When you open individual conversations, you’ll see detailed insights that help you better understand how users interact with your AI agent through sentiment and intent analysis. These insights appear within each conversation view.
AI Insights and Knowledge gaps are available on the Pro and Scale plans. Basic analytics are available from the Basic plan.
Sentiment Analysis
Sentiment scores reflect the emotional tone of the conversation:
- Scores between -1 and 0 are considered negative
- A score of 0 is neutral
- Scores between 0 and 1 are positive
This reflects the AI agent’s interpretation of user satisfaction, based on the emotional tone and sentiment expressed in their messages.
Intent & Interest Tracking
You’ll also see:
- Intent Score: how confident the AI is about what the user is trying to achieve (e.g., asking about pricing, looking for support, etc.)
- Primary and Secondary Interest: the main topics or products users are interested in during the conversation
Product Insights
If a Shopify or WooCommerce store is connected, you’ll see Product Insights within conversation details, highlighting which products your customers are interested in during conversations and which products the AI agent suggested.
You can also find aggregate Top Product Insights in the Analytics dashboard, showing which products customers ask about most frequently across all conversations. 
