Two panels answer the questions a raw list of chats cannot: what do people keep asking about, and did they get what they came for.
Most-asked topics
Questions are grouped by meaning rather than by wording, so “do you ship to Belgium”, “can I get it delivered abroad” and “international shipping?” count as one topic with three asks. The panel shows the last 30 days, the size of each topic, and a representative question from it.
The grouping reuses the embeddings the plugin already made when it answered those questions, so the panel costs you nothing extra. Two questions land in the same topic when their vectors are close enough; a question that was never embedded (because the answer came from the cache, say) stands on its own rather than being guessed at.
Read it as an editing brief. A topic with many asks and no matching page is a page you should write. A topic that only exists because your wording is unclear is a page you should fix.
Resolution outcomes
Every conversation in the window is put into exactly one bucket, in this order of priority:
- Handed off — a human was brought in. Whatever else happened, this is what the conversation became.
- Lead — contact details were captured.
- No info — the bot said, in one phrasing or another, that it did not have the answer.
- Answered — everything else.
The priority matters when you read the chart: a chat that produced a lead and was handed off counts once, as handed off. Nothing is double counted, and the four always add up to the total.
Detecting “no info” uses the same phrase matcher the bot uses on itself, in every language it supports — no extra AI call. A rising no info share is the clearest signal that your knowledge base has fallen behind your site.
Trends (last 14 days)
The same measures plotted day by day, so you can see a change rather than a level. The useful readings are a jump in no info after a site edit, and a jump in handed off after a change to the handoff triggers.
What to do with it
- A large topic with a poor outcome rate → write or fix that page, then re-sync.
- A topic you never expected → your visitors and your navigation disagree about what your site is for.
- Rising no info → check Knowledge Gaps, which lists the individual questions.