How To Read Chat Analytics
Last updated April 20, 2026
The Analytics tab helps you understand how customers are using Chat on your showroom website.
What You Can Review
Depending on your setup, Chat analytics can help you track:
- Total conversations
- Unique users
- Conversations per visitor
- Average session duration
- Repeat usage rate
- Bounce rate
- Lead capture rate
- Average messages per conversation
- Response times
- Vehicles discussed
- Nudge activity
Topic Breakdowns
Analytics can also show breakdowns such as:
- Conversation categories
- Tool usage
- Vehicle makes
- Vehicle models
This helps you see what customers are asking for most often.
Date Range
You can review Chat analytics for a selected date range. This is useful if you want to compare:
- Recent performance
- Campaign periods
- Activity before and after a change to Chat settings
Exporting Data
You can export conversation analytics as a CSV file. This can help if you want to:
- Share results with your team
- Review trends outside Dashboard
- Combine Chat data with other reporting
How To Use Analytics Well
Analytics are most useful when you look for patterns over time. For example:
- If lots of customers ask about stock, review your inventory coverage
- If article usage is low, you may need stronger article content
- If enquiries are low, review your welcome message, nudges, and enquiry flow
- If response topics show repeated gaps, update your showroom content and setup
What Good Results Can Look Like
Good results will vary by showroom, but useful signs include:
- Healthy chat opens
- Steady conversation volume
- Strong lead capture rate
- Repeat usage from customers
- Clear alignment between customer questions and your showroom goals
Progressive Rollout Reminder
Analytics may continue to expand as Chat is rolled out progressively and more capabilities become available.
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