Overview Metrics
At the top of the Analytics page, you will find the list of integrated channels and three core performance metrics.Integrated Channels (Inboxes)
The top section lists all active messaging channels in your Workspace — for example, Telegram, Zalo, WhatsApp, Webchat, and Messenger — along with:- Channel Name and Type — the platform logo and inbox name
- Test Now button — lets you quickly test sending and receiving on that specific channel
- + Create Inbox button — lets you add and integrate a new messaging channel directly from the Analytics dashboard
Core Metrics
Filters and Date Range
Before reading any number, set the correct date range for the data you need. Click the calendar icon in the top-right corner to choose:Analytics defaults to Last 7 days. Switch to Last 30 days when you want a clearer view of trends rather than day-to-day fluctuations.
Contact Growth Charts
Directly below the overview metrics, two line charts show how your contact base is changing over time:
How to read these charts:
- A sudden spike — usually comes from a Broadcast or an ad campaign that ran on that day.
- Steady weekly growth — your Bot and Trigger configuration are working well.
- A long flat line — no new traffic is arriving. Review your Entry Points or run a new campaign.
Response Performance
Response Time Charts
A long response time is not automatically a problem. Detailed consultations naturally run longer. Compare response time data against actual conversions before drawing conclusions.
Human Agents Table
The Human Agents table lists each team member’s individual performance during the selected period:
Use this table to evaluate individual productivity and to rebalance assignments if one person is overloaded while another has capacity.
Bot Performance
This section contains 4 charts for a comprehensive view of your Bot’s activity and its interaction with human agents.Blocked Contacts
A line chart that tracks how many contacts blocked the Bot over time. If this number spikes after a campaign, the Broadcast content may be frustrating customers.Messages Received by the Bot
A bar chart split into two categories:Messages Sent by Source
A pie chart dividing all sent messages by source channel — Messenger Bot, Webchat Bot, Telegram Bot, TikTok Bot, and others. It shows which channel the Bot is handling most. An ideal automation ratio is approximately 70–80% Bot, leaving the remaining share for human support.Bot/Human Handoff
A daily bar chart split into:Conversation Analysis
This section displays 4 charts for monitoring conversation distribution and status across your team.Contact Analysis
This section contains 4 pie charts for understanding where your contacts come from and how they are distributed.All Contacts by Channel
Groups all contacts in the database by channel — Telegram, TikTok, Webchat, and others. Shows which channel has the largest share of your total contact base.New Contacts by Channel
Groups new contacts by channel for the selected period. Shows which channel is attracting the most new customers right now.New Contacts by Source
Groups new contacts by acquisition source:
Use this chart to identify which marketing channel is performing best and deserves increased investment.
New Contacts by Country
Groups new contacts by their country. Use this data to adjust content language and sending times to match the right time zones for your growing customer segments.Weekly Analytics Checklist
Run through these five checks every week to stay on top of performance and catch issues early:1
Check contact growth
Review the New Contacts chart. Is the number growing compared to last week? If it drops for two consecutive weeks, review your Entry Points and campaign schedule.
2
Check the Fallback rate
Go to Bot Performance → Messages received by the Bot. If the Fallback rate is above 30%, identify the messages the Bot is missing and add them to Keywords or AI Training.
3
Check First Response Time
Review the Human Agents table. If any team member has a First Response Time above 1 hour, they may need a reminder or a lighter assignment load.
4
Check blocked conversations
If the blocked contacts number rises, review that week’s Broadcasts. The sending frequency or message content may be causing customers to block the Bot.
5
Review New Contacts by Source
Identify which acquisition source brought in the most new contacts. Increase budget or improve content for that channel to accelerate growth.