Chats — conversation analytics
The Chats tab in the — is the main analytics view for the number of bot conversations. Here you can see: how many users messaged the bot how activity changes by day whether leads return how effectivel
Here you can see:
- how many users messaged the bot
- how activity changes by day
- whether leads return
- how effectively ads are performing
- whether the customer base is growing.
The top section displays three key metrics:
- for today
- for the current week
- for the current month.
Below are two charts:
- New chats by day — new chats only
- Chats by day — all active chats.
This section helps you quickly assess the overall inflow of leads, trends, and user retention quality.
When to open this tab
Use it when you need to:
- check in the morning how many chats there were yesterday
- assess how the current week is going
- check the result after launching ads
- compare the current period with the previous one
- understand whether users return.
What is in the Chats tab
The tab contains:
- three KPI cards at the top
- two charts showing daily dynamics
- the Period selector for choosing the analysis period.
Main metrics
Chats for today
The number of chats for the current day. The metric is updated in real time and shows how many conversations have already taken place today.
Chats per week
The number of chats for the current calendar week. It helps you assess the bot’s overall pace. If the value is already high by the middle of the week, traffic is active.
Chats per month
The number of chats for the current calendar month.
Used for:
- monthly reports
- comparison with previous months
- assessment of the project’s overall growth.
Charts
New chats by day — new chats only
Shows only users who wrote to the bot for the first time.
If a lead sent their first message, they are counted as a new chat.
If the same user writes again later, they will no longer be included in this chart.
What the chart shows:
- the growth rate of the base
- advertising effectiveness
- traffic peaks and drops
- the impact of weekends and holidays.
Chats by day — all active chats
Shows all conversations that had activity during the day.
This includes:
- new users
- repeat inquiries
- returning leads.
If a user sent several messages in one day, this counts as one active chat for that day.
If they wrote again several days later, that day will also be included in the chart.
What the chart shows:
- the overall load on the bot and the team
- activity of the current user base
- the user return rate.
Metric comparison
Metric | What it shows |
New chats | Only first inquiries from new users |
Chats | All active conversations: new and repeat ones |
Main retention metric
The Chats to New chats ratio is the main indicator of user retention.
1:1 — users write once and do not return. This signals weak retention.
2:1 or 3:1 — a good indicator. Leads continue the conversation and return again.
5:1 and above — an excellent result. You have an active base of regular users.
If the ratio remains 1:1
It is worth improving user retention:
- configure Push Messages — Re-engaging Silent Users.
- improve AI Reply — smart replies via AI.
- refine conversation scenarios
- revise the offer.
Period — period selection
In the upper-right corner, you can select the analysis period.
Available options:
- Today
- 7 days
- 14 days
- 30 days
- 90 days
- custom date range
Important to know
Period affects only charts and detailed analytics. The KPI cards at the top always show the current day, current week, and current month — regardless of the selected period.
What to do with the results
Low traffic
If the New chats by day chart shows very few new chats and is not growing:
- check whether advertising campaigns are running in How Tracker Works.
- make sure the landing pages are working correctly
- check Chat Status — conversation statusesand user activity.
High acquisition, but weak retention
If New chats is growing, but Chats is almost the same as it:
- users come in but do not return
- AI Reply may not be good enough
- Push Messages are missing
- the offer does not motivate users to interact again.
Use cases
Checking ads after launch
You launched an advertising campaign a week ago.
Open: Analytics → Chats.
Select: Period → 7 days.
If the New chats by day chart shows growth, the ads are working.
Retention analysis
Select the 30 days period.
Example: New chats — 50 per day. Chats — 80 per day.
A 1.6:1 ratio means that some users are returning, but there is room for improvement.
KPI planning
Select the 90 days period.
Compare the trend for the quarter and define chat count goals for the next period.
Things to consider
Chats ≠ Subscribe
These are different metrics.
Subscribe records the fact of a subscription or bot launch.
Chats records actual messages from the user to the bot.
A user can subscribe but not start a conversation.
In this case, Subscribe will be counted. Chats will not.
Frequently Asked Questions
Expected result
After analyzing the Chats tab, you will be able to:
- estimate the total volume of leads
- see the growth dynamics of your audience
- understand whether users return
- check the effectiveness of advertising campaigns
- identify retention issues.
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