Insights is where Chatonio shows what happens on your website and in your support: who visits, where they come from, who is on the site right now, and how quickly your team and the AI answer. It works through the web chat widget you already have on your site — there is no separate tracking script to install and no Google product to set up.
Opening Insights
Click Insights in the left sidebar. The project switcher sits next to the page title; Insights remembers the project you picked last. Below it are three tabs:
- Overview — website analytics: visitors, pages, traffic sources, locations, devices and conversion goals over any date range. See Website analytics.
- Live — everyone on your site at this moment, everyone who was there in the last 30 days, and the option to invite a visitor to chat. See Live visitors.
- Performance — how fast conversations are answered and resolved, how many the AI handles on its own, how often chats are handed to a person, and customer satisfaction. See Team performance.
Which plans include what
| Feature | Free | Advanced | Pro | Ultimate |
|---|---|---|---|---|
| Performance tab, including customer satisfaction | ✓ | ✓ | ✓ | ✓ |
| Overview: website analytics, traffic sources and UTM campaigns | — | ✓ | ✓ | ✓ |
| Conversion goals | — | ✓ | ✓ | ✓ |
| Live visitors and invite to chat | — | ✓ | ✓ | ✓ |
| Proactive chat messages | — | ✓ | ✓ | ✓ |
| On-site popups and banners | — | — | ✓ | ✓ |
The plan that counts is the project owner’s. A teammate invited onto the project gets everything the owner’s plan includes, whatever plan their own account is on. On a plan without Overview and Live, those two tabs show a short notice and a button to Performance, which always stays available.
Every member of the project can open Insights. Creating conversion goals and proactive messages needs the Admin or Manager role.
What you need
- For Overview and Live: the web chat widget on your site — see Setting Up the Web Chat Widget. A page is counted wherever the widget script loads, even on pages where the chat button is hidden and even if the visitor never opens the chat.
- For Performance: nothing extra. It covers every channel — web chat, Telegram, WhatsApp, Viber, email and the helpdesk — except Telegram group chats.
Starting the conversation first
There are two ways to reach a visitor before they write to you, and they complement each other:
- Invite to chat — on the Live tab a person on your team picks a visitor and sends a greeting by hand. Good for high-value moments: someone lingering on the pricing page, a returning customer on the checkout. See Live visitors.
- Proactive messages — a greeting your own rules send automatically, around the clock: after 30 seconds on a page, on the third page view, when someone arrives from a particular ad campaign or is about to leave. If the visitor answers, the AI takes the conversation and a person can step in. See Proactive chat messages.
Privacy
Insights is first-party and cookieless: everything is collected on your own site through your own widget, with an identifier stored in the visitor’s browser that works only for your site. The analytics keep the country, region and city of a visit, not the IP address, and bots are filtered out before anything is counted. Details are in Website analytics.
In this section
- Website analytics: visitors, pages, sources and devices
- Tracking traffic sources, UTM campaigns and ads
- Live visitors: see who is on your site and invite them to chat
- Proactive chat messages: greet visitors automatically
- Conversion goals: track sign-ups, orders and chats
- Team performance: response times, resolution and escalations
- Customer satisfaction ratings