Understand an agent Overview

Open an agent to see its Overview. It is the agent's home page and starts with the last 30 days, so you can quickly tell what happened and what to improve next.

Everything on the page sits in its own white box, called a widget, so each answer can be read on its own. Until you change it, you read it top to bottom:

1. Your numbers for the dates you picked, with a day-by-day chart;
2. What shoppers did, when a connected store applies;
3. What customers ask and Messages, side by side on a wide screen and stacked on a narrow one.

You can add, remove, move, and resize widgets to build the page you want. See Customize your Overview.

Choose 7 days, 30 days, or 90 days to change the dates. For custom dates, geography, or exports, open Analytics.

Your numbers

Four boxes carry the headline numbers. Each one names what it measures, repeats the dates it covers, then shows the number:

• Conversations counts chats that started in those dates, with the total number of messages below it.
• New contacts counts people who first appeared in your Contacts list during those dates: visitors who filled in the lead form, shared an email or phone number in a chat, were identified by a connected channel such as WhatsApp, or placed an order. Someone who comes back is counted once, on the day they first appeared. It appears only when your role can see contacts.
• Answered without you is the share of chats your agent finished on its own, with nobody from your team stepping in.
• Visitor rating shows the average score visitors gave out of five and how many people rated. No ratings yet means nobody rated in those dates; it does not mean a score of zero.

Each box compares the dates you picked with the same number of days just before them, and says so in words, for example "compared with the 30 days before". New means the current dates have activity while the earlier ones had none. When there is nothing earlier to compare with, the box says so instead of showing a misleading zero.

Not sure what a box means? Select the question mark next to its name for a one-line explanation.

Day by day below the boxes charts the same period one day at a time, and can switch between conversations and new contacts. Dates use your device's language and date format, and each day follows your device's time zone, so a conversation at 11 PM your time counts on that day, the same as in Analytics.

What customers ask

Asked most often lists the questions visitors repeated in the dates you picked, with how many times each came up. Use it to decide which website page, file, text snippet, or Instant Answer to improve next in your knowledge.

It is a signal for review. Test an updated answer before assuming a knowledge change solved the issue.

Messages

This box shows the customer work that is still open. It is always current and does not change with the dates you picked. Depending on your access, it shows one row each for:

• chats where the visitor asked for a person;
• visitor messages nobody has read.

Every row is a count, and selecting it opens the full list. Point at a row to see what it covers and the newest few items behind it. A row with nothing waiting shows zero rather than disappearing, so you can tell "all clear" apart from "not available to you".

What shoppers did

Store activity appears only when a connected store recorded real product searches, product clicks, or successful order lookups in the dates you picked. These are actions taken in chat. They do not prove the agent caused a sale and are not sales figures.

Customize your Overview

Your layout is personal and saved separately for each agent. Teammates keep their own layouts, and changing yours never changes theirs.

1. Select Customize next to Your numbers.
2. Drag a widget by its handle (the dotted grip in its top corner) to move it. Drag the bottom-right corner to make it bigger or smaller. The other widgets move out of the way.
3. Select Add widget to choose from the widgets you can use. A new widget appears at the bottom of the page.
4. Select Save layout to keep your changes, or Cancel to throw them away.

Prefer the keyboard? Every widget has an options button (three dots) while you customize. It can move the widget earlier or later, change its width or height, and remove it. Your screen reader announces each change.

To start over, select Customize, then Reset to default. This brings back the standard layout right away, including any widgets added to the default in later updates.

Widgets you can add

• Numbers: Conversations, Messages, New contacts, Answered without you, Visitor rating, and the Day by day chart.
• Inbox: Messages, Waiting for your team, and Unread conversations. These list the newest chats by name; select one to open it in the inbox.
• Customers: Recent Leads, What customers ask, Questions without a good answer, Ratings breakdown, and Top countries. Recent Leads lists the people who most recently chatted, ordered, or left their details, with how to reach them; New marks someone who first appeared in the dates you picked. It needs permission to view contacts.
• Channels: Where chats come from (website, WhatsApp, Instagram, and more), Instagram comment to DM, WhatsApp connection, and WhatsApp campaigns.
• Shopping: What shoppers did, and Cash on delivery.
• Automation: Guided flows and Active functions.

Widgets marked Live always show what is happening now and ignore the dates you picked. All other widgets follow the dates at the top of the page.

Add widget only offers widgets your role can use. For example, the Instagram and WhatsApp widgets need permission to manage integrations, and WhatsApp campaigns needs permission to view campaigns.

Customizing on small screens

Arranging widgets needs a wide screen, so Customize appears only on a large window. On a phone or a narrow window you still see all of your widgets, in the same order, stacked one or two per row.

New and empty agents

An agent with no conversation history shows a short setup guide instead of empty charts: add what it should know, put it on your site, and collect contact details. Your numbers replace the guide as soon as visitors start chatting.

If the agent has older conversations but none in the dates you picked, Overview says nobody chatted and suggests a longer range. It will not restart setup.

Training and delayed data

Past numbers stay visible while training or re-reading your website is in progress.

Recent events can take a short time to appear. Select Refresh after a new conversation, contact, rating, or training update; the button shows the time the page was last read. If the summary cannot load, the agent header stays available and Try again reloads only the summary.

Permissions and unavailable sections

Overview shows only information your role can access. A missing contacts, store, messages, or customer-questions widget may mean there is no relevant data or your role does not include access. Restricted information is never shown as a zero.

If your role changes, widgets you can no longer see disappear from your page, and the others move up to fill the space. They stay in your saved layout and come back if your access returns.

Actions also follow your permissions. Only an allowed member sees training, settings, or knowledge actions, and only the owner can delete the agent. Ask an owner to review your role if you need another section or action.

Troubleshooting

New contacts shows 0 but people are chatting. The box only counts visitors who left something that identifies them, such as a name, an email address, a phone number, or an order. Anonymous chats are counted under Conversations instead. Turn on the lead form or ask for an email in your welcome message if you want more contacts.

New contacts is lower than the number on the Contacts page. The Contacts page lists everyone your agent has ever identified. The box counts only people who appeared for the first time in the dates you picked, so returning contacts are not counted again.

I don't see the Customize button. Make your browser window wider, or use a computer. On narrow screens the Overview shows your widgets but cannot be rearranged. Brand-new agents with no conversations show the setup guide instead, so Customize appears after the first chat. If your role includes none of the widgets, there is nothing to customize; ask an owner to review your role.

I see Load my layout instead of Customize. Your saved layout could not be loaded, so the standard layout is showing for now. Select Load my layout to try again. Customize comes back once your own layout loads, so your saved arrangement is never replaced by accident.

A widget I added is missing. Check whether your role still includes that information; ask an owner if you need it. What shoppers did also hides itself in dates with no store activity, then returns when there is some.

My layout could not be saved. Your changes stay on screen. Check your connection and select Save layout again. If you save many times within a minute, wait a moment and try once more.

I saved on two devices and one change is gone. Each save replaces the whole layout, so the most recent save wins. Customize again on the device you use most.

A widget says it could not be loaded. Only that widget is affected. Select Try again inside it, or Refresh at the top of the page.

The Instagram or WhatsApp widget asks me to connect. That channel is not connected to this agent, or it was disconnected. Follow the link in the widget to connect or reconnect it. The widget starts showing numbers once the connection is back.

WhatsApp campaigns says it is not available. Campaigns are not turned on for your account yet. The rest of the Overview works normally.