This guide explains how to use the Chatbot Insights dashboard in Bridgo to track chatbot sessions, completion rates, handovers, message activity, and top-performing bots.

⏱️ Average time: 3-5 minutes
👤 Who is this guide for: Admins, support managers, automation managers, and teams using WhatsApp chatbots

📌 What Is the Chatbot Insights Dashboard? #

The Chatbot Insights dashboard helps you understand how your WhatsApp chatbots are performing.

It helps you monitor:

• Total chatbots
• Active chatbots
• Inactive chatbots
• Sessions started
• Sessions completed
• Sessions handed over
• Completion rate
• Handover rate
• Messages sent into the bot
• Messages sent out by the bot
• Top bots by sessions started

To open it:

➡️ Go to Dashboards → Chatbot Insights

⚠️ Note: This dashboard is available only on supported subscription plans. If your plan does not include dashboards, Bridgo will ask you to upgrade.

🔎 Step 1: Select a Chatbot #

At the top-right of the dashboard, use the chatbot dropdown.

Available options include:

• All Bots
• A specific chatbot name

Select All Bots to view combined performance for all chatbots.

Select a specific chatbot to review only that bot’s activity.

The dashboard refreshes automatically when you change the selected chatbot.

📅 Step 2: Select a Date Range #

Use the date fields at the top-right of the dashboard:

• Start Date
• End Date

By default, the dashboard loads the last 7 days.

After changing the date range, Bridgo refreshes the dashboard data.

If the selected end date is today, the dashboard auto-refreshes every 60 seconds.

🔄 Step 3: Refresh the Dashboard #

Click the refresh button to reload the latest chatbot analytics.

The refresh updates:

• KPI cards
• Daily sessions trend
• Messages In vs Out chart
• Top Bots chart
• Selected chatbot filter data

Use refresh when you recently updated a chatbot, launched a bot flow, or want to check the latest session activity.

🧮 Step 4: Review Chatbot KPI Cards #

The KPI cards give a quick summary of chatbot health and performance.

Total Bots #

Shows the total number of chatbots available in your account.

Active Bots #

Shows chatbots that are currently active.

Active bots can receive and process customer conversations.

Inactive Bots #

Shows chatbots that are not currently active.

Inactive bots will not run until they are activated again.

Completion Rate #

Shows the percentage of chatbot sessions that were completed.

A higher completion rate usually means customers are successfully reaching the intended end of the chatbot flow.

Sessions Started #

Shows how many chatbot sessions started during the selected date range.

This helps you understand chatbot usage volume.

Sessions Completed #

Shows how many chatbot sessions reached completion.

Use this together with Sessions Started to understand whether customers are finishing the bot journey.

Sessions Handed Over #

Shows how many chatbot sessions were transferred from the bot to a human agent or live chat process.

Handover Rate #

Shows the percentage of sessions that were handed over.

A high handover rate may mean customers need human help, the bot flow needs improvement, or the chatbot is intentionally designed to escalate complex cases.

📈 Step 5: Review Daily Sessions Trend #

The Daily Sessions Trend chart shows chatbot activity by day.

It compares:

• Started
• Completed
• Handed Over

Use this chart to understand how chatbot usage changes over time.

This helps answer questions such as:

• Which days had the highest chatbot activity?
• Are customers completing the bot flow?
• Are handovers increasing?
• Did a campaign or broadcast create more bot sessions?
• Did a chatbot update improve completion?

💬 Step 6: Review Messages In vs Out #

The Messages In vs Out chart shows chatbot message activity over time.

It compares:

• Messages In
• Messages Out

Messages In #

Messages received from customers during chatbot sessions.

Messages Out #

Messages sent by the chatbot during sessions.

Use this chart to understand the conversation volume handled by your bots.

For example:

• If Messages In are high but Messages Out are low, the bot may not be responding as expected.
• If Messages Out are high, the bot may be guiding customers through longer flows.
• If both are increasing, chatbot engagement is growing.

🏆 Step 7: Review Top Bots by Sessions Started #

The Top Bots by Sessions Started chart shows the top 10 chatbots based on session volume.

Each bar represents a chatbot.

Use this chart to identify:

• Most used chatbots
• High-traffic bot flows
• Bots that need extra monitoring
• Bots that may need optimization
• Bots that are driving the most customer engagement

If one bot receives most of the sessions, review its flow regularly to make sure it is accurate and helpful.

🧭 Step 8: Use Chatbot Insights With Other Pages #

The Chatbot Insights dashboard is a high-level performance view.

For deeper investigation, use it together with:

• Chatbot Builder: To update bot flows and logic.
• Live Chat: To handle sessions that are handed over to agents.
• Conversation Log: To review message-level records.
• Automation Insights: To compare chatbot usage with auto replies and transactionals.
• Messaging Dashboard: To compare chatbot activity with total WhatsApp traffic.

🧪 Common Use Cases #

Check overall chatbot performance #

• Select All Bots.
• Choose the date range.
• Review Sessions Started, Sessions Completed, and Completion Rate.
• Check Daily Sessions Trend.

Review one chatbot #

• Select a specific chatbot from the dropdown.
• Review its KPI cards.
• Check its sessions trend.
• Compare Messages In vs Out.

Investigate high handover #

• Review Sessions Handed Over.
• Check Handover Rate.
• Open Live Chat to review escalated conversations.
• Update the chatbot flow if customers are getting stuck.

Identify top-performing bots #

• Review Top Bots by Sessions Started.
• Focus on the bots with the highest usage.
• Improve or expand successful chatbot flows.

Check engagement after a campaign #

• Select the campaign date range.
• Review Sessions Started.
• Check Messages In vs Out.
• Compare with the Messaging Dashboard and Broadcast Log.

🌟 Best Practices #

• Review Chatbot Insights after publishing or editing a chatbot.
• Watch Completion Rate to confirm customers are finishing flows.
• Monitor Handover Rate to detect where customers need human support.
• Use Top Bots to prioritize which flows to improve first.
• Compare Messages In vs Out to confirm the bot is responding normally.
• Use a specific chatbot filter when troubleshooting one bot.
• Use All Bots when reviewing overall automation performance.