Question 1

What makes an answer count as successful?

Accepted Answer

The chatbot answered, and either it found strong supporting material or the visitor gave the reply a thumbs-up. The same definition is used on every screen in the product.

Question 2

Why is resolution rate always lower than success rate?

Accepted Answer

Success is measured per message; resolution is per conversation and requires every question in that chat to be answered. One miss disqualifies the whole conversation.

Question 3

Is a rising handoff rate bad?

Accepted Answer

Not necessarily, which is why that card shows no trend arrow. Read five escalated chats: refunds and complaints are correct escalations, everyday questions are a knowledge gap.

Question 4

Do my own test messages appear in the numbers?

Accepted Answer

Yes. Test Chatbot turns are real usage — they show in the totals and they spend message credits, exactly like a visitor's message would.

Question 5

Why don't these numbers match my website analytics?

Accepted Answer

They count different things. A visitor who opens the bubble without typing is a page view to your analytics tool and nothing at all here, because a conversation needs at least one message.

Question 6

Can I choose a custom date range?

Accepted Answer

No. The dashboard offers 7, 30, and 90 days only. For an exact calendar period, export your conversations and build that view in a spreadsheet.

Question 7

What is each figure compared against?

Accepted Answer

The window of the same length immediately before it. A 7-day view is measured against the previous 7 days, so switching the range also switches the baseline.

Question 8

Does today count as a full day?

Accepted Answer

Today is included but still filling up, which is why it is normally the lowest bar on the chart. Compare complete windows if you want a fair trend.

Question 9

Why did yesterday disappear from my 7-day view?

Accepted Answer

The window rolled forward at midnight in your timezone and the oldest day dropped off the back. Switch to 30 days if you still need it in view.

Question 10

Why is the range control missing?

Accepted Answer

The account has no chatbots yet, so the dashboard shows the getting-started panel instead of charts. Create a chatbot and the control appears.

Question 11

Where do I find the questions my chatbot handled badly?

Accepted Answer

Open the chatbot's Overview tab and use the Needs attention panel. It filters between unanswered questions and replies that got a thumbs-down, and links straight into the transcript.

Question 12

Is it bad that the chatbot says it does not know?

Accepted Answer

It is far better than inventing an answer. A refusal is not counted as a success, and a cluster of them on one topic is a precise list of the material you have not written yet.

Question 13

Where can visitors rate an answer?

Accepted Answer

On the website widget and the hosted chatbot page. Inside Test Chatbot, the production preview mode shows the same thumbs so you can see what a visitor sees.

Question 14

Almost nobody leaves feedback. Is that normal?

Accepted Answer

Yes. Most visitors never rate anything. Judge quality from the answered, partial and unanswered split and from reading conversations, and treat thumbs as a bonus signal.

Question 15

Quality dropped after I added a lot of content. Why?

Accepted Answer

More material means more competition for each question. Remove duplicated or obsolete sources rather than adding more, and keep one authoritative source per topic.

Question 16

Which timezone does my dashboard use?

Accepted Answer

The one saved in the Preferences card at Settings → Appearance. Every day boundary on the dashboard is midnight in that timezone.

Question 17

I changed my timezone. Did I lose history?

Accepted Answer

No. Nothing is deleted or recounted. The same conversations are simply bucketed into days using the new timezone.

Question 18

Why is today always the lowest bar on the chart?

Accepted Answer

Today is a partial day and is still filling up. Compare full 7-day or 30-day windows if you want a fair trend.

Question 19

My export and the dashboard disagree by one day. Which is right?

Accepted Answer

Both are. Check the timezone assumption on each side and compare a whole week instead of a single day — a one-day gap is almost always a midnight boundary.

Question 20

Does my timezone affect when message credits reset?

Accepted Answer

No. The credit allowance follows your billing period and its renewal date, which is independent of how the dashboard buckets conversations into days.

Question 21

Do I need a paid plan to see analytics?

Accepted Answer

No. Analytics is part of the product on every plan. What you need is traffic — a live, trained chatbot that visitors can actually reach.

Question 22

Why doesn't an opened chat window count?

Accepted Answer

A session that never exchanged a message is not a conversation. Without that rule, every page load carrying the widget would inflate your totals.

Question 23

Customers has rows but analytics is empty. How?

Accepted Answer

Someone submitted a lead form without asking a question. That creates a customer record, not a conversation, so it never reaches the analytics cards.

Question 24

Should I delete a chatbot to reset the charts?

Accepted Answer

No. Deleting removes the chatbot and everything in it, and the range control is the tool for looking at a shorter window. Pick 7 days instead.

Question 25

My teammate sees zeros and I see traffic. Why?

Accepted Answer

They are either standing in their own personal account or were invited to a subset of chatbots. Both produce a legitimately smaller — sometimes empty — view.

Analytics FAQ