Conversation insights
For conversational agents, Conversation insights shows how people interact with them — what they ask, where conversations go well, and where they drop off. Open Insights (opens in a new tab) from the left nav and choose the Conversation Insights tab.
Conversation metrics
- Total conversations — with a trend comparison to the previous period
- Completion rate — the share of conversations that reach the end
- Average messages — per conversation
- Leads captured — total lead-capture events
Over time — daily conversation counts, for spotting trends and spikes.
Top agents — your agents ranked by conversation volume.
Goal performance — how your conversations are tracking toward the goals you've set.
Funnel — Started → Engaged → Progressed → Converted → Completed, so you can see where people fall away.
Flow dropoff — per-step visit and dropoff rates: exactly where people leave the conversation.
Journey effectiveness — the overall flow-completion rate and the biggest bottleneck steps.
Knowledge gaps — questions your agent couldn't answer, grouped together. Use them to improve your knowledge base.
Reusable answers — long answers your agent gives often, which are good candidates to add there too.
Visitors — returning vs new, session duration, peak hours, and traffic sources.
Sentiment — the mix of positive, neutral, and negative conversations.
Reviewing conversations
Open Conversations (opens in a new tab) from the left nav for the review queue — chats that need attention, grouped by abandoned, negative sentiment, tagged intents, captured leads, handover requests, knowledge gaps, and reusable answers. You can flag issues, assign them to teammates, and add notes.
Looking for campaign results?
This page is about conversational agents. For media performance, see Campaign Insights and Brand Insights.