Throughout our analytics we use several key terms. In order to fully understand our analytics, it's important to know the exact definition of these term.


A conversation starts with a first message being sent, either by the bot or by the user. ​

We start counting a new conversation when there is no interaction between your bot and a user for at least 15 minutes.​


A user is anyone who sends at least one message to the bot.

If you're on an asynchronous channel like Facebook or WhatsApp, the user will be the same throughout their entire lifecycle with the bot. This means that every Facebook user talking to the bot will only count as one user in the analytics.

If you're exposing the bot through a web widget or custom implementation, by default every time somebody refreshes their web page and starts talking to the bot again, they are counted as a new user. However, some clients configure their web widgets in a way that recognizes a returning user with a Sender ID. This way, returning users are only counted once.

Returning user

Every user that has more than one conversation is counted as a returning user.


A message is every interaction by the user with the bot. This can be a typed expression, but also a button click, a file upload, etc.

'Not understood' message

A message is not understood if it's an expression that is not an exact match for one of the trained expressions and the NLP confidence of this expression is under the defined NLP threshold.

Button clicks

Some messages will consist of the user clicking a button. This button can appear in a Button template, Quick Replies, Carousel, List, ...


Analytics for every channel directly connected to Chatlayer can be shown separately


Analytics for every bot language can be shown separately.


A call is every time a user triggers a certain intent. The total number of calls per intent is the amount of times a specific intent was triggered during a given time range.