Chatbot insights show you how your chatbot is performing — how often it's triggered, how visitors react, how many issues it resolves on its own, and how many get escalated to a human agent. Use them to spot which buttons work, which messages need rewriting, and where visitors drop off.
We've split this article into seven sections:
Where to find chatbot statistics
Open the Smartsupp Dashboard or the chatbot settings — both views surface a quick overview of how your chatbots are performing.
What type of data can I see?
The overview shows four key metrics in dedicated boxes:
Triggered — number of visitors the chatbot was shown to.
Reactions — number of visitors who replied to the chatbot or clicked at least one of its buttons.
Resolved by a chatbot — visitors who only interacted with the bot (clicked a button but didn't send a message).
Escalated to human — visitors who sent a message in reaction to the chatbot, with or without clicking a button.
💡 Worth remembering: Numbers in the boxes are always rounded. Even if a visitor browses several pages, that counts as 1 trigger. Clicking multiple chatbot buttons still counts as 1 reaction. Statistics of deleted chatbots remain visible in the summary.
When the chatbot is NOT counted
There are two situations when chatbot activity won't appear in your statistics:
Opening the chatbot preview in the chatbot builder.
Hiding the chat box via the API — the chatbot can't trigger if the chat box isn't loaded.
Time periods & data refresh
In the Dashboard, switch between time filters — last 7 days, 30 days, or 12 months. In the chatbot garage, statistics are always shown for the last 30 days.
💡 Note: Chatbot statistics are not updated in real time — they refresh roughly every hour. In Dashboard and the chatbot garage, hover over the title to see the time of the last update.
Trends — green and red numbers
Each box also shows a small green or red number — we call these trends. They compare the current period to the previous one. Green = positive change (up), red = negative change (down).
Example: If chatbot reactions increased by 12 % compared to the previous 30 days, you'll see a green +12 % trend next to the Reactions box.
Detailed chatbot statistics
Detailed insights let you evaluate exactly how your chatbot is performing — which buttons visitors click, which topics interest them most, and whether they still reach out to live chat after the bot replies. Use these signals to improve your flows.
Open Chatbot settings and click the chatbot you want to inspect:
Then click Statistics in the top menu — the detailed view appears in the right panel.
In the detailed view you'll find:
Overall statistics of this specific chatbot.
Daily chart — how many times the chatbot was triggered each day, and how many reactions it got (opened + clicked).
Button usage — how many visitors clicked each button. Buttons are linked to the chatbot builder, so you can jump straight to editing an answer if it needs improvement.
Escalations per button — how many visitors still contacted support after clicking a particular button. A high escalation rate is a strong signal that the bot's answer needs rewriting.
⚠️ Heads up: Statistics for deleted chatbots remain visible in the summary, but their detailed view is no longer accessible — make sure to review insights before deleting a bot.
What's next?
Chatbot — complete overview of how chatbots work and how to build one.
Chatbot conditions — control when, where, and to whom the bot appears.
Chatbot Actions — tag conversations and contacts automatically.
Chatbot conversation — how chatbot conversations differ from normal ones and how they're billed.
Multi-language chatbots — launch separate chatbots for each language.
Welcome message and handover — guide visitors smoothly from the chatbot to a live agent.
💡 Need more help? Reach out to our support team — we'll be happy to help!