Messenger analytics
What visitors ask, what the help center could not answer, and how fast your team replies.
Open Messenger. Analytics is the first tab.
Pick a range at the top: Last 7 days, This month, Last month, Last 90 days, or Last 12 months. Days are counted in UTC.
The numbers
- Questions: questions visitors asked.
- Conversations: conversations those questions were in. Select it to see them in the inbox.
- Not in the help center: questions your sources did not cover, fully or in part. Next to it is the share of all questions that got an answer. Select it to see those conversations.
- Credits used this month: credits used by AI answers in the messenger and the help center, out of your monthly allowance.
The chart splits each day into:
- Answered: an answer from your sources.
- Not in the help center: your sources did not cover it, fully or in part.
- No answer sent: everything else, like greetings, questions asked while credits had run out, and errors.
Questions asked in the Preview are not counted.
Resolved by the AI
Conversations started in the range where the AI answered from the help center, or could not. Greetings alone are left out.
- Resolution rate: the conversations the AI resolved, confirmed or assumed, out of all of these that are no longer ongoing. Ones handed to your team, waiting for a look, or resolved by a teammate count against it. Select it to see the resolved ones in the inbox.
- Confirmed: the visitor selected This helped under an answer, or replied only with thanks.
- Assumed: the visitor went quiet for 30 minutes after answers from the help center.
- Need a look: the AI could not answer something, and nobody on your team has resolved it. Select it to see them in the inbox.
See Find a conversation for how these show in the inbox.
People
Conversations handed to your team in the range. These are separate from the AI answers above.
- Handed to a person: conversations where the visitor asked for your team. Select it to see them in the inbox.
- Replied to: how many of those your team answered.
- Median first reply: the typical time from the handover to your team's first reply.
Asked most
What visitors ask most often. Select a question to see those conversations in the inbox.
Not in the help center
Questions your help center does not cover, fully or in part. This is your list of articles to write.
Select Write it to start a new article for that question. Once it is published, the messenger answers from it.
Credits
A credit is one AI answer, in the messenger or on the help center. A question the help center does not cover, fully or in part, uses none, and neither does the preview. See How the messenger answers.