Insights & Engagement
Website analytics, live visitors, traffic sources and UTM tracking, proactive chat, conversion goals and team performance
8 articles
Insights: an overview
What Insights shows — website analytics, live visitors and team performance — where to find it, which plans include each part, and how proactive chat fits in.
Website analytics: visitors, pages, sources and devices
The Overview tab of Insights: visitors and pageviews over time, top, entry and exit pages, traffic sources, countries and devices, with click-to-filter and CSV export. First-party and cookieless.
Tracking traffic sources, UTM campaigns and ads
How Insights decides where each visit came from, how to tag your links with UTM parameters, how ad clicks are recognised, and how to use campaigns to target greetings and measure conversions.
Live visitors: see who is on your site and invite them to chat
The Live tab of Insights: everyone on your site right now and everyone who was there in the last 30 days — pages, location, device, source and conversations — and how to invite a visitor to chat. Advanced, Pro and Ultimate.
Proactive chat messages: greet visitors automatically
Set up automatic chat greetings that appear on your rules — time on page, specific pages, campaigns, exit intent — in the visitor’s language. If they reply, the AI takes the conversation. Advanced, Pro and Ultimate.
Conversion goals: track sign-ups, orders and chats
Define page-visit and custom-event goals in Insights, measure conversion rates, and see how chatting changes visitor behavior. Works on its own — no Google products required.
Team performance: response times, resolution and escalations
The Performance tab of Insights: conversation volume, how often chats are handed to a person, how many the AI resolves alone, first-response and resolution times, and customer satisfaction — by channel and by operator. Free on every plan.
Customer satisfaction ratings
Ask web chat visitors to rate a conversation when it ends, read the score and comment on the conversation itself, and track the average on the Performance tab of Insights.