Preview the chat
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Support measurement
Measure the path from question to resolution, not message volume alone
No single number proves support quality. Combine request volume, resolved conversations, unhandled leads, feedback and AI usage, then connect business outcomes through your website analytics.
Quick answer
Quick answer
No single number proves support quality. Combine request volume, resolved conversations, unhandled leads, feedback and AI usage, then connect business outcomes through your website analytics.
What matters
- ✓Team workload
- ✓Processing outcome
- ✓Quality feedback
How it works
From preview to working chat
Three clear steps without hidden settings or a required payment.
Create the project
Activate the account, confirm the domain, and receive the working code.
Start replying
Connect AI, agents, and the channels available on the selected plan.
What you get
Team workload
Conversation, message and active-request volume shows where the team is falling behind.
Processing outcome
Resolved and closed statuses separate completed work from conversations still in progress.
Quality feedback
Feedback count and average rating are useful signals when read together with response volume.
AI usage and cost
Requests, tokens and provider cost help control automation without guessing.
What Chtio already reports
Conversation summary
Total, active, resolved, closed and high-priority conversations.
Messages and requests
Visitor, operator and AI messages plus new or unhandled support requests.
Trend and sources
Recent daily conversations and the leading request sources.
Feedback and AI
Feedback count, average rating, AI requests, tokens and cost.
How it works
Capture a baseline
Record metrics before changing the greeting, knowledge base or team schedule.
Change one element
Test the hero, invitation, form, AI rules and operating hours separately.
Connect the business result
Send lead or purchase events to website analytics. Chtio should not guess whether a conversation became revenue.
Support metrics
Available inside Chtio
- total and active conversations
- resolved and closed statuses
- visitor, operator and AI messages
- new and unhandled requests
- sources, feedback, AI requests and cost
Measure in another system
- purchases and revenue
- business forms outside chat
- advertising campaign source
- repeat purchase and lifetime value
- SLA and first response until implemented
Chtio reports operational support metrics. Connect purchases, revenue and campaign attribution through website analytics or a CRM.
Which metrics should be read together
Available in Chtio
- ✓conversation counts and statuses
- ✓messages, requests and sources
- ✓feedback and AI usage
Needs website analytics or CRM
- !purchase and revenue
- !campaign-level conversion
- !first response time and SLA until separately implemented
Questions about this use case
Does Chtio calculate first response time?+
The current public statistics do not calculate a separate first-response metric, so it should not be promised before implementation.
How can I tell whether AI helps?+
Compare AI messages, unanswered questions, handoffs, feedback and team workload rather than token volume alone.
Can I see sales after chat?+
Link chat events with your website analytics or CRM. Without an integration, Chtio sees the request but not whether an order was paid.
How should an A/B test be run?+
Change one element, choose the primary metric in advance and compare equivalent periods with enough conversations.
Start with a measurable baseline
Preview the chat, then record conversations, requests and feedback before changing copy or knowledge sources.