Widget Analytics and Metrics



Track how customers interact with your chat widget.

Key Metrics



  • •Widget Opens — how many times the chat bubble is clicked
  • •Conversations Started — messages sent through the widget
  • •AI Resolution Rate — percentage resolved without human agent
  • •Avg Conversation Length — messages per conversation
  • •Escalation Rate — conversations transferred to a human


    • Viewing Analytics



    Go to Dashboard → Analytics → Widget for:
  • •Daily/weekly/monthly trends
  • •Peak usage hours
  • •Most common questions via widget
  • •Resolution breakdown (AI vs human)


    • Using Data to Improve



    High escalation rate?
  • •Check which questions trigger escalation
  • •Write KB articles for those topics


    • Low widget usage?
  • •Make the chat bubble more prominent
  • •Add a call-to-action near the widget
  • •Test different welcome messages


    • High open, low conversation rate?
  • •Improve quick actions
  • •Make the welcome message more engaging
  • •Reduce friction in starting a conversation