What it is
The Analytics tab on the Chatbot page shows how one website chat is doing: how many people saw it, how many chatted, and what came out of those chats.
How to use it
- Open Chatbot and select the chatbot under Saved widgets.
- Select the Analytics tab.
- Choose 7 days, 30 days or 90 days at the top right.
What the data means
- Visitors are people whose page showed your chat. Chats started are visitors who sent a message in the period; the other numbers are about these chats.
- Leads captured are new contacts made from a chat, for example a phone number or email the visitor typed, or the pre-chat form. Someone who is already a contact is not a new lead. Bookings made are appointments booked from a chat, by Aria or by your team.
- Handed to the team counts chats passed to a person. Average response time is the time from the visitor's first message to the first reply.
- Busiest hours shows when chats start, by hour of the day in your workspace time zone. Websites shows which of your website addresses the chats came from. The chat doesn't record page addresses, so Top pages shows "Not recorded yet".
- Top questions lists the most common first messages, with emails and phone numbers hidden.
Not recorded yet means there is no data for that number yet. It is never shown as a made-up 0.
Possible issues and fixes
Everything says 0 or Not recorded yet
Symptom: The tab shows no chats.
Why: No visitor has sent a message in this period, or the chat isn't live on your website yet.
Fix: Check Live on your website on the Setup tab and publish the chatbot. Try a longer period.
How to check: After a visitor chats, Chats started goes up.
Analytics says "Save this chatbot first"
Symptom: A note instead of numbers.
Why: A new chatbot has no history until it is saved.
Fix: Select Save configuration on Setup or Design.
How to check: The Analytics tab shows the numbers.
