The Analytics page
Conversations, handoffs, adds to cart, what shoppers ask about, trends and sales after a chat add-to-cart.
Last updated · 3 Oct 2026Analytics
Open Analytics in PixelChat to see how shoppers use the chat. Choose a period at the top: the last 7 days, 30 days, 90 days or 12 months. Days follow your store's time zone.
Overview
- Conversations: chats shoppers started in the period. Each chat counts once, on the day it started.
- Handed off to your team: chats where the assistant offered the shopper a way to reach your team, and their share of all conversations.
- Added to cart from chat: how many times a product was added to a shopper's cart from the chat. Only shoppers who allow analytics in your store's cookie banner are counted.
For the 7, 30 and 90-day periods, each figure is compared with the previous period of the same length, for example "↑ 12% vs previous 30 days". The comparison appears once PixelChat has counts going back that far. The 12-month view isn't compared.
Sales after a chat add-to-cart
Sales, Orders and Average order for orders paid within 7 days after a shopper added a product to their cart from the chat. Each order counts once.
- Paid orders only. Totals include shipping and tax, and are shown before refunds.
- Analytics consent. Only shoppers who allow analytics in your store's cookie banner are counted. To recognise these orders, PixelChat adds a random code to the cart, which you can see among the order's details.
- Test orders are counted only on development stores, where every order is a test order. The card then says Includes test orders.
- Currency. Totals are in your store's currency. If orders came in more than one, the card shows the most common, and the CSV export has the others.
These are orders that followed a chat add-to-cart. They don't show that the chat caused them.
What shoppers ask about most
Each conversation is sorted into one general topic from a fixed list:
- Order status and tracking
- Shipping and delivery
- Returns and refunds
- Product questions
- Product availability
- Sizing and fit
- Discounts and pricing
- Payment and checkout
- Account and sign-in
- Other
Sorting happens overnight, once a conversation has been quiet for at least six hours, so the newest chats can take a night or two to appear.
- The 5-chat minimum. Topics appear once at least 5 conversations from the period have been sorted. A topic shows only when at least 5 conversations are in it; smaller ones count as Other.
- Only counts are kept. To sort a chat, its first three shopper messages, with email addresses, phone numbers, links and long numbers removed, go to our AI provider, which returns only the topic. PixelChat keeps the topic and a count, never the messages. See What data is stored.
Trends
A chart of conversations (bars) and adds to cart from the chat (line): daily for the 7 and 30-day periods, weekly for 90 days and monthly for 12 months. Hover over a bar to see its numbers.
Export CSV
Export CSV downloads one row per day of the period: the date, conversations, chats handed off, adds to cart, orders after a chat add-to-cart, and sales after a chat add-to-cart in each currency. It never contains messages, topics, individual conversations or orders.
Which plans include what
- Every plan: the overview and what shoppers ask about most.
- Growth and Scale add sales after a chat add-to-cart, trends and the CSV export. On Starter, these sections show Available on Growth and Scale instead of figures.
No chats yet?
Until shoppers start chatting, the page shows No chats yet with an Open theme editor button. Check that the chat is on in your theme. See The chat bubble isn't showing on my store.