Every number in Analytics now opens the exact conversations it counts, and the list total matches the number on the report. Analytics also gains a Knowledge tab, satisfaction detail, handoff trends and CSV downloads. Topics Aide detects in chat now show up in the inbox and in Analytics.
How it behaves
- Clicking a number: the inbox opens filtered to exactly those conversations (resolved by Aide, handed off for a given reason, re-opened, not routed, rated by the customer, ordered after a chat...) for the same dates, channel and topic. The filters show as removable "Analytics" chips in the inbox.
- Sales tiles: they count orders; their link lists the conversations behind those orders, so a chat with two orders appears once in the list.
- Knowledge tab: the help documents Aide's chat replies drew on, how many conversations cited each one, and how often those conversations were resolved (shown once a document has 30 conversations with a known outcome). Below it, knowledge gaps: conversations Aide handed off for missing information or answered without enough knowledge, grouped by topic, each opening its conversations, so you know what to write next.
- Satisfaction (AI Agent tab): CSAT for Aide and for your team, the spread of 1-5 ratings, the trend, and the latest comments, each linking to its conversation. Headline scores appear once there are 30 responses.
- Handoffs: the handoff card now shows reasons by day (by week past 45 days) and by channel.
- CSV: each section (volume, channels, topics, handoff reasons, knowledge documents, knowledge gaps) downloads as CSV for the selected dates and filters.
- Channels: the channel filter lists every channel Aide supports (Aide Chat, Email, Zendesk, Front, Gorgias, Messenger, Instagram, WhatsApp).
- Freshness: figures refresh every few minutes; "Updated" shows when they were computed.
- Who sees Analytics: owners and admins. Agents no longer see it in the sidebar, the command palette or Home, and an Analytics link opens a short explanation instead.
- Home: the "Last 7 days" tiles open the conversations they count.
- Topics from Aide Chat: the topic Aide detects in a chat is now saved on the conversation, so it appears on the conversation, works in the inbox topic filter, and counts in Analytics. Earlier chats are filled in once when this ships.
Also in this change
- Long date ranges load faster.
- Metric names with a definition on hover have a dashed underline, so you can tell which ones explain themselves.
For developers
GET /v1/analytics/overview,/summaryand the new endpoints return403 forbiddenfor agent sessions; API keys are unaffected.GET /v1/conversationsgains filters:outcome[],handoffReason[],detectedTopic[],startedAfter/startedBefore, andorderedAfter/orderedBefore(only with an order outcome; otherwise422 order_window_without_order_outcome).- New
GET /v1/analytics/knowledge(analytics_knowledge:documents,gaps) andGET /v1/analytics/satisfaction(analytics_satisfaction:aide,human,comments), with the overview's window and filter parameters. - New
GET /v1/analytics/export?section=returning CSV forvolume,channels,topics,handoff_reasons,knowledge_documentsorknowledge_gaps. - The overview gains
handoffReasonsByDayandhandoffReasonsByChannel. - Analytics responses are cached for up to 5 minutes;
asOfis when the result was computed.