Analytics Overview

The Analytics page gives you insights into your performance across all platforms. Navigate to it via Analytics in the sidebar. Available on Starter (basic) and Pro/Enterprise (advanced) plans.

Time Range Filters

Use the time range selector (top right) to adjust the period:

• Today, 7 days, 30 days (default), This month, Previous month, This year
• Custom — select a specific month and year, then click "Apply"

Platform Filter (Pro)

On Pro and Enterprise plans, you can filter by platform: All platforms, WhatsApp, Instagram, Messenger, Email, or Website Chat.

Key Metrics

Four cards at the top show your most important numbers:

• New Conversations — number of new conversations started, with growth percentage
• Closed Conversations — conversations resolved or with a closing note
• AI Agent Handled — conversations closed without human agent interaction (shown as a percentage of closed)
• Total Messages — all messages sent and received in the period

Website Chatbot Analytics

If you use the Website Chat widget, you'll see additional metrics:

• Total Website Chats — all chat sessions on your website
• AI Fully Handled — chats where AI resolved the issue completely
• Transferred to Agent — chats handed off to a human
• Agent Took Over — chats where an agent intervened
• Avg AI Response Time — how fast the AI responds
• Pre-chat Form — pre-chat form submission rate

Starter vs Pro Analytics

On the Starter plan, you only see the 4 key metrics (New Conversations, Closed, AI Handled, Total Messages) and an upgrade banner. On Pro and Enterprise plans, you get full access to all charts, email stats, contact growth, response times, and more.

Charts (Pro)

• Conversations Over Time — stacked bar chart showing AI Agent handled (purple), Manually closed (green), and Open/New (blue) conversations per day
• Messages Over Time — daily sent and received message volumes
• Message Direction — ratio of inbound vs. outbound messages
• Top Contacts — your most active contacts ranked by message count

Email Performance (Pro)

Track how your email campaigns perform:

• Emails Sent — total emails sent in the period
• Open Rate — percentage of emails opened by recipients
• Click Rate — percentage of emails where a link was clicked
• Bounced — number of emails that bounced

Progress bars show the opened and clicked counts visually against total sent.

Note: Open and click tracking only works when using Resend as your email provider. Microsoft 365 does not support email tracking. Learn more about email providers.

Contact Growth & Agent Response Time (Pro)

• Contact Growth — number of new contacts this period, with growth percentage vs. the previous period and total contact count
• Avg. Agent Response Time — average time between a conversation being created and the first agent reply (displayed in seconds, minutes, or hours)

Messages by Channel (Pro)

A stacked horizontal bar chart showing how your messages are distributed across channels: WhatsApp (green), Instagram (pink), Messenger (blue), Email (yellow), and Website Chat (purple). Includes a legend with message counts per channel.

Automation Performance (Pro)

A table of your automations showing execution count and success rate per automation in the selected period.

Analytics Sub-Pages

Beyond the main dashboard, the Analytics section includes dedicated sub-pages accessible from the left sidebar. Each page has the same time range and platform filters. Click a topic below to read the full guide.

Conversations

Navigate to Analytics > Conversations for a deep dive into conversation volume.

• Total Conversations — total number of conversations in the period
• New Conversations — newly created conversations, with growth percentage versus the previous period
• Closed — conversations resolved, with growth percentage
• Chatbot Handled — conversations the AI resolved without a human agent (shown as percentage)
• Conversations Over Time — a vertical bar chart showing daily conversation volume. Hover over a bar to see the exact date and count.
• Conversation Status — breakdown of Open, Closed, and AI Handled conversations

Responses

Navigate to Analytics > Responses to track how fast your team replies.

• Avg. Response Time — average time for the first agent reply (displayed in seconds, minutes, or hours)
• Response Time Distribution — horizontal bars showing how many responses fall into each time bucket (< 1 min, 1-5 min, 5-15 min, 15-30 min, 30+ min)
• Peak Hours — a vertical bar chart showing which hours of the day have the most messages, helping you plan agent availability

Resolutions

Navigate to Analytics > Resolutions to understand how conversations are resolved.

