Insights is a Chat Widget Analytics dashboard inside the Chat Widget area of Captivation Hub. It pulls together engagement data, lead generation numbers, per-widget performance, and customer sentiment so you can see how visitors interact with your chat widgets across your site.
The dashboard uses existing widget event data to show how visitors move from loading a widget to opening it and becoming leads. You can review performance across all widgets in your account or filter by specific widgets and date ranges.
Insights includes a conversion funnel, headline KPI cards, per-widget performance reporting, engagement charts, customer sentiment trends, and drill-down records.
Step 1 — Open Chat Widget Insights
- In the left navigation menu, go to Funnels & Websites.
- Select Chat Widget.
- Click the Insights tab.
The Chat Widget Analytics dashboard opens and shows analytics for the currently selected widgets and date range.
Step 2 — Set Your Date Range and Widget Filters
Use the date range picker in the upper-right corner to choose the reporting period you want to analyze.
Then use the All Widgets dropdown to choose which widgets to include. You can select all widgets or narrow the report to specific ones.
The widget and date filters control everything displayed throughout the dashboard.
Step 3 — Review the Conversion Funnel and Key Metrics
The Conversion Funnel shows the three-stage visitor journey: Widget Loads, Widget Opens, and Leads Created, along with an overall conversion rate. Comparing stages helps you see where visitors stop engaging.
Below the funnel, Leads by Widget Type breaks down generated leads by chat type (Live Chat, SMS/Email Chat, Voice AI).
The four headline KPI cards summarize:
- Satisfaction Rate: Visitor feedback satisfaction percentage.
- Open Rate: Widget opens divided by widget loads.
- Active Widgets: Widgets that recorded loads during the selected period.
- Leads Generated: Total unique contacts captured across included widgets.
Step 4 — Compare Widget Performance and Drill Into Records
Scroll to Widget Performance to see a table comparing all your widgets. You can sort by any column (Loaded, Opened, Open Rate, Leads Generated, feedback) and filter by widget name.
To see the records behind a number, click an available metric value (like a Leads Generated count) to open a detail drawer showing contact information for those leads. Click X to close the drawer.
Step 5 — Explore Engagement and Customer Sentiment
Scroll to Engagement to see the overall open rate and a daily chart of widget loads vs. opens. Switch between Stacked, Paired, and Drop-off views to explore the data in different formats.
Continue to Customer Sentiment to see the overall satisfaction breakdown (Positive vs. Negative feedback) and a daily feedback trend chart. Switch between Stacked, Paired, and Net views.
Frequently Asked Questions
Is this the same as Chat Widget Analytics in AI Studio?
No. This Insights dashboard is accessed through Funnels & Websites → Chat Widget → Insights and covers your standard chat widgets. AI Studio has a separate analytics view for widgets built inside AI Studio projects.
Why would a widget show loads but no opens?
Widget loads and opens are tracked separately. A widget can load on a page without the visitor clicking to open it, so loaded counts can appear without any opens.
Can I see which page a lead came from?
Yes. The Widget Performance table shows the page where each conversation started for leads generated through chat widgets.
Comments
0 comments
Please sign in to leave a comment.