Reports
Is the bot working? A page that answers that, per bot and channel.
Not a wall of charts. A handful of numbers that move when your docs get better, with arrows that say whether the change is good news.
Free US$0 · Starter US$19 · Team US$49 · Scale US$249 a month. One price for the whole team. No seats, ever.
What to know
What it reads
Real visitor conversations from your website, the Ask console, email, Slack and the other channels you use. Your tests as a customer and teammates chatting while signed in stay out.
What it needs
Nothing extra. Pick a bot or a channel at the top, and every number compares the latest period with the one before it, as a percent for counts and points for shares.
Which plan
The full page and CSV export come with Team. On Free, Home shows the month's answers, the share answered from your docs and the handoff rate.
How it works
Read it in four numbers.
- 01Handled by the bot: conversations it answered that never went to a person and didn't end on a 👎. A visitor who pressed 👎 and then got a better answer still counts.
- 02Answered from your docs: answers it found, cited and nobody downvoted. It rises as you close your top knowledge gaps.
- 03Handoff rate, and under it how many visitors asked for a person right after pressing 👎.
- 04First human reply: the median time from a handoff to your team's first message.
Goes well with
Questions
Before you start.
Which pages cause the most handoffs?
A list ranks the pages of your site whose chats ended with your team most often, with how many conversations began on each. The top of that list is where to rewrite first.
Why didn't answers help?
After a 👎, visitors can pick Wrong, Didn't answer my question or Out of date. Reports counts each reason, next to the answers that found nothing in your knowledge.
How is a visitor counted?
On your site, by their browser: two chats from one browser are one visitor. An email address, a Slack or a Discord member is one visitor too.
Can I get the raw data?
Yes. Export CSV downloads every message, or the usage stats, for your own spreadsheets.
Set it up before your next support email.
Free to start, no card needed. Point it at your site and it's answering in about ten minutes.