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Post-Chat Analysis uses AI to automatically analyze conversations after they end. It can extract structured data, summarize the conversation, and assess customer sentiment — giving you actionable insights without manual review.

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How It Works

  1. A conversation ends (closed by an agent or auto-closed).
  2. The AI analyzes the full conversation.
  3. It generates:
    • Summary — A concise overview of what was discussed.
    • Sentiment — The customer’s overall mood (Positive, Neutral, Negative).
    • Extracted Data — Custom fields you define (see below).

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Viewing Analysis Results

  1. Open any completed conversation from the Chat History page.
  2. In the Live Chat Panel, click the Analysis tab.
  3. View the AI-generated summary, sentiment, and any extracted fields.
Post-chat analysis tab showing conversation summary, sentiment, and extracted data

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Configuring Analysis Fields

You can define custom fields that the AI will extract from each conversation. This is configured per agent.

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Adding a Field

  1. Open the Agent Editor for your chatbot.
  2. Scroll to the Post-Chat Analysis section.
  3. Click Add Field.
  4. Configure the field:

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Example Fields

Well-written descriptions help the AI extract more accurate data. Be specific about what you want it to look for.

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Editing & Removing Fields

  • Click on a field to edit its configuration.
  • Click the delete icon to remove a field.
Changes to analysis fields apply to future conversations only. Previously analyzed conversations retain their original extracted data.