• Resolved Conversations — number of closed conversations, with growth percentage
• Resolution Rate — percentage of total conversations that were closed, displayed as a donut chart
• Chatbot Resolved — conversations resolved by the AI without human intervention
• Resolution Funnel — visual funnel from Total → Resolved → Chatbot Resolved
• Status Breakdown — cards showing Open, Closed, and AI Handled counts

Messages

Navigate to Analytics > Messages to analyze message volumes by channel and direction.

• Total Messages — all messages in the period
• Inbound — messages received from customers
• Outbound — messages sent by your team or AI
• Messages Over Time — daily message volume bar chart
• Messages by Platform — horizontal bar chart with a mini donut, showing message distribution across WhatsApp, Instagram, Messenger, Email, and Website Chat

Contacts

Navigate to Analytics > Contacts to monitor your contact base.

• Total Contacts — total number of contacts in your workspace
• New Contacts — contacts created in this period, with growth percentage
• Active Contacts — contacts who sent or received messages this period
• Most Active Contacts — ranked bar chart of top contacts by message count. Each contact shows an avatar, name, and message bar

Assignments (Owner only)

Navigate to Analytics > Assignments. This page is only visible to organization owners.

• Total Assigned — total conversations assigned to team members
• Total Resolved — conversations resolved by the team
• Team Completion Rate — percentage of assigned conversations that were resolved
• Assigned per User — horizontal bar chart showing how many conversations each team member was assigned
• Resolved per User — horizontal bar chart showing how many conversations each member resolved

Leaderboard (Owner only)

Navigate to Analytics > Leaderboard. This page is only visible to organization owners and shows team performance rankings.

• Team Overview — total conversations, messages, closed conversations, and team completion rate
• Member Rankings — sortable table of all team members showing assigned, closed, messages sent, avg response time, and completion rate
• Assigned Conversations — horizontal bar chart comparing conversations assigned per team member
• Closed Conversations — bar chart of resolved conversations per member
• Messages Sent — bar chart of outbound messages per member
• Avg Response Time — bar chart comparing average response speed
• Completion Rate — progress bars showing each member's resolution rate with color-coded indicators
• Click on any member to see detailed stats in an expanded view

Users (Owner only)

Navigate to Analytics > Users. This page is only visible to organization owners.

• Card grid showing individual team member stats: assigned conversations, resolved conversations, messages sent, avg response time, completion rate, and last active time
• Useful for a quick overview of team member activity and workload

Calls (Pro only)

Navigate to Analytics > Calls to track your phone call activity. Available on Pro and Enterprise plans only.

• Total Calls — total inbound + outbound calls, with growth percentage
• Inbound / Outbound / Missed — breakdown by call direction and missed calls
• Avg. Duration — average call length across completed calls
• Total Talk Time — total time spent on calls
• Answer Rate — percentage of inbound calls answered
• Calls Over Time — stacked bar chart of inbound and outbound call volume per day
• Peak Hours — which hours of the day have the most calls
• Status Breakdown — completed, no answer, busy, failed, cancelled
• Top Contacts — ranked list of contacts with the most calls

SMS (Pro only)

Navigate to Analytics > SMS to analyze your SMS messaging activity. Available on Pro and Enterprise plans only.

• Total Messages — total SMS messages sent and received, with growth percentage
• Inbound / Outbound — breakdown by message direction
• Delivered / Failed — delivery success and failure counts
• Delivery Rate — percentage of messages successfully delivered
• Messages Over Time — stacked bar chart of daily SMS volume
• Peak Hours — which hours of the day have the most SMS activity
• Status Breakdown — sent, delivered, read, failed, pending, received
• Top Contacts — ranked list of contacts with the most SMS messages

Broadcasts

Navigate to Analytics > Broadcasts. This page shows broadcast campaign analytics including sent, delivered, read, and failed message counts for each broadcast. Track your campaign performance and optimize future sends.