, so “today” starts at your midnight. Days are calculated correctly across daylight saving changes. A conversation belongs to the period it started in. Ratings belong to the day they were given, replies to the day they were sent. If a period has more than 20,000 conversations, the report covers the newest 20,000 and says so at the top.Conversations
The first card shows conversations per day as a stacked chart:
Hover a day to see its count in the card’s header. When the AI is off and had no conversations in the period, the chart shows one band, Conversations.
Under the chart are the headline numbers.
Conversations
The number of conversations that started in the period, with how many of them are resolved now. The arrow compares the total with the same number of days just before (for example, the 7 days before this week), as a percentage up or down. The note at the bottom of the card gives that earlier count.AI resolved
The share of the AI’s conversations that the AI resolved alone, with the counts (12 of 40 AI chats).- An AI conversation is one the AI answered at least once, or one the AI handed off (even if it handed off before answering, for example when the customer asked for a person straight away).
- Resolved by the AI means an AI conversation that was not handed off and where no teammate sent a public reply. It doesn’t depend on the conversation’s status: a chat the AI answered and the customer never came back to counts as resolved.
Handed off
The share of the AI’s conversations it handed to your team, with the counts. See Handoff for every reason the AI hands off. A conversation that reached the AI while AI replies were turned off went straight to the team. It’s neither an AI conversation nor a handoff; the footnote says how many there were. When AI replies are off and the AI had no conversations in the period, these two numbers are replaced by AI assistant: Off, with Turn it on. When it’s off now but had conversations earlier in the period, the numbers still show and the footnote says they’re from earlier.First response
The median time from a customer’s first message to your team’s first public reply, across conversations a teammate answered. Under it, 90% within is the time 90% of those first replies came within. Notes don’t count, and a teammate’s opening message from the Visitors page doesn’t count either: replies count from the customer’s first message on. The footnote also gives the AI’s median first answer time, measured the same way.CSAT
The share of 👍 among the ratings given in the period: 👍 ÷ (👍 + 👎). Under it are both counts. It reads No ratings when there were none. See Ratings.Top topics
The topics customers asked about in the period, most first, with a donut chart. For each topic:- the number of conversations and its share of the labelled ones,
- AI N%: of the topic’s AI conversations, the share the AI resolved alone (when the AI was on).
Pages where chats start
The pages customers were on when they sent their first message, most first (up to eight), with each page’s share. The widget sends the page with the first message; there’s no extra tracking. Pages are grouped so the list stays readable: the query string and# part are dropped, and parts of the path that look like IDs become :id. So /invoices/123 and /invoices/456 are both /invoices/:id. The footnote counts chats on pages not listed and chats with no page (for example the widget opened outside your site).
Top handoff reasons
The five most common reasons the AI handed off, with a donut chart. Reasons that differ only in detail are grouped: every AI error counts as AI error, every bug the AI flagged as Bug flagged by the AI, and the reply cap as Monthly AI reply cap reached. Shown while the AI has conversations in the period.Ratings
The 👍 / 👎 split for the period and the latest five 👎 ratings that came with a comment. Click a comment to open its conversation. Customers rate a conversation when it’s resolved; see The inbox.Team
One row per teammate, including anyone who replied in the period and has since left (Former teammate):
With two or more teammates who replied, a bar chart compares them.
Topics
The AI gives each conversation a short topic, likeBilling, Login or CSV Export, so you can see what customers come for without tagging anything by hand. Topics, like tags, are for your team only: customers never see them.
How labelling works
- When. A conversation is labelled once it’s resolved, or once it has had no new message for 10 minutes. Only conversations with a customer message, started in the last 90 days, are labelled.
- How often. A labelling pass runs every 15 minutes in the background, again when someone opens the Dashboard (at most every 5 minutes), and when an admin presses Label now. A pass labels up to 100 conversations; the rest wait for the next one.
- What the AI reads. The customer’s first three messages, with up to two short replies from the AI or the team between them, and the page the chat started on. Internal notes never go to the model.
- What it writes. One to three words, Title Case, at most 40 characters. It reuses an existing topic when one fits. A workspace has at most 40 topics; past that the AI must pick the closest one.
- Relabelling. A labelled conversation is looked at again only when the customer wrote more after it was labelled and it had fewer than three customer messages at the time, so the label reflects why they came.
- Cost. Labelling uses the
topicsAI job and its tokens count toward your usage, but a label isn’t a reply, so it doesn’t use up the monthly reply cap. Nothing is labelled while AI replies are off or the cap is reached.
Manage topics
Owners and admins manage topics in Settings → Inbox → Topics (or Manage on the Dashboard). Each topic shows how many conversations have it.
Label now says AI replies are off, so nothing was labelled. or The monthly AI cap is reached, so nothing was labelled. when it can’t run.
Filter the inbox by topic
Once there are topics, the inbox has a topic filter (Any topic). Clicking a topic on the Dashboard opens the inbox with that filter set and the status on All, since most of a topic’s conversations are already resolved. The command palette also finds conversations by topic name.Next steps
Handoff
Why the AI hands conversations to your team.
Models
Pick the model for each AI job, including topics.