Analytics

The Analytics tab turns your conversations into a dashboard. Pick a time range (7, 30 or 90 days) and, if you run more than one agent, filter to a single one.

The numbers at the top

• Conversations — how many chats started in the period.
• Leads and Lead rate — captured contacts, and what share of conversations became a lead. A rising lead rate means the agent is qualifying better.
• Visitor messages — total questions asked, a truer measure of engagement than conversation count.
• First reply — the average time to the first streamed word. Kelma is typically 1–3 seconds; a spike usually means a cold start after a quiet period.
• Satisfaction — the share of 👍 among all visitor votes on replies (the thumbs under each answer). Only shows once visitors have voted.

The charts

• Conversations per day — daily volume, split by channel so you can see whether Website, WhatsApp, Telegram, Slack or the API is carrying the load.
• Leads per day — the same view for captured contacts.
• Channels — the share of conversations by where they happened.
• Sentiment and What visitors want — the mood and intent of conversations, drawn from the AI insights each chat gets after it goes quiet. "What visitors want" is the fastest way to spot a gap: a big pricing or support slice tells you what to put front-and-centre.

Everything is computed live from your data — nothing to set up, and it updates as conversations come in. For per-conversation detail, open the Inbox; to pull the raw rows into a spreadsheet or BI tool, use the CSV exports on Inbox and Leads, or the API.