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The Analytics page shows how many people use your chatbot, what they ask, and where the chatbot has gaps. Use it to find the next content to add.

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Before you start

  • Plan: every plan sees the page and the totals. Daily trends, CSV export, and unanswered questions need the Growth plan or higher. Conversation insights need the Scale plan or higher. See Plans and limits.
  • Role: any team role can view analytics. To edit the topic list, you need the Manager role or higher. See Team members.

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Open analytics

1

Open the page

In your chatbot’s sidebar, select Analytics.
2

Choose a date range

Select Last 7 days, Last 30 days, or Last 90 days. The default is Last 30 days. Every card on the page uses this range.
Days are in UTC. The numbers update live.

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What the numbers mean

Each tile shows the change compared with the period before, of the same length. For Escalations, a rise shows in red. The Engagement funnel card shows the path from Widget opens to Conversations to Leads. Each step shows its share of the step before.

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When a question counts as unanswered

SiteGPT marks an AI reply as unanswered when both of these are true:
  • The question has at least 15 characters.
  • No content matched the question, or the chatbot gave its fallback message.
To learn how the chatbot finds answers, see How answers work.

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Fix unanswered questions

On the Growth plan and higher, the Unanswered questions panel lists the questions your chatbot could not answer from its content.
  1. Read a question. Where available, the row also shows the visitor’s earlier message and the bot’s reply.
  2. Select View conversation to read the full conversation.
  3. Select Add to Q&A to write the answer as a custom response. The form opens with the question filled in.
The panel shows 10 questions. Select Load more to see more.

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Export the daily numbers

On the Growth plan and higher, select Export CSV. The file is named sitegpt-analytics-<start>-to-<end>.csv. It has one row per day and one column per counter, for the selected range. To export conversations instead, see Export conversations to CSV.

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Conversation insights

On the Scale plan and higher, the Conversation insights section shows what visitors ask about and how conversations end. SiteGPT classifies each conversation about 30 minutes after it goes quiet. Classification runs for every active subscription, also when the section is locked. When you upgrade, you see your past data right away. HIPAA workspaces are different: a plan upgrade alone does not turn on insights there.

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Top topics

Top topics shows what visitors asked about in the period. It shows the top 12 topics. Each conversation gets up to 3 topics.

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Conversation outcomes

Conversation outcomes shows each share of the classified conversations in the period:
  • Resolved by AI: the AI fully resolved the visitor’s question. Partly resolved conversations do not count.
  • Handed off: the conversation went to a person.
  • Negative sentiment: the visitor was unhappy.

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Frequently asked questions

Frequently asked questions groups questions that mean the same thing. It shows the top 10 groups. Each group shows how many variations visitors used (“Asked as N variations”). Select Add to Q&A to answer the question with a custom response.

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Control the topic list

You can name the topics that matter to your business, for example billing or refunds.
1

Add topics

In the Top topics card, type a topic in Add a topic, e.g. billing, then select Add. You can add up to 30 topics. Use general labels, not names or IDs.
2

Choose a mode

Select Discover new topics automatically or Only use my topic list.
3

Re-file past conversations

Select Re-analyze conversations, then confirm with Re-analyze.
New conversations use the topic list when they are classified. Re-analyze conversations re-files up to 90 days of past conversations under your current list. It rebuilds topics, outcomes, and frequently asked questions, typically within an hour. Nothing is deleted. Only one re-analysis can run at a time. On HIPAA workspaces, insights use only your own topic list. See HIPAA.

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If a card is locked

If your plan does not include a card, the card shows an upgrade message. The Unanswered questions card still shows how many questions the chatbot could not answer. To see what each plan includes, see Plans and limits. For the weekly digest email, see Weekly digest.

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Check that it works

  1. Open Analytics and select Last 7 days.
  2. The tiles show numbers for the last 7 days, with a change badge.
  3. On the Growth plan or higher, the Unanswered questions panel lists recent questions, or says “No unanswered questions here. Your knowledge base is keeping up.”