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.
How It Works
- A conversation ends (closed by an agent or auto-closed).
- The AI analyzes the full conversation.
- 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).
Viewing Analysis Results
- Open any completed conversation from the Chat History page.
- In the Live Chat Panel, click the Analysis tab.
- View the AI-generated summary, sentiment, and any extracted fields.
Configuring Analysis Fields
You can define custom fields that the AI will extract from each conversation. This is configured per agent.
Adding a Field
- Open the Agent Editor for your chatbot.
- Scroll to the Post-Chat Analysis section.
- Click Add Field.
- Configure the field:
| Setting | Description |
|---|
| Key | A unique identifier (e.g., issue_category) |
| Type | text, number, boolean, or enum |
| Description | Instructions for the AI on what to extract (e.g., “The main category of the user’s issue”) |
| Options | For enum type only — list of allowed values (e.g., “Billing, Technical, General”) |
Example Fields
| Key | Type | Description |
|---|
issue_category | enum | Main category: Billing, Technical, General, Feature Request |
resolved | boolean | Whether the user’s issue was fully resolved |
product_mentioned | text | The specific product or feature the user asked about |
satisfaction_score | number | Estimated satisfaction from 1-10 based on conversation tone |
Well-written descriptions help the AI extract more accurate data. Be specific about what you want it to look for.
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.
