Chat Conversation Insights

What’s new

A Smarter Analytics Dashboard

When you open the new dashboard, you’ll immediately notice a refreshed layout with key insights about your chat performance.
ou can now easily see:

• How many visitors are using chat
  
• How much time you’re saving compared to handling the same requests manually
  
• How much revenue has been generated through chat interactions
  
  

You’ll also be able to view data on visitors who purchased products recommended by chat, showing exactly how chat contributes to your store’s bottom line.

Conversation Insights

Below the main overview, you’ll find Conversation Topics and Unresolved Conversations — giving you deeper visibility into what customers are actually asking about.

Conversations are automatically grouped into helpful themes, such as:

• Product inquiries
• Returns & cancellations
  
• Delivery & shipping
  
• General information
  

This allows you to instantly see what’s driving customer engagement and what topics appear most frequently.

Unresolved Conversations

The new Unresolved Conversations section helps you focus on what’s not yet solved — making it one of the most valuable tools for improving your store experience.

Here, you can explore:

• The exact customer conversations that were left unresolved
  
• Key metrics like order value, whether the chat led to a conversion, and whether the customer purchased a recommended product
  
• Resolution Guidance, where the AI suggests how you can respond better to similar conversations in the future
  
  

These insights help you understand where chat interactions can improve — whether that’s in your catalog, your product descriptions, or your customer support content.

Why It Matters

With Chat Conversation Insights, you can now:

• See how chat contributes to your store’s success
  
• Understand exactly what customers are asking about
  
• Identify unresolved conversations and learn how to address them
  
• Get AI-powered guidance to improve your future interaction

Feedback

We’d love to hear how this update helps your store’s international shoppers.
As always, you can reach our team at support@clerk.io with feedback or questions.