Conversation insights

Conversation insights give you an owner-facing view of how people use your assistant: the recurring themes they ask about, their intents, the sentiment of conversations and how they end (resolved, escalated, abandoned…). It's aggregate analysis for the business — you never see raw transcripts.

You enable it per application from the dashboard. It analyses conversations that are already stored, so it builds on conversation storage. Voice conversations are analysed alongside text chat: each conversation is tagged with the mode it happened on — a Chat or Voice badge — and the dashboard breaks the period down by mode, so you can see the chat-vs-voice split at a glance.

How it works

1. A conversation happens and is stored as normal.
2. A short while after it settles (no new messages), a background pass distills it once into a structured insight — a neutral summary plus short topic and intent labels, sentiment and outcome. This is analysis only: no card numbers, government ids, health data or credentials are ever recorded.
3. Across an application, near-duplicate topic labels are consolidated into canonical themes — so "order eta", "where's my order" and "delivery time" collapse into a single theme with a combined count.

Insights are derived data with their own retention and are independent of the underlying conversation: they outlive the raw transcript and can be kept even on shorter storage windows.

Effort stats

Alongside the themes, the dashboard surfaces two operational stats so you can see how much work requests take, not just what they're about:

• Average tool calls — how many tools the assistant invokes to service a request, on average.
• Average time to service — how long a conversation runs end to end (first message to last).

Both appear as headline numbers for the period and broken down per theme, so you can compare request types — a "refund policy" question might resolve in one turn with no tools, while "track my order" averages several tool calls and a longer back-and-forth. The numbers are computed from stored conversations as each insight is distilled, and fill in for conversations processed from when you enable insights onward.

Enabling it

In the dashboard, open your application's Insights settings and turn on Conversation insights. It requires:

• Conversation storage on — there's no source data to analyse otherwise.
• A Growth plan or higher — insights aren't part of the PAYG plan.

Once enabled, conversations that settle from then on are distilled automatically (it's forward-looking — past conversations aren't backfilled). View the results under Insights in the dashboard, where a 7-day / 30-day toggle sets the window the themes, effort stats and distributions are rolled up over.

Privacy

Insights never process a conversation you didn't choose to store, and the distillation step is instructed to exclude sensitive identifiers. Everything is scoped to your business and the application it belongs to.

Customer memory is a separate, per-user feature — see Customer memory. Enabling insights does not enable memory, and vice-versa.