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Chat Insights shows performance metrics for chat channels and Web voice. Open Insights → Chat in the project sidebar. Page title in the product: Chat Insights. Subtitle: view performance metrics and insights.

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Prerequisites

  • Analytics on your plan and access to Insights
  • Traffic on a chat channel or Web voice

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Scope

This page covers conversation types for chat and webvoice. It does not cover phone inbound or outbound calls — those are on Calls.

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Filters

  • Channel — Web chat, WhatsApp, Slack, Telegram, Email, Messenger, Instagram, API, SMS, Web voice (or all)
  • Select Date Range — Today, This Week, This Month, Last Month, This Year, Custom Range

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KPI cards

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Charts and panels

  • User Engagement — messages over time
  • New Leads (or New Leads for the selected channel) — leads over time
  • Sentiment Overview — customer satisfaction trends (empty: no sentiment data for the selected filters yet)
  • Resolution Status — outcome tracking for the filtered conversations (empty: no resolution data yet)
  • Top Trending Topics — live conversation analysis, badge Top 10 Insights (empty: no topic data yet)
There is no CSV export on this page.
Select This Month and a channel you use (or all). Confirm KPI cards and User Engagement update for that filter.
Staff work tickets and the inbox in Operate. Chat Insights only measures volume, leads, sentiment, resolution, and topics.