The five numbers at the top
What each number on the Overview counts, what it leaves out, and what to do when it goes down.
The row at the top of the Overview screen is the quickest health check of your assistant. Each tile shows one number for the period you picked, a badge that compares it with the period before, and — for the counts — a small line showing how it moved day by day.
Unique visitors
Unique visitors is meant to count how many different people opened your chat widget. It is not measured at the moment: to protect your visitors' privacy, Konvuno does not record who opens the widget, so the tile shows — and Not measured.
Valid conversations
Valid conversations are the conversations that were worth something — the ones that count toward your plan. A conversation becomes valid as soon as one of these happens:
- the assistant answers from your FAQs, your business description or your catalog;
- the assistant passes the visitor on to you, because they asked for a person or for something only you can do, such as a quote or a booking;
- the visitor leaves their contact details.
Greetings on their own ("hi"), small talk, off-topic questions the assistant declined, and conversations Konvuno flagged as suspicious are not valid. Each conversation counts on the day it started. The exact rules are in What counts as a conversation.
Tip
This number and the one under Billing & usage use the same rule but different periods: here the period you picked, there your billing month. That is why they rarely match.
Answered rate
Answered rate is the share of all conversations in which the assistant answered at least one question from your knowledge — your FAQs, your business description or your catalog. It divides those by every conversation in the period, greetings and suspicious ones included.
It is not the same as Valid conversations. A visitor who only asks for a person, or only sends the contact form, makes a valid conversation — it counts toward your plan — but not an answered one.
A low rate usually has one of two causes:
- Visitors ask things your knowledge does not cover. Look at Questions without an FAQ and add an FAQ for each one.
- Many visitors only say hello. Suggested questions under the welcome message give them something to ask — see Suggested starters.
The badge shows the change in percentage points, not percent.
Catalog click-through
Catalog click-through is meant to show how often a valid conversation led to a click on a product card in the chat. Like Unique visitors, it is not measured at the moment — Konvuno does not record card clicks — so the tile shows — and Not measured. Product cards themselves work as usual: visitors see them and can open your product pages.
Leads captured
Leads captured is how many times a visitor sent you their contact details through the widget's contact form — when they asked for a person, or when the assistant offered to have you get back to them. Each one is under Leads.
A lead you delete under Leads disappears from this number too. The form in the preview's test mode saves nothing, so your own tests never show up here.
What is never counted
- Your own tests. Conversations from the preview's Test mode are left out of every number on the Overview. See Preview and test.
- Old conversations. Konvuno deletes conversations after 90 days, so a period further back has none left to count. See How long Konvuno keeps your data.
Suspicious conversations are never valid and never billed, but they do count toward "all conversations" — see Answer quality.
How other businesses use it
- A yoga studio sees Answered rate drop after launching a new class, and adds three FAQs about it the same day.
- A car dealership uses Leads captured as its weekly target for the sales team.
- An accounting firm notices many conversations that are only greetings, and adds "What does a tax return cost?" as a suggested question.