Summary
Chatbot Analytics helps you understand how your chatbots perform and identify opportunities to improve them. Instead of relying on a single automation count, you can view performance across all chatbots, see where contacts leave a flow, visualize customer journeys, and review individual chatbot sessions. You can also compare different published versions of a chatbot to understand how changes affect performance.
Availability
Chatbot Analytics
Available on all plans.
User Journey
Available for published chatbots with at least 1 recorded session.
Session Logs
Available for published chatbots with at least 1 recorded session.
CSV export
Available on Business plans.
Note: The Chatbot Analytics feature is being introduced in phases. If you don't see it in your Wati account yet, it will be available as the rollout continues.
Instructions
Chatbot Analytics consists of three features:
Chatbot Analytics provides an account-wide view of chatbot performance.
User Journey overlays performance data directly on your chatbot flow.
Session Logs lets you investigate individual chatbot sessions without leaving the Flow Builder.
Together, these features help you measure chatbot performance, identify drop-offs, and troubleshoot conversations more effectively.
Who can use this feature?
This feature is intended for:
Business Owners who want a high-level overview of chatbot performance across their account.
Automation Admins who want to monitor chatbot performance, identify drop-offs, optimize chatbot flows, and troubleshoot individual sessions.
Understand chatbot metrics
The following metrics are used throughout Chatbot Analytics, User Journey, and Session Logs.
Metric | Description |
Sessions | Total chatbot sessions started during the selected date range. |
Completed | Sessions where the chatbot reached the end of the flow successfully. This also includes sessions that routed to another chatbot or an AI Agent. |
Dropped-off | Sessions where the contact stopped responding, timed out, or the chatbot could not continue because of a technical failure. |
Reassigned | Sessions where the chatbot transferred the conversation to a human agent using an Assign User or Assign Team node. |
In Progress | Sessions that are still active and waiting for the contact to respond. |
View chatbot analytics
The Chatbot Analytics page gives you a complete view of chatbot performance across your account.
To open Chatbot Analytics
Log into your Wati account.
Go to Analytics > Chatbot Analytics.
Filter analytics
Use the filters at the top of the page to narrow your results.
Available filters include:
Date range
Last 7 days
Last 30 days
Last 90 days
Custom range (up to 180 days)
Chatbot
Channel
Version
Note: The Version filter becomes available only after selecting a single chatbot. When viewing all chatbots, analytics are calculated using the latest published version of each chatbot.
Review KPI cards
The dashboard displays the following KPI cards:
Sessions
Completed
Dropped-off
Reassigned
Completion Rate
Drop-off Rate
Reassignment Rate
These metrics update automatically whenever you change the selected filters.
Review performance charts
Use the charts to:
Track session and completion trends over time.
Monitor completion and reassignment rate trends.
Compare chatbots by drop-offs.
Compare chatbots by reassignments.
Compare chatbots
The comparison table lets you compare chatbots using:
Sessions
Completed
Dropped-off
Reassigned
Completion Rate
Drop-off Rate
Reassignment Rate
When you select a single chatbot, the comparison table will be shown with the selected chatbot's performance.
Export analytics
If you're on the Business plan, click Export to download all chatbot analytics data as a CSV file.
Analyze the User Journey
The User Journey view overlays performance data directly on your chatbot flow so you can understand how contacts move through each step.
Before you begin
The Show performance toggle is available only for published chatbots.
If the chatbot is still a draft, the toggle is disabled.
If the chatbot has no recorded sessions, performance data is not available.
To view the User Journey
Log into your Wati account.
Open a published chatbot in the Flow Builder.
Turn on Show performance.
Review the summary bar displayed below the header.
The summary bar includes:
A date selector
Sessions
Completed
Dropped-offs
Reassigned
Review the analytics displayed on each chatbot node
Each customer-facing node shows:
Session count
Completion percentage
Review branch percentages on supported nodes
The following nodes display branch split percentages:
Condition nodes
Button nodes
List nodes
Select a different chatbot version from the version history dropdown to view performance for that version.
Turn off Show performance to return to editing mode.
Note: While Show performance is enabled, the Flow Builder is read-only.
Review Session Logs
Session Logs lets you investigate individual chatbot sessions without leaving the Flow Builder.
