Flow (formerly chatbots) insights show you how your Flow 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 Flow statistics
Open the Smartsupp Dashboard or the Flow settings — both views surface a quick overview of how your Flows are performing.
What type of data can I see?
The overview shows four key metrics in dedicated boxes:
Triggered — number of visitors the Flow was shown to.
Reactions — number of visitors who replied to the Flow or clicked at least one of its buttons.
Resolved by a Flow — 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 Flow, 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 Flow buttons still counts as 1 reaction. Statistics of deleted Flows remain visible in the summary.
When the Flow is NOT counted
There are two situations when Flow activity won't appear in your statistics:
Opening the Flow preview in the Flow builder.
Hiding the chat box via the API — the Flow 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 Flow garage, statistics are always shown for the last 30 days.
💡 Note: Flow statistics are not updated in real time — they refresh roughly every hour. In Dashboard and the Flow 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 Flow reactions increased by 12 % compared to the previous 30 days, you'll see a green +12 % trend next to the Reactions box.
Detailed Flow statistics
Detailed insights let you evaluate exactly how your Flow 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 Flow settings and click the Flow 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 Flow.
Daily chart — how many times the Flow 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 Flow 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 Flows 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?
Flow — complete overview of how Flows work and how to build one.
Flow conditions — control when, where, and to whom the bot appears.
Flow Actions — tag conversations and contacts automatically.
Flow conversation — how Flow conversations differ from normal ones and how they're billed.
Multi-language Flows — launch separate Flows for each language.
Welcome message and handover — guide visitors smoothly from the Flow to a live agent.
💡 Need more help? Reach out to our support team — we'll be happy to help!