Chat Engagement

The Chat Engagement card gives you a single, organization-wide snapshot of how your chat conversations are performing. Every metric here is aggregated across all companions in your account.

What you see

The card displays four key metrics side by side:

• Total Chat Sessions — the total number of chat conversations that have taken place. A sparkline next to this number shows the trend over time so you can quickly tell if chat volume is growing, steady, or declining.
• Total Engagement Time — how much total time visitors have spent chatting with your companions, combined. This tells you whether people are having quick exchanges or longer, more meaningful conversations.
• Average Rating — the average star rating visitors have given across all completed chat sessions. This is your clearest signal for overall conversation quality.
• Average Session Duration — the typical length of a single chat session. A longer average usually means visitors are finding the conversations valuable enough to stick around.

Why this matters

• A rising session count with a stable or improving average rating means your companions are attracting more visitors without sacrificing quality.
• If total engagement time is climbing but average session duration is flat, it means growth is coming from more sessions rather than longer ones.
• A drop in average rating is an early warning sign — check the Chat Sessions & Insights page to dig into specific conversations and find out what went wrong.