Working with customers
Analytics and asking your conversations
Active customers, topic categories, countries, and questions answered from your chats.
Open Analytics in your agent's menu and pick a period (7, 30 or 90 days).
Ask your conversations
Type a question — *What do customers complain about most?*, *What are people asking about delivery?*, *Why did customers ask for a person?* — and get an answer drawn from your chats in that period, with links to the conversations it used. It reads each chat's summary plus the customer messages that use your question's words. Each question uses credits like one reply; earlier questions are kept below.
Active customers
People who wrote at least one message: today, in the last 7 days and in the last 30 days, with a chart over the period. New / returning splits customers whose first chat was in the period from those who came back. Stickiness is the average daily customers divided by the monthly ones. A signed-in customer (identity verification) counts once across devices and chats; WhatsApp and other channel customers count by their number or account.
Topics
Every chat gets a short topic (*Refund request*) and a broad category (*Billing*) a couple of minutes after it goes quiet. The treemap shows categories sized by the number of chats, with their topics inside; ⚠ marks topics where many customers were unhappy. Click a category to zoom in. Regroup topics lets the AI sort all your topics into a few clean categories and relabels past chats.
Where customers are
A world map and list of chats and customers by country, from the visitor's connection.
Playground and test chats are never counted.