> ## Documentation Index
> Fetch the complete documentation index at: https://docs.totebot.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Insights

> Understand user interactions through sentiment and intent analysis

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.

<Note>AI Insights and Knowledge gaps are available on the **Pro** and **Scale** plans. Basic analytics are available from the **Basic** plan.</Note>

## 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.

<img src="https://mintcdn.com/totebot/IEMsjbsyNpqClrGS/assets/dashboard/totebot-ai-conversations-sentiment.jpg?fit=max&auto=format&n=IEMsjbsyNpqClrGS&q=85&s=59f4d22dbe8b9a7481aa10a9f1e2e0f3" alt="totebot ai conversations sentiment" width="1556" height="1073" data-path="assets/dashboard/totebot-ai-conversations-sentiment.jpg" />

## 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.