Analytics and customer feedback
Understand visits, conversations and ratings, and choose when to request feedback.
Last updated · Oct 27, 2026
Open your results
Select the organization and open Analytics in the sidebar. Owners and administrators can view these results. Choose a period, or select a custom start and end date. The report uses your organization's reporting time zone and groups the results automatically.
- Visits shows widget views, openings, first messages and recognized visitors.
- Conversations shows conversation and message counts, first replies and resolution times.
- Feedback shows customer ratings and comments.
Your period remains selected when you switch tabs. Analytics shows results; you change feedback settings separately under Settings → Feedback and reply time.
Understand the numbers
A widget view means the widget loaded on a visitor's page. It is not a count of every page view on your website. Recognizing visitors across visits requires consent through your website's consent integration. Visits without that consent are counted separately, so recognized visitors do not represent everyone who visited.
First replies from AI and teammates are measured separately. Only time within your opening hours counts. The report uses the schedule that applied at the time; older conversations with missing schedule history are excluded from reply-time calculations. Resolution time measures elapsed time from creation to the latest closure.
Set up feedback and a reply target
- Open Settings → Feedback and reply time as an owner or administrator.
- Enable automatic feedback requests if you want customers to rate answered, resolved conversations.
- Choose the delay after resolution. With 0 minutes, the request is scheduled immediately.
- Optionally enter a first-reply target in opening minutes. Leave it empty if you do not want a target.
- Save the settings and view the results under Analytics → Feedback.
Customers can give 1–5 stars and an optional comment. Email requests require a valid customer email address and respect feedback opt-outs. Reopening a conversation starts a new feedback cycle. Fewer than five ratings provide only a limited picture of customer satisfaction.
How long feedback is kept
Ratings and comments are kept for 90 days on Free, 365 days on Starter, and 730 days on Growth and Business. A plan change applies when it takes effect. Upgrading cannot recover feedback that has already been deleted. Manage your plan.