The Performance tab gives you an overview of how your chatbot is handling conversations — resolution rates, activity trends, and the ability to review individual conversations in detail.
How to get there: Go to Setup → Chatbot in the top menu → click your chatbot → Performance tab (in the sidebar).
Select a time period from the dropdown in the top right:
A donut chart showing the percentage of conversations resolved by the chatbot without human intervention. This is a key indicator of how well your chatbot handles questions on its own.
A summary card showing:
A line chart below shows the daily trend for chats and AI replies over the selected period.
Below the overview, a table lists all conversations for the selected period. Each row shows:
Filter the conversation list by outcome:
Click on any conversation to see its full details.
The full conversation is displayed as message bubbles showing:
A sidebar showing the search queries the chatbot made against your training data, along with match scores:
This helps you understand which training content was used and how well it matched the visitor's questions.
An AI-generated summary of the conversation along with the overall health score.
A table showing:
Details about the visitor — name, email, channel, and conversation date.
From the conversation detail view, you can create or update revised answers directly:
If the message was already a revised answer, it updates the existing one instead of creating a duplicate. This is the fastest way to improve your chatbot's responses based on real conversations.
The Performance tab and the Quality tab serve different purposes:
| Performance | Quality | |
|---|---|---|
| Focus | Conversation outcomes | Training content effectiveness |
| Key metrics | Resolution rate, activity trends | Knowledge coverage, average score |
| Shows | Individual conversations with full context | Knowledge gaps and top-performing topics |
| Use for | Monitoring day-to-day operations | Improving training data |
Use Performance to see how conversations are going. Use Quality to identify where your training content needs improvement.
The health score is an AI-generated rating (0-100) of how well the chatbot handled each conversation. It is used both for performance monitoring and to determine which conversations trigger transcript notifications.
| Score | Signal |
|---|---|
| 0 – 39 | Chatbot failed — no useful answers, customer likely frustrated |
| 40 – 59 | Poor experience — partial answers at best, needs attention |
| 60 – 69 | Mediocre — answered but not well |
| 70 – 79 | Decent — normal conversations |
| 80+ | Good — handled well |
Conversations with a health score below 60 are flagged as "needs help" in transcript settings. This covers roughly 6% of conversations — the ones where escalation rates are 2–3x higher and customers are typically frustrated or left without answers.