Analytics and topics

Analytics answers two questions: how visitors rate their conversations, and what they ask about most. Usage against your plan lives on the billing page.

Sentiment

The Sentiments card shows the share of positive and negative votes over the last 90 days, with the vote counts. Votes come from the 👍 / 👎 prompt a visitor sees after a conversation is resolved; this is real visitor feedback, not an AI estimate of tone. Until someone votes, the card reads "No feedback yet".

To get more votes, resolve conversations promptly: the prompt only appears on resolved chats.

Topics

The Topics card shows the most asked question topics over the last six weeks, as a ranked list and a weekly line for the top three. Each conversation is labelled once, automatically, from the visitor's first message, with a one-to-three-word topic such as "Order Status" or "Refund Policy". Labels are reused across conversations so trends are comparable week to week. No tagging work is needed on your side.

Use the list as a to-do list for your content: a topic that grows week over week is a page worth writing or a Help Center article worth publishing.

What is not here

There are no charts of conversation volume, resolution rate or reply usage on this page. Reply usage, knowledge base size and seat usage are on Plans & Billing; the inbox filters show open and escalated counts as you work.