Analytics is ChatbotX’s reporting hub, where you can monitor chatbot activity and team performance in real time. From here, you can see which channels perform best, which team members reply the fastest, and whether your Bot is handling conversations well or needs Flow improvements.Documentation Index
Fetch the complete documentation index at: https://chatbotx.io/docs/llms.txt
Use this file to discover all available pages before exploring further.
Filters and date range
Before reading any number, set the right filters first:- Date range: Click the calendar icon in the top-right corner to choose:
- Today / Yesterday
- Last 7 days / Last 30 days
- This Month / Last Month
- Lifetime (full history)
- Custom Range (choose your own start and end date)
Analytics shows Last 7 days by default. Switch to 30 days when you want a clearer view of the real trend.
Overview
At the top of the page, ChatbotX shows the 5 most important metrics:Contacts
The total number of contacts in your system. The green number below shows the percentage of growth compared with the previous period.
New Contacts
The number of contacts added during the selected date range. This reflects how well you are attracting new customers.
Active Contacts
The number of contacts that had at least one interaction during the selected period. This metric shows how active your database really is.
Response Time
The average time from when a customer sends a message to when they receive a reply from either Bot or human.
First Response Time
The time it takes to send the first reply in a new conversation. This is often more important than the overall Response Time.
Contact growth charts
Right below the overview metrics, you will see 2 line charts: Total Contacts: The running total of contacts over time. This line can only stay flat or go up, not down. New Contacts: New contacts by day. This line makes it easier to see how well your ads or Entry Point Links are bringing in new people. How to read these charts:- A sudden spike: Usually comes from a Broadcast or an ad campaign that ran that day
- Steady weekly growth: Your Bot and Trigger are working well
- A long flat line: No new traffic is coming in, so review your Entry Points or campaigns
Response performance
Response time charts
Average response time (Minutes): A line chart that compares:- First response time: How long it takes for Bot or human to send the first reply when a customer starts a conversation
- Response time: The average reply time across the full conversation
A long Response Time is not always bad. If the conversation is a detailed consultation, a longer exchange can be completely normal. Compare it with actual conversions instead of judging the time alone.
Humans
The Humans table lists each team member in detail:| Column | Meaning |
|---|---|
| Name | Team member or admin name |
| Messages sent | Total messages sent by that person |
| Contacts | Number of unique contacts they handled |
| Response Time | Their average reply time |
| First Response Time | Their average first reply time |
| Assigned conversations | Number of conversations assigned to that person |
- Evaluate each team member’s productivity
- Spot team members with unusually high First Response Time
- Rebalance assignments if one person is overloaded
Bot performance
Messages received by the Bot
The Messages received by the bot chart is split into 2 categories:- Success (green): Messages the Bot understands and answers with a Flow
- Fallback flow (pink): Messages the Bot does not understand, so it triggers the fallback Flow
Messages sent by source
The Messages sent by human/bot pie chart is divided into 3 parts:- Bot (blue): Messages sent automatically by the Bot
- Human (red): Messages sent manually by a team member
- Facebook/Instagram Inbox (orange): Messages sent from Meta’s Inbox interface
Bot/Human handoff
Conversations moved to human/bot: A daily bar chart split into:- Human (green): How many times the Bot hands a conversation to a team member
- Bot (pink): How many times a team member hands a conversation back to the Bot
Conversation analysis
Unique conversations by admins
A pie chart showing how many unique conversations each team member handled. Use it to evaluate workload distribution.
Assigned conversations
A daily bar chart showing how many conversations were assigned each day. Peaks often line up with Broadcast days.
Follow Up conversations
The number of conversations marked for Follow Up and still need another contact. Use this to track leads that are not closed yet.
Archived conversations
The number of conversations archived during the selected period. This usually grows alongside the volume of completed conversations.
Blocked conversations are an important signal. If this number spikes, review your most recent Broadcast. The content may be frustrating customers and causing them to block the Bot.
New contact analysis
New contacts by channel
A pie chart that groups new contacts by channel: Telegram, WhatsApp, Instagram, Messenger, and Webchat. It helps you see which channel is attracting the most new customers.New Contacts by Source
A pie chart that groups contacts by acquisition source:| Source | Meaning |
|---|---|
| Direct | The customer starts the conversation directly from your Page or channel |
| Bot Link | The customer enters through an Entry Point Link (Ref Link) |
| Inbound Message | The customer comes from a Click-to-Message ad |
| Webchat | The customer starts from the widget on your website |
All contacts by channel and by country
- All contacts by channel: All contacts grouped by channel, not only new contacts
- All contacts by country / New contacts by country: Shows where your customers are so you can adjust content and sending times to match the right time zone
Assigned conversations by admins
A pie chart showing how assigned conversations are distributed across team members. Compare it with the Admins table above to check whether workload is balanced across the team.Weekly Analytics checklist
Each week, review Analytics in this order:Check contact growth
Review the New Contacts chart. Is the number growing compared with last week? If it drops for 2 weeks in a row, review your Entry Points.
Check the Fallback rate
Go to Bot Performance and review the Fallback flow rate. If it is above 30%, filter the messages the Bot did not recognize and add them to Keywords or AI Training.
Check First Response Time
Review the Admins table. If any team member has a First Response Time above 1 hour, they may need a reminder or a different assignment load.
Check Blocked conversations
If this number rises, review that week’s Broadcast. The sending frequency or message content may be bothering customers.