Asking Questions in Chat

Chat is where you explore your data. Ask any question about your interactions in plain English and the AI Analytics Assistant generates a chart, graph, or written insight in response, then keep asking follow-up questions to go deeper.

Starting a new chat

  1. Open the Analytics Assistant and select New Chat.
  2. Type your question in the message box and send it.
  3. The assistant returns a visualization and a written summary answering your question.

When you open a new chat, you'll also see a few sample questions you can click to get started quickly.

Asking a good question

You can ask questions exactly as you'd phrase them to a colleague. A few examples:

  • What are the top contact reasons driving escalations this week?
  • How has our containment rate changed month over month?
  • Which agents have the highest handle times on billing chats?
  • Where are customers experiencing the most friction in our bot?
  • What's our deflection rate this quarter?
  • Which chat topics are most associated with negative sentiment?

Tips for better answers

  • Name the channel or bot. If you have several channels, mention which one you mean, for example "top 10 contact reasons for the bot" or "resolution time for helpdesk tickets." Without that context, the assistant looks across all available data.
  • Be specific about the time frame. Phrases like "this week," "last quarter," or "month over month" help the assistant scope the answer.
  • Ask for the chart type you want. You can request a specific chart, for example "show this as a bar chart." Bar charts work especially well for dashboards and exported slides.
  • Follow up. Treat it like a conversation. After an answer, ask "break that down by subcategory" or "now show only high-priority tickets."

Saving an answer

When you get an answer worth keeping, pin it to a dashboard so your team can see it without re-asking. See Pinning Questions to a Dashboard.

Browsing past chats

Your previous conversations are saved, so you can revisit a question and its answer at any time from your chat history.


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