Bot Analytics delivers a holistic view of your chatbots’ health and performance across all channels. By tracking usage, success rates, and drop-offs, it empowers you to fine-tune conversational flows, maximize goal completions, and promptly address friction points.

Analytics → Insights → Bot Analytics

1. Click Analytics in the left menu.
2. Select Insights, then choose Bot Analytics.
3. The dashboard loads with overall and per-bot metrics.

• Total Bots: Count of all bots configured in your account.
• Total Active Bots: Number of bots currently enabled and serving users.

• Bot Conversations: Total number of chat sessions initiated within the selected timeframe—reflects user engagement.
• Goal Completion Rate: Percentage of conversations that achieved predefined objectives (e.g., form submission, appointment booking)—measures effectiveness.
• Drop-Off Rate: Percentage of sessions where users hung up or abandoned the flow before completion—highlights potential UX issues.

Below the global KPIs, a table lists each bot with:

• Bot Name: Identifier for the chatbot.
• Created On: Date the bot was launched.
• Channel: Deployment platform (WhatsApp, Web, Facebook, etc.).
• Status: Active or Inactive.
• Chat Count: Number of conversations handled.
• Conversion Rate: Goal completions ÷ total conversations.
• Actions: Quick links to view detailed analytics or download raw data.

• Date Filter: Adjust the time window (e.g., last 7 days, month-to-date).
• Refresh Data: Reload metrics to see real-time updates.
• Download: Export the performance table and global metrics as CSV for deeper analysis.

A retail brand’s Web bot ran promotions over a week:

• Total Bots: 4 (1 Web, 2 WhatsApp, 1 Facebook)
• Active Bots: 3 (one seasonal campaign bot paused)
• Channel: Deployment platform (WhatsApp, Web, Facebook, etc.).
• Conversations: 1,200
• Goal Completion: 48% (users clicked “Shop Now” CTA)
• Drop-Off Rate: 22%