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Weekly summary

A weekly email with metrics on your bot's performance and improvement suggestions.

The weekly summary is an email sent every Monday morning containing an overview of the last 7 days of your bot's work. It helps you stay on top of support quality without having to log in to the dashboard every day.

What you'll find in the email

  • Conversation overview: the total number of conversations, unique customers, and messages exchanged, compared to the previous week (trend).
  • Key statistics: the AI resolution rate, the number of escalations to your team, and the bot's average confidence.
  • Top reasons for escalation: a list of the five topics for which conversations were most often handed off to your team. A good starting point for filling out your knowledge base.
  • Improvement suggestions: short AI-generated takeaways, e.g. "consider adding an article about X" or "article Y needs an update".
  • Additional statistics: the busiest day of the week, the ratio of new to returning customers, open conversations, and the top topic categories.

Who receives the email

Every active team member (Admin, Manager, Agent) is subscribed to the weekly summary by default. Each person can opt out on their own, independently of the others.

Turning it on and off

In the dashboard, open Settings, Notifications and toggle the Weekly summary option. The change takes effect from the next cycle, i.e. from Monday.

Tip: if you manage a large team, we recommend leaving the summary enabled for everyone. A short weekly email lands in your inbox at a predictable time, so there's no need to remember to check the dashboard.

Frequency and schedule

  • Day: Monday.
  • Time: morning, usually around 8:00 Central European Time (CET).
  • Analysis period: the last 7 days compared to the 7 days before that.

If there were no conversations in a given week, the summary is still sent (you'll notice this from the low metric values and trends showing no change).

What's next

The weekly summary highlights signals to act on, but you take specific actions elsewhere in the dashboard:

  • Escalation reasons: you'll find these in full in the Control Center.
  • Filling knowledge base gaps: see Best practices.
  • Specific unhandled conversations: in the Conversations tab with the Needs support filter.