> For the complete documentation index, see [llms.txt](https://docs.ownchat.app/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.ownchat.app/insights/insights-overview.md).

# Insights Overview

### Overview  

The Insights page provides AI-powered analytics on customer conversations, including conversation metrics, agent performance, issue grouping, churn risk, sentiment analysis, and more. Insights are powered by OwnAI and must be enabled before the page becomes active.

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### Prerequisite: Enable OwnAI &#x20;

OwnAI must be enabled before you can access the Insights page.

1. Navigate to **Settings**.

{% embed url="<https://app.supademo.com/demo/cms2zev3y0003z00jtd0zfbkj?utm_source=link>" %}

2. Open the **OwnAI** dropdown menu and click **General Settings.**

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3. Toggle **AI Assistance** to ON.

{% embed url="<https://app.supademo.com/demo/cms2zi2rx005k1z0jrg7cava7?utm_source=link>" %}

Once enabled, Customer Summary and Customer Analytics will be available on the customer chat page based on the customer's conversation history.

### Accessing Insights &#x20;

1. Click **Insights** in the left sidebar to access your analytics dashboard.<br>

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The Insights page displays customer analytics and summaries based on conversation history. The page includes the following tabs:

* **Overview** — Conversation metrics and intelligence analytics.<br>

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* **Conversations** — Detailed conversation metrics and analytics.<br>

{% embed url="<https://app.supademo.com/demo/cms30zscn002xyx0jm5ybb0jg?utm_source=link>" %}

* **Agent Performance** — Detailed agent metrics and statistics.<br>

{% embed url="<https://app.supademo.com/demo/cms313879003syx0j8esfydjw?utm_source=link>" %}

* **Issue Grouping** — Organized customer issues and conversations.<br>

{% embed url="<https://app.supademo.com/demo/cms31482w003vyx0jrhew6opv?utm_source=link>" %}

### Configuring Conversation Summary Settings &#x20;

#### Enable Conversation Analytics &#x20;

1. Click the **Settings** button on the Insights page.<br>

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2. Click the **Intelligence** tab.

{% embed url="<https://app.supademo.com/demo/cms3163sb081n090jm3se1k9w?utm_source=link>" %}

3. Toggle **Conversation Analytics** to **ON** to enable conversation summary analytics.

{% embed url="<https://app.supademo.com/demo/cms317ajl081r090j3x3xuyhb?utm_source=link>" %}

### Configure AI Insights &#x20;

In the **Conversation Insights** section, choose which AI insights OwnAI should identify from customer conversations. Enabled insights appear automatically within every customer chat.

* Toggle individual insights ON or OFF based on your team's needs.

{% embed url="<https://app.supademo.com/demo/cms319fv9087rzq0kjsj7fb7g?utm_source=link>" %}

* Disabling an insight (for example, **Churn Risk Detection**) removes it from all customer chats.<br>

{% embed url="<https://app.supademo.com/demo/cms31bhpi081t090j7ynh5nmq?utm_source=link>" %}

* Changes are automatically reflected across all customer conversations.
* Click **See Example** to view real conversation examples for any insight.

{% embed url="<https://app.supademo.com/demo/cms31cy4u087tzq0ksh1xtrqw?utm_source=link>" %}

* Click an example chat to see how a specific insight analyzes customer conversations.

{% embed url="<https://app.supademo.com/demo/cms31g4df087wzq0krraxvkwf?utm_source=link>" %}

### Configure Opportunity Spotting &#x20;

1. Expand the **Opportunity Spotting** section.<br>

{% embed url="<https://app.supademo.com/demo/cms31hb1x08h0zq0ktnmn0ch3?utm_source=link>" %}

2. Toggle ON the opportunities relevant to your industry.

{% embed url="<https://app.supademo.com/demo/cms31itbh00a81z0jva9spnvl?utm_source=link>" %}

3. Click the **Industry** dropdown and select your business industry (for example, Software or NGO).

{% embed url="<https://app.supademo.com/demo/cms31ohwh000f0a0jjggzharw?utm_source=link>" %}

4. View the opportunity tags automatically generated based on your selected industry.

{% embed url="<https://app.supademo.com/demo/cms31r0ww00an1z0jabkfd3pp?utm_source=link>" %}

5. Select the relevant opportunity tags to activate custom sales opportunity detection.

{% embed url="<https://app.supademo.com/demo/cms31s7h7000t0a0jp8lqg4fn?utm_source=link>" %}

6. To add a custom tag, enter it in the text field and click **Add**.

{% embed url="<https://app.supademo.com/demo/cms31usjc00170a0jpz6pu14d?utm_source=link>" %}

To change your industry later, click the Industry dropdown and select a new option.

