# Chatbot Engagement

### ChatBot Engagement – Help Documentation

The **ChatBot Engagement** tab provides deep insights into how users interact with your chatbot across sessions, messages, and resolutions. These metrics help you understand engagement quality, user behavior, and where human intervention is required.

{% embed url="<https://youtu.be/GAmnuoNXXYE>" %}

***

#### 📊 Metrics & Charts Explained

**1. Total Sessions**

**What it shows:**

* Total number of chatbot sessions initiated by users within the selected time range.

**How to use it:**

* Identify traffic trends over time
* Measure chatbot adoption

**Filters available:**

* Date range
* Bot selector
* View type: Daily / Weekly / Monthly

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FwvOGExdvSntyQCJw2aH0%2FScreenshot%202025-12-18%20at%2011.47.50%E2%80%AFAM.png?alt=media&#x26;token=f87ed240-abfd-4f47-8e6d-1a7c6745ee79" alt=""><figcaption></figcaption></figure>

***

**2. Unique Users vs Returning Users**

**What it shows:**

* **Unique Users (Blue):** New users interacting with the bot
* **Returning Users (Green):** Users who have interacted before

**Why it matters:**

* Helps measure user retention
* Indicates chatbot stickiness and repeat engagement

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FSTIFSQwmi7lF7G9Qk0dE%2Fimage.png?alt=media&#x26;token=034b7c78-3155-4ef4-bd5c-02c7739545c7" alt=""><figcaption></figcaption></figure>

***

**3. Session Duration**

**What it shows:**

* Average duration (in seconds) of chatbot sessions

**Insights you can draw:**

* Longer sessions may indicate deeper engagement
* Very short sessions may indicate poor responses or confusion

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FKEo93HsrOhpHrK2D4Div%2Fimage.png?alt=media&#x26;token=53b83cc8-866d-4dce-a93e-6b81000928aa" alt=""><figcaption></figcaption></figure>

***

**4. Messages Per Session**

**What it shows:**

* Average number of messages exchanged in a single session

**Why it’s important:**

* Higher values often mean stronger engagement
* Extremely high values may indicate looping or unresolved intents

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2Fgn3vWFATaIh9nSuOCsBo%2Fimage.png?alt=media&#x26;token=cce290e8-c662-44eb-97bd-5e8397b250f7" alt=""><figcaption></figcaption></figure>

***

**5. Escalation Rate**

**What it shows:**

* Percentage of sessions escalated from bot to human agent

**How to interpret:**

* High escalation rate → Bot needs better training or coverage
* Low escalation rate → Bot is resolving queries effectively

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FfO7RHFNx6duPOdH4oAZI%2Fimage.png?alt=media&#x26;token=dd6988e3-d3c6-4bdc-b162-2b6fb44e38f8" alt=""><figcaption></figcaption></figure>

***

**6. Resolution Rate**

**What it shows:**

* Percentage of sessions resolved successfully without escalation

**Best practice:**

* Aim for a higher resolution rate to reduce support workload

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FsqWwJTyoBK58BkXVuotz%2Fimage.png?alt=media&#x26;token=88e0a198-2e55-4442-854e-b1185684448b" alt=""><figcaption></figcaption></figure>

***

**7. Drop-off Rate**

**What it shows:**

* Percentage of users who left the conversation before completion

**What it indicates:**

* High drop-off may mean:
  * Poor flow design
  * Long response times
  * Irrelevant bot replies

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FrWVxR4Cstg9ucEgKkf1y%2Fimage.png?alt=media&#x26;token=dec9a522-3042-4f86-9cf4-a8a3b289b93a" alt=""><figcaption></figcaption></figure>

### FAQs

<details>

<summary>What is considered a session?</summary>

A session starts when a user begins interacting with the chatbot and ends after inactivity or completion of the conversation.

</details>

<details>

<summary>What’s the difference between unique and returning users?</summary>

Unique users are first-time visitors, while returning users have interacted with the chatbot before.

</details>

<details>

<summary>Why is my escalation rate high?</summary>

This usually means the bot is unable to answer certain queries and is handing them over to a human agent.

</details>

<details>

<summary>How is resolution rate calculated?</summary>

Resolution rate is the percentage of sessions successfully completed by the bot without escalation.

</details>

<details>

<summary>What causes a high drop-off rate?</summary>

Users may drop off due to unclear flows, slow responses, or irrelevant answers.

</details>

<details>

<summary>Can I filter data for a specific bot?</summary>

Yes, use the **Pick bots** filter at the top of each chart.Yes. You can download conversation and contact data directly from the Inbox screens.

</details>