Chatbot path analytics

Path analytics helps customer service teams see how people interact with their chatbot, making it easier to spot where users drop off, which paths lead to successful resolutions, and which frequently traversed paths may need improvement. With these insights, teams can refine chatbot flows, improve self-service success rates, and reduce unnecessary escalation to agents.

To view chatbot path analytics, navigate to your chatbot, then select the Path analytics tab. This view allows you to track how users move through the chatbot and understand which responses are the most effective.

Path analytics shows a visual map of your chatbot conversations, now enhanced with key insights: 

• Traffic volume: See how many users select each response option. 

• Drop-off rates: Identify where users leave the conversation before reaching a resolution. 

By understanding these patterns, teams can spot friction points and adjust chatbot responses accordingly.

Click on a step in the conversation to open a detailed breakdown of how chat visitors responded. Use the breakdown to:

• See which paths were most frequently crossed. 

• Identify where visitors disengage, helping you make targeted improvements. 

• Compare how different options within a step fared against one another.

Path analytics also helps teams measure changes over time. If you adjust a response to reduce escalations, you can now compare the results with that of past versions to see if the update improved visitor outcomes. 

• Use the Display version set live dropdown to review past chatbot setups. 

• When you click on a version, you can see which paths historically led to successful resolutions, agent escalations, or unanswered questions. 

• The Highest drop-off section highlights conversation points where visitors are most likely to leave, so you can focus on improvements that will have the biggest impact.

This feature is available on the latest Growth plan or above.