Insights and reports

What customers ask, how the chat is doing, and how your inbox is doing, over the last 30 days.

Everyone on your team can open the Insights page. Nothing on it uses the AI until someone asks for a draft article or a docs test.

Your inbox

Your inbox, last 30 days shows:

new conversations, by email and by chat;
the median time to a first reply, and to close;
with business hours set, the median time to a first reply counted in business hours too;
how many are open now, and how long the oldest one has waited;
each person's replies, with how customers rated them.

Times are calendar time unless the page says business hours.

Ratings

How customers rated your replies shows the share rated Great, the counts of Okay and Not good, how many replies were rated out of those that asked, and what customers wrote. See Replying from the inbox.

The chat

The chat, last 30 days shows:

Questions, Answered and Handed to a person;
Resolved (estimate): answered, not marked unhelpful, and not asked again in other words within 10 minutes;
Marked helpful: the visitors' votes;
Chat cost;
Forwarded email: how many arrived, how many had a suggested reply, and how many needed a person.

What they ask about groups questions by topic, with how many were answered. Why questions went to a person counts the reasons, such as "the docs do not cover it".

Home

Home shows the chat's last 7 days, its latest questions marked Answered or Handed off, and how many of this month's AI answers you have used.

Gaps in your docs

The same page lists the questions your docs didn't answer, and can draft the missing articles. See Gaps in your docs.

Still stuck? Write to hello@getswaru.com.