AI Chatbot Analytics
AI Chatbot Analytics shows what visitors ask, how Ask AI responds and which conversations lead to a Contact action. Free shows usage counters; analytics and Chat Logs need a paid AI Chatbot plan.
AI Chatbot Analytics reports on Ask AI: the questions visitors send, the answers they get, the source pages those answers used and the Contact actions that follow. It is separate from Website Widgets analytics and follows your AI Chatbot plan only.
Where To Find It
- All assistants: open Analytics in the sidebar and select the AI Chatbot tab. It has two views, Overview and Chat Logs, and filters for assistant, website and widget, which read All assistants, All websites and All widgets until you choose.
- One assistant: open AI Chatbots, choose the assistant and open its Analytics tab. It opens on the last 30 days.
- Focused views: the Analytics page also has Visitor Intent and Source Pages tabs, described below.
What The Overview Counts
| Metric | What It Counts |
|---|---|
| Questions asked | Visitor questions sent to Ask AI. |
| Chat sessions | Ask AI conversations that visitors started. |
| Successful answers | Questions that received a reply. |
| Could not answer | Questions Ask AI was unable to respond to. |
| Sent to contact | Times a visitor used a Contact channel after asking Ask AI a question. |
| Helpful rate | The share of rated answers that visitors marked Helpful. It shows a dash until an answer is rated. |
| Failed responses | Responses that failed to generate. |
| Not helpful | Answers that visitors marked Not helpful. |
| Suggested-question clicks | Taps on a suggested question. |
| Source card clicks | Clicks on a source listed under an answer. |
| Escalations sent | Times a visitor submitted their details through Visitor Capture. |
| Active assistants | Assistants with activity in the period. |
An Assistant health chip above the tiles reads Healthy, Needs attention or No activity yet. It reflects how many responses succeeded and how many failed in the period.
Under the tiles are six cards: AI Messages Over Time, Content gaps, Top Questions, Unanswered Questions, Source Pages Used and Contact Actions after Ask AI. Top Questions ranks questions by how often they were asked and groups them only when the wording is identical. The Unanswered Questions card carries the badge Response failures and lists questions that got no reply. In both lists, email addresses and phone numbers that visitors typed are replaced with placeholders.
Content gaps are a different list: questions that did get a reply but matched no page in your indexed content. See Content Gaps From Visitor Questions.
The Analytics Tab On One Assistant
An assistant’s own Analytics tab shows six tiles for that assistant: Messages, Sessions, Fallbacks, Contact Actions after Ask AI, Source Card Clicks and Suggested Question Clicks. Below them are AI Messages Over Time, Top Questions, Unanswered Questions, Source Pages Used and Contact Actions after Ask AI.
On this tab the Unanswered Questions card carries the chip Content gaps. Each row has an Add correction link, which opens the assistant’s Settings tab with the question filled in. On AI Chatbot Business and higher, the tab also shows a Captured Visitor Records table listing the visitors who left their details through Visitor Capture. To set that up, see Capture Questions AI Cannot Answer.
Read Conversations In Chat Logs
- Open Analytics in the sidebar and select the AI Chatbot tab.
- Select Chat Logs.
- Narrow the list with the assistant, website and widget filters if you need to.
- Select a conversation to open its read-only transcript.
Each conversation carries an answer status: Answered, Failed, No answer, Rate limited, Limit reached or Pending. It also shows the visitor’s feedback (Helpful or Not helpful), how many sources the replies listed, and an Escalated chip when Visitor Capture was offered in that conversation. The transcript then reads Escalation started or, once the visitor has sent their details, Escalation sent. Select Load more conversations to go further back, as far as your retention window allows.
Chat Logs are a record, not an inbox. You cannot reply to a visitor or take over a conversation from the dashboard.
What Each Plan Includes
| AI Chatbot Plan | What You See | Date Ranges | Chat Logs Kept For |
|---|---|---|---|
| Free | Usage counters only: AI Messages This Month and Chat Sessions This Month on the assistant’s Analytics tab. | None | Not included |
| Starter | The Overview, Chat Logs, Visitor Intent and Source Pages. | Last 7 days, Last 30 days | 30 days |
| Pro | Adds the source page table and Recent use of top questions. | Adds Last 90 days | 90 days |
| Business | Adds Assistant comparison, custom date ranges and the AI Data Hub. | Adds Last 12 months | 12 months |
| Agency | Everything on Business, plus the Agency tab. | Adds Last 24 months | 24 months |
On Free, the AI Chatbot tab shows a locked card titled Unlock AI analytics, and Chat Logs reads Chat Logs are not included. On Enterprise, analytics follow your agreement. A Website Widgets plan does not unlock AI Chatbot analytics, and Bundle & Save changes the price only. Compare plans on Pricing.
The date range buttons sit at the top of the Overview view; Chat Logs has no date range. On Business and higher, the Custom button for a custom range is on the Analytics page’s own Overview tab and on Visitor Intent, Source Pages and Conversion Actions. The AI Chatbot tab offers the preset ranges only.
Visitor Intent And Source Pages
Visitor Intent gathers what visitors want to know: Top questions as chips with their counts, then the Content gaps card. On Pro and higher it adds Recent use of top questions, which shows when each question was last asked.
Source Pages shows which of your pages Ask AI relies on. It has three tiles: Source card clicks, Answered responses and Messages. Starter lists the Most-used source pages. Pro and higher replace that list with a table whose columns are Page, Used in answers, Clicks, Last used and Current status, so you can see whether a page that answers depend on is still indexed. The source table and Assistant comparison are shown to workspace Owners and Admins.
What Is Not Counted
- Questions you ask in the assistant’s Preview tab do not appear in Analytics or Chat Logs. They do count toward your monthly AI messages.
- When the monthly AI message limit is reached, the assistant’s Analytics tab shows AI message limit reached. Analytics keep what was collected before the limit, and limit refusals are not added to unanswered questions.
- There is no accuracy score, sentiment analysis, unique-visitor figure, or token and cost reporting.
For message, assistant and indexed-page allowances, see Usage Counters And Limits. For stored conversation records on Business and higher, see Visitor Questions In Data Hub.