> ## Documentation Index
>
> Fetch the complete documentation index at: https://chat.sh/help/llms.txt
> Use this file to discover all available pages before exploring further.

# 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.

![Messenger, Analytics for the last 7 days: questions, conversations, not in the help center, credits, the daily chart, and the questions asked most](https://apuqtiwclzoqhluvxsdm.supabase.co/storage/v1/object/public/help-center/f6500f88-5de9-4129-8896-8a10e08ffa09/dc/dc8c793190e4c079bb5d6227657d2228.png)

## 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](https://chat.sh/help/articles/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](https://chat.sh/help/articles/how-the-messenger-answers).