Your chatbot is having conversations every day. The Chatbot report helps you step back and see the bigger picture.
It shows you what people are asking, which pages spark the most chats, which nudges get clicked, and how those conversations are impacting your business. With these insights, you can improve your website content, reduce repetitive questions, and fine-tune your chatbot to work even harder for you.
Why this report matters
Your chatbot is more than a support tool. It is a window into your visitors’ thoughts.
With the Chatbot report, you can:
Discover common questions before they become repetitive
Identify which pages are driving the most conversations
See which nudges encourage people to start chatting
Understand how often people ask for a human
Spot frustration and fix gaps in your content
Improve your chatbot responses based on real data
Over time, this helps you create a smoother website experience and stronger engagement.
How to access the Chatbot report
Go to Reports > Other > Chatbot
From there, you can explore performance, topics, nudges, feedback, and detailed conversations.
At the top of the report, you can filter all data by:
Time period
Identified or Unidentified threads
Identified threads are chats where the visitor shared their details and became a known contact, while Unidentified threads are anonymous conversations with no contact information attached.
When you change the filters, every section on the page updates automatically.
AI Chatbot summary
At the top of the report, you will see an AI-generated summary for your selected time period.
This summary highlights:
Performance
Activity
Impact
It gives you a quick overview of how your chatbot is doing and how conversations are influencing outcomes like form fills or human handoffs.
Quick stats
The Quick stats section gives you a clear snapshot of chatbot engagement.
You will see:
Total visitors
Number of chatbot conversations started in the selected period
Percentage of conversations asking for a human
Percentage of visitors who filled out a form
Top nudges clicked
This section shows the top five nudges that were clicked during your selected period.
For each nudge, you can see:
The page where it was clicked
The number of threads started from that nudge
If a nudge was clicked from more than one page, you will see the main page plus a count of additional pages.
Clicking a nudge opens the related conversations in the sidebar.
Chatbot feedback
The Chatbot feedback section gives you a breakdown of conversation sentiment.
You will see:
Percentage of good conversations
Percentage of neutral conversations
Percentage of bad conversations
Each percentage is clickable and opens the related threads.
Most common topics
This section highlights the top five topics discussed in chatbot conversations.
For each topic, you will see:
The topic name
The number of related threads
Clicking a topic opens the thread view sidebar so you can review real conversations and summaries.
Top frustration topics
This section surfaces the topics where frustration appears most often.
For each topic, you will see:
The topic name
The number of related threads
Clicking into a topic lets you read the conversations behind it.
Knowledge gaps
Knowledge gaps show you the questions your chatbot could not answer confidently.
You will see a table that includes:
The question or question pattern
The number of related threads
You’ll see a link to the chatbot knowledge section to tune your chatbot directly from this section.
Oddball threads
Oddball threads highlight unusual or unexpected themes in conversations.
You will see:
The theme
The number of related threads
Exploring conversations in the thread view sidebar
When you click on a metric, topic, or nudge, the thread view sidebar opens.
Inside the sidebar, you can see:
A clear title and subtitle explaining what you are viewing
Collapsed thread summaries
Whether an action was completed such as a booking or form
The chatting user name or an unidentified label
The number of chats from that user
Sentiment where available
You can expand any thread to see the full conversation, similar to your inbox view.
Bringing it all together
The Chatbot report helps you move from guessing to knowing.
You can:
Understand what visitors are thinking
Improve high traffic pages
Reduce repetitive questions
Strengthen chatbot training
Improve overall website experience
Over time, these insights help you create smoother conversations and better results.