Where can I find analytics?
Dashboard → Analytics for overall analytics, or Space Preview → Three dots → Analytics.
What metrics are included?
Sessions, average session duration, and transcripts. Shopping-enabled Spaces also have a dedicated Shopping Analytics section (see below).
How can I use the metrics?
| Metric | What It Means | How to Use It |
|---|---|---|
| Sessions | Unique conversations | Measure overall engagement |
| Avg. Session Duration | Time visitors spend with the agent | Longer duration often = higher conversion chance |
| Transcripts | Copy of the questions and responses in the session | Understand engagement, gauge user sentiment & improve content |
How can I improve the Space content using transcripts?
- Export transcripts in a CSV.
- Sort by unanswered or hallucinated responses.
- Convert insights into new FAQs or uploaded knowledge sources.
Shopping Analytics
If your Space has shopping enabled (Shopify or WooCommerce), you have a dedicated Shopping Analytics section on the Analytics page showing how your agent helps visitors move from browsing to checkout.
The page contains three blocks:
- The Funnel - shows Products Discussed → Products in Cart → Products Checked Out, with conversion percentages between each stage. Every number counts unique products.
- The Sessions table - one row per visitor session, including date, time, length, products discussed, products in cart, checked-out status, an AI-generated summary, and a Detail and Transcript action per row. Four filter chips (All sessions, Discussed, In cart, Checked out) let you focus on a specific cohort. Export All Transcripts is available.
- The Top Products table - a per-product breakdown of sessions discussed, sessions in cart, units added, sessions checked out, units sold, and a conversion percentage. Export CSV is available.
What is the "Dropped" status in the Sessions table?
Dropped flags products the agent surfaced in a session but the visitor passed on - they were discussed but not added to cart or purchased. Reviewing frequently Dropped products is a quick way to spot what is not landing with visitors, whether that is a pricing concern, missing product details, or the agent surfacing the wrong items.
What does the Active sessions toggle do?
The Active sessions toggle (on by default) excludes sessions where the visitor opened the agent but did not speak or type. Silent openers can inflate session counts and dilute conversion rates without providing any signal about agent performance.
What is not included in Shopping Analytics?
Shopping Analytics ends at the moment the visitor proceeds to your store checkout. Payment completion, revenue, and refunds happen in your own checkout system. Your existing analytics setup on your thank-you page (Google Analytics via Tag Manager, Meta Pixel, etc.) is the right place to track those.
Can I share analytics reports with my team?
Yes. You can save and share dashboard reports with members of your organisation.