Filters
Filter chat reports by teammate, tag, country, keyword, and more, and group results by day or hour.
Live chat reports and analytics
See the revenue your chats bring in, how your team and AI Agent perform,
and which visitors leave without a reply, so you know what to fix next.
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Text is intuitive live chat software from the team behind LiveChat.com, HelpDesk.com, and ChatBot.com, products used by 30,000+ customers worldwide.
Track the revenue
from every chat
All Sales counts orders placed during a chat or up to 30 days after. Connect Shopify or WooCommerce, or send tracked sales via Sales tracker.
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All Sales and AI Agent Sales
Total value, orders, and average time to order, for your whole team or the AI Agent alone.
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Sales conversion
Compare conversion for AI Agent chats, teammate chats, and visits with no chat.
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Wins counter
The counter at the top of Text shows sales closed in chat, leads qualified, and customers served as each win lands.
AI Agent reports
on chats and sales
Track the AI Agent’s chats, CSAT score, transfers, and resolutions in one report. AI Agent Sales shows the revenue it brings in.
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Resolution rate
The share of chats the AI Agent resolves, compared with the previous period.
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Transferred chats
How often the AI Agent hands a chat over to a teammate.
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Knowledge gaps
Questions the AI Agent couldn’t answer, ranked by how often customers ask, in its Performance tab.
“We added over $1.5M in revenue in the first eight months.
All from sales that started in the chat.”
CRM and Digital Manager, Experiences by Wembley Stadium
Agent performance
and response time
Track chat volume, missed chats, CSAT, chat duration, and response times. Group results by day or hour, compare teammates, and see who is online in real time.
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Missed chats
Visitors who left without a reply, so you can see where you need more staff.
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Targets and anomaly flags
Set a target, then see your best and worst days, with unusual spikes and drops flagged.
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Post-chat surveys
Chat ratings from the post-chat form feed your chat satisfaction score.
Ticket reports from
new to solved
See where new tickets come from and when they peak, how customers rate your help, and how long tickets sit in Open, Pending, or On hold before they’re solved.
Staff for your
peak chat hours
Hourly data shows peak chat activity, workload, and wait times, so your support team can plan shifts. Set working hours on Growth or Enterprise.
Dig deeper into
your chat reports
Filter a report, save the view, and see what customers ask about. Use CSV export to create custom reports, or get scheduled reports by email on Enterprise.
Saved views
Save a filtered view to the Reports navigation, then put this week side by side with the last.
Top chat topics
Weekly chat topics insights show what customers ask about most, with a count for each topic.
What are live chat reports?
Live chat reports turn every conversation into live chat analytics: your chat volume, how fast your team replied, how customers rated the help, and what the chats sold. Support leads use them to plan staffing and coaching, and ecommerce teams use them to see which chats turn into orders. Start with these four live chat metrics.
First response time
The wait time before a customer gets the first reply from a teammate or the AI Agent.
Average response time
The average wait for every reply in a chat. A fast first reply with a slow average points to a bottleneck later in the chat.
Chat duration
How long a chat lasts, split into wait time, time with the AI Agent, and time with your team. A shorter chat isn’t always a better one.
Chat satisfaction (CSAT)
Customer satisfaction as the share of positive ratings in the post-chat survey. Text splits it into AI Agent, teammate, and mixed chats.
Live chat reports FAQ
Which live chat reports come with each Text plan?
Every plan includes chat metrics (chat volume, missed chats, response time, and satisfaction), ticket metrics such as resolution time (how long it takes to fully resolve an issue), the metrics breakdown, the visitor funnel report, and sales reports, including the AI Agent sales report. Growth adds agent performance, agent activity, and weekly chat topics insights that show what customers ask about most. Enterprise adds on-demand reporting: scheduled reports in CSV, TSV, XLS, and other formats. See Text pricing for the full comparison.
How does Text count sales from chats?
An order counts toward All Sales when it’s placed during a chat or within 30 days after it. Shopify and WooCommerce stores connect directly, and any other store can send orders with Sales tracker. Order data syncs once a day. The Sales conversion report then compares AI Agent chats, teammate chats, and visits with no chat, so you measure achieved goals in revenue, not only in chat counts.
Can I export reports or get them by email?
Yes. Download reports as CSV, or export raw data on chats, tickets, and teammate performance when you need more detail than a standard report shows. Each raw chat export covers up to 100,000 records, so split longer histories by date range. On Enterprise, you can also schedule raw data reports daily, weekly, or monthly. Each one arrives by email and is generated in UTC.
Does Text work with Google Analytics?
Yes, through Playbook rather than a separate Google Analytics integration. Build a skill triggered by a chat event, such as Chat rated, and add a webhook step that sends the event to GA4. Your chat events then sit next to the rest of your site data. Setting up the webhook endpoint takes some technical knowledge.
Do I need to set up reports before they show data?
No report setup is needed for chat, ticket, and AI Agent reports. They fill in as conversations come in. Sales reports start once you connect Shopify or WooCommerce, or add Sales tracker to your store. Start a free 14-day trial, no credit card required, and install the chat widget to see your first numbers.
I use LiveChat. What happens to my LiveChat data and reports?
Nothing changes. Text is a separate product from the team behind LiveChat, so your LiveChat data, reports, and plan stay in your LiveChat account, and you keep logging in here. To compare the two, start a free Text trial and run both while you decide.
Are the features on this page included in my LiveChat plan?
No, your LiveChat plan stays the same. The features and capabilities on this page are part of Text and are available under Text pricing plans. They are not included in LiveChat plans, including legacy LiveChat subscriptions. Availability, limits, and pricing depend on your Text plan. If you’re on a LiveChat plan and want these features, you can move to Text.