Review Results and Logs, keep Profile current, and improve collections, source text, and routing with real customer questions.
- Results: Open Results (first tab after login) to review visitors, conversations, estimated time saved, self-service rate, off-hours coverage (from Profile business hours), link clicks, leads, orders (estimate), and top topics for this month or the previous month. Each metric shows a per-day chart for the selected period. Use Share to send an image of that period. Leads come from product links or codes in the conversation log. Orders (estimate) counts when those products match an order in your Orders data for the same session (contact or order id, or a thank-you page in that session), within about one hour after the session — an estimate that depends on Orders sync. Time saved is chat length until idle detection ends the conversation (same idle setting as transcript email).
- Logs: Use date filters and quick ranges to review conversation history, then export results to CSV when you need offline analysis. Conversation detail can show when a visitor clicked a link in an answer, and how each hit was retrieved (semantic or keyword). When transcript email is enabled, that email can include those link clicks and conversation images.
- Profile: Keep your email, company, phone, VAT, address, and business hours current, and change your password from Profile (account button in the top header) when needed. Business hours drive the Results off-hours metric and answers about whether you are open. For contact details and hours you can fill a draft from knowledge, then save to confirm.
- Usage: Review your monthly usage progress in Profile so you can see how close you are to your response limit.
- Indexing workflow: Re-index after major content changes. If automatic indexing is enabled, scheduled sync can keep dynamic sources fresh.
- Best practice for collections: Separate collections by business purpose, such as products, support, billing, or orders, instead of mixing everything together.
- Best practice for source text: Keep source content clean, plain, and direct. Include exact URLs you want shared. Remove unnecessary markup and avoid burying key facts inside long paragraphs.
- Best practice for routing: Start with a small number of clearly named collections, test with real customer questions, then expand routing rules and adjust semantic/keyword balance only when needed.
- Best practice for visitor trust: Write friendly fallback messages, add a clear support escalation path, and keep your disclaimer and privacy link current.