### Configure Advanced Context Settings &#x20;

1. Expand the **Advanced Context Settings** section.<br>

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2. Toggle **ROI Analysis** to **ON** to allow OwnAI to calculate and display ROI insights in conversation summaries.

{% embed url="<https://app.supademo.com/demo/cms31xhz7082g090jhin19o69?utm_source=link>" %}

3. Toggle **Include Business Details** to **ON** to enable personalized insights.<br>

{% embed url="<https://app.supademo.com/demo/cms31yqsk005byx0jieok643n?utm_source=link>" %}

4. Toggle **Include Previous Conversation Context** to **ON** to include past\
   conversations, helping OwnAI generate more accurate summaries.<br>

{% embed url="<https://app.supademo.com/demo/cms323asw001r0a0j1co6zgtz?utm_source=link>" %}

5. Toggle **Auto-forward Conversation Summaries** to **ON** to automatically send summaries to other apps.<br>

{% embed url="<https://app.supademo.com/demo/cms3268aw00250a0jezeiabjx?utm_source=link>" %}

5. Click **Save** to apply your conversation summary settings.

{% embed url="<https://app.supademo.com/demo/cms3209tx005dyx0j94n3wriu?utm_source=link>" %}

Auto-save is enabled by default. All setting changes are automatically saved to future conversation summaries.

### AI Labels and Tags &#x20;

AI Labels and Tags are automatically generated based on customer conversations, helping you quickly identify conversation context.

#### Creating a Tagging Rule &#x20;

1. Open **AI Labels & Tags.**

{% embed url="<https://app.supademo.com/demo/cms329lav0062yx0jm2yel3gi?utm_source=link>" %}

2. Click **Add Tagging Rule** to create a new automated tagging rule.

{% embed url="<https://app.supademo.com/demo/cms32bfe500bw1z0jnrn58t4b?utm_source=link>" %}

3. Enter a tag name in the field (for example, "Interested" or "Support").

{% embed url="<https://app.supademo.com/demo/cms32ces6082v090jlvl6uhmx?utm_source=link>" %}

4. Enter detailed instructions in the text area to define how OwnAI should apply the tag.<br>

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4. Click **Create Rule** to save the configuration.<br>

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OwnAI will automatically apply the AI tag to relevant customer conversations based on the rule.

6. Click **Show More** to expand the full tagging rule details and conditions.<br>

{% embed url="<https://app.supademo.com/demo/cms32fu57006byx0jdet2gdmk?utm_source=link>" %}

### Filtering Conversations &#x20;

#### Status Filters &#x20;

1. Click a conversation card (for example, **Total Conversations**) to view opened conversations.

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2. Click the **Status Filter** dropdown to filter by conversation status:

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* **Responded** — Conversations that have been answered.

{% embed url="<https://app.supademo.com/demo/cms32rudp08jazq0kpo6rke6n?utm_source=link>" %}

* **Closed** — Conversations that have been closed.<br>

{% embed url="<https://app.supademo.com/demo/cms32rudp08jazq0kpo6rke6n?utm_source=link>" %}

3. Use the **Date Filter** to select a time period (for example, **Current Year or All)**.\
   <https://app.supademo.com/demo/cms32rudp08jazq0kpo6rke6n?utm\\_source=link>
4. Click the **Responded By** filter to refine conversations by response entity:

* **User** — Filter by user-initiated interactions.<br>

{% embed url="<https://app.supademo.com/demo/cms32wyw6083w090je670l22t?utm_source=link>" %}

* **Bot** — Filter by bot-only interactions.<br>

{% embed url="<https://app.supademo.com/demo/cms32zp9e0074yx0jhi8o913t?utm_source=link>" %}

### AI Intelligence Filters &#x20;

1. Click the **Filter** button to configure AI Intelligence Filters.\
   <https://app.supademo.com/demo/cms3310dc08mbzq0kgefzhjw1?utm_source=link>
2. Apply one or more of the following filters:

| **Filter**          | **Options**                                    |
| ------------------- | ---------------------------------------------- |
| Churn Risk          | Select a risk level (e.g., Medium)             |
| Escalation Severity | Select a severity level                        |
| Sentiment           | Select a sentiment (e.g., Neutral)             |
| Resolution          | Select a status (e.g., Unresolved)             |
| Opportunity         | Select a specific opportunity tag (e.g., Demo) |

3. Click **Apply Filters** to execute all selected filter criteria.

{% embed url="<https://app.supademo.com/demo/cms33487w00gc1z0jj3ade7as?utm_source=link>" %}

### Viewing Conversation Metrics &#x20;

The Insights page includes the following metric cards:

* **Resolved Conversations** — View successfully closed interactions and the customers whose conversations have been closed.

