Insights into visitor questions

Question

Accepted Answer

Every 2 weeks, Chat on Page analyses each bot’s conversations: what are the questions about, which ones have no answer, and what stands out?

You don’t need to read every conversation to know what’s going on. Every 2 weeks, Chat on Page analyses each bot’s conversations. You’ll see what the questions are about, which ones the bot couldn’t answer, and what you can improve.
Viewing insights

In the main menu, select Conversations > Insights.
In the list, you’ll see for each Period and Bot the number of Conversations and Questions, plus a one-sentence What stands out. Any insight you haven’t opened yet is labelled New.
Click an insight to open it.

At the top of the list, you can see when the next insight will be available for each bot.

What’s in an insight?

Summary and What stands out?: the key findings.
What are the questions about?: questions with the same intent grouped together, with the largest topic first and examples.
No answer: questions for which the bot found no answer or only a partial one. Use Create an FAQ to immediately add an answer in Questions and answers.
Website: topics about which visitors ask a lot, even though the answer is already on your site. Make it easier to find there.
Time: questions by day of the week and hour, plus how many came in outside opening hours.
Choices: what visitors selected in the choice flows and where they dropped off.
Trend compared to the previous period, visitor thumbs-up/down, languages used, and the words visitors use versus those on your website.

When does an insight appear?

Each insight covers 14 days, from Monday to Sunday.
At least 30 questions in 15 conversations are required. If there are fewer, the insight waits and the period extends, up to a maximum of 6 weeks.
If the analysis fails, the numbers remain. Try again with Reanalyse.

Good to know

Team members who have the New insights (every 2 weeks, per bot) notification enabled will receive an email when a new insight is available (see Profile and notifications).
Test conversations from Try it out are not counted.
Want to read a conversation from the examples yourself? Go to Conversations.