Before you begin
Session Logs are available only for published chatbots.
Draft chatbots do not have session logs.
Published chatbots must have at least 1 recorded session before logs become available.
To open Session Logs
Log into your Wati account.
Open a published chatbot in the Flow Builder.
Click Logs.
A slide-out panel opens on the right side of the Flow Builder while keeping the chatbot canvas visible.
Export session logs
You can export session logs for further analysis or reporting.
To export session logs:
Apply any filters you want, such as Time or Status.
Click Export.
The exported file includes the session information displayed in Session Logs, along with additional fields that make the data easier to analyze.
Filter session logs
You can filter sessions by:
Time
Status
You can also search using the Conversation ID.
Review session details
Each session includes:
Status
Contact name
Phone number
Conversation ID
Session start time
Last traversed node
Number of customer-facing nodes traversed
Note: To keep the Session Logs table easy to scan, contact details are displayed in a single Contact column that includes the contact's name, phone number, and BSUID. When you export the data, the Conversation ID is included as a separate column, and the contact details (name, phone number, and BSUID) are also exported as individual columns for easier analysis.
Results are displayed in a paginated table. Click a Conversation ID to open the conversation in the Team Inbox.
View logs for a specific chatbot version
Session Logs use the chatbot version selected in the version history dropdown.
Changing the selected version reloads the logs for that version.
Chatbot versioning
Every time you save a chatbot, Wati automatically creates a new chatbot version.
The version history dropdown lets you:
View previous published versions.
Compare analytics for different chatbot versions.
View the User Journey for a specific version.
View Session Logs for a specific version.
Older versions are read-only.
Important notes
Chatbot Analytics supports filtering by date range, chatbot, channel, and chatbot version.
The version history dropdown affects both the User Journey and Session Logs.
When viewing all chatbots, analytics use the latest published version of each chatbot.
The comparison table is available only when viewing all chatbots.
While Show performance is enabled, the Flow Builder is read-only.
Session Logs open in a slide-out panel without leaving the Flow Builder.
Frequently Asked Questions (FAQs)
General
1. What is Chatbot Analytics?
Chatbot Analytics helps you measure chatbot performance across your Wati account. It provides an account-wide view of chatbot performance, identifies where contacts leave chatbot flows, visualizes customer journeys, and lets you review individual chatbot sessions.
2. What features are included in Chatbot Analytics?
Chatbot Analytics includes:
Chatbot Analytics for an account-wide view of chatbot performance.
User Journey to visualize how contacts move through a chatbot flow.
Session Logs to review individual chatbot conversations directly from the Flow Builder.
3. Who can use Chatbot Analytics?
Chatbot Analytics is available for Business Owners who want to monitor chatbot performance across their account and Automation Admins who want to optimize chatbot flows and troubleshoot conversations.
Availability and analytics
4. Which Chatbot Analytics features are available on each plan?
Chatbot Analytics is available on all plans.
User Journey and Session Logs are available for published chatbots with at least 1 recorded session.
CSV export is available on Business plans.
Note: The Chatbot Analytics feature is being introduced in phases. If you don't see it in your Wati account yet, it will be available as the rollout continues.
5. What metrics are available in Chatbot Analytics?
Chatbot Analytics includes metrics such as Sessions, Completed, Dropped-off, Reassigned, In Progress, Completion Rate, Drop-off Rate, and Reassignment Rate to help measure chatbot performance.
6. Can I compare chatbot performance across different versions?
Yes. You can compare analytics for different published chatbot versions. When viewing all chatbots, analytics are calculated using the latest published version of each chatbot.
User Journey and Session Logs
7. What does the User Journey feature show?
User Journey overlays performance data directly on a published chatbot flow. It displays session counts, completion percentages, and branch split percentages on supported nodes, helping you understand how contacts progress through the conversation.
8. What information is available in Session Logs?
Session Logs provide details about individual chatbot sessions, including the session status, contact information, conversation ID, session start time, last traversed node, and the number of customer-facing nodes visited. Session Logs can also be exported for further analysis.
Chatbot versioning
9. How does chatbot versioning work?
Wati automatically creates a new chatbot version each time a chatbot is saved. Previous published versions can be viewed to compare analytics, review User Journey data, and analyze Session Logs. Older versions are read-only.