{% embed url="<https://app.supademo.com/demo/cms332buq08mmzq0k8za3rfwp?utm_source=link>" %}

* **Responded Conversations** — View agent reply activity and customers who have responded.<br>

{% embed url="<https://app.supademo.com/demo/cms337cch00gl1z0joh1wi4f5?utm_source=link>" %}

* **Avg. Resolution Time** — View average resolution and first response performance details.<br>

{% embed url="<https://app.supademo.com/demo/cms33bly70858090jh3hm7oqb?utm_source=link>" %}

Click any metric card to view the customers and conversations associated with that metric.

### Analyzing AI-Powered Insights &#x20;

Churn Risk and Escalation &#x20;

1. Use the **Date Filter** to set a time range (for example, Current Year).<br>

{% embed url="<https://app.supademo.com/demo/cms33d66n085j090j1ydj5x2e?utm_source=link>" %}

2. Review the **Churn Risk** breakdown chart to identify customer retention priorities.

{% embed url="<https://app.supademo.com/demo/cms33epyc009hyx0jteya5jhm?utm_source=link>" %}

3. Click a specific churn risk level (for example, Medium) to view conversations at that risk level.<br>

{% embed url="<https://app.supademo.com/demo/cms33epyc009hyx0jteya5jhm?utm_source=link>" %}

3. Click the **High escalation bar** to view detailed priority incident information and customers with a high escalation rate.
4. Click the **Analytics** icon on a customer record to view that customer's conversation, AI insights, and performance metrics.<br>

{% embed url="<https://app.supademo.com/demo/cms33hgru085m090j6h18aog3?utm_source=link>" %}

### Customer Insight Cards &#x20;

Within a customer's conversation, you can review the following AI-powered insight cards:

* **Resolution** — View unresolved case details.<br>

{% embed url="<https://app.supademo.com/demo/cms35g26308k2090j4cvnb6ng?utm_source=link>" %}

* **Sentiment** — View the customer's emotional tone analysis.<br>

{% embed url="<https://app.supademo.com/demo/cms35h94800ly1z0j58dugo3y?utm_source=link>" %}

* **Intent** — View opportunity-related customer signals.<br>

{% embed url="<https://app.supademo.com/demo/cms35igct00mzyx0j4t8y96y9?utm_source=link>" %}

* **Opportunity** — Expand to view investment interest details.<br>

{% embed url="<https://app.supademo.com/demo/cms35jfog08kp090jvllgtdv1?utm_source=link>" %}

* **Escalation** — Review the priority level and suggested actions.<br>

{% embed url="<https://app.supademo.com/demo/cms35kmlz08kr090johxaghi9?utm_source=link>" %}

* **Lead Quality** — Explore customer lead score insights.<br>

{% embed url="<https://app.supademo.com/demo/cms35lr5608rpzq0kmhtd8u4o?utm_source=link>" %}

* **Quotable Insight** — View detailed insights about the customer interaction.<br>

{% embed url="<https://app.supademo.com/demo/cms35o92l00n4yx0jvj7ho16k?utm_source=link>" %}

AI also provides smart reply suggestions to help your team decide the best way to respond.

#### Customer Timeline &#x20;

Within a customer's conversation, you can track the customer's complete activity timeline, including open, closed, and all intermediate activities.<br>

{% embed url="<https://app.supademo.com/demo/cms35pr4c00nbyx0ju5x40kdk?utm_source=link>" %}

### Behavioral Signals and Intelligence Detection &#x20;

1. Review the **Behavioral Signals** section to analyze conversation patterns and AI coverage metrics.

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2. Explore the **Intelligence Detection Analysis** chart to view AI-detected labels, tags, and conversation patterns.

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3. Click the chart to view detailed intelligence detection analysis.
4. View the **Unmatched** tag to see the number of customers categorized under it.
5. Review all other AI Labels and Tags you have created to analyze customer distribution across conversations.

{% embed url="<https://app.supademo.com/demo/cms35wlmq08s1zq0kuitofkbo?utm_source=link>" %}

### Summary &#x20;

| **Section**                   | **What You Can Do**                                                                    |
| ----------------------------- | -------------------------------------------------------------------------------------- |
| Prerequisite                  | Enable OwnAI in Settings → General Settings                                            |
| Insights Tabs                 | Overview, Conversations, Agent Performance, Issue Grouping                             |
| Conversation Summary Settings | Enable analytics, configure AI insights, set opportunity spotting and advanced context |
| AI Labels and Tags            | Create tagging rules for automated conversation categorization                         |
| Filtering                     | Filter by status, date, responded by, and AI intelligence criteria                     |
| Metric Cards                  | View resolved, responded, and resolution time data                                     |
| AI Insight Cards              | Analyze churn risk, sentiment, escalation, intent, opportunity, lead quality           |
| Behavioral Signals            | Review conversation patterns and intelligence detection analysis                       |