Engagement & evaluation
Read the engagement strip and the automatic quality insights — sentiment, top topics, and content gaps.
Above your conversation list, Lorito shows two summaries that turn raw chats into something you can act on: an engagement strip (are people using the chat?) and agent quality insights (how well is it answering, and what's missing?). Both look at a recent window of activity and appear on the main, unfiltered list.
These panels appear once there's enough activity to summarise — a brand-new project won't show them until visitors start chatting and conversations have been reviewed.
Engagement strip
The Engagement strip answers a simple question: is the chat getting used? It shows three figures for the recent period:
- Visitors seen — how many people saw the chat available on your surfaces.
- Chats started — how many of them actually started a conversation.
- Chat rate — the share of visitors who started chatting (chats started ÷ visitors seen).
If your agent runs on more than one surface, a breakdown is available so you can compare, for example, how your website widget performs against your hosted page. A low chat rate can be a hint to make the chat more visible or to write more inviting starting questions.
Agent quality insights
Lorito automatically reviews conversations and reports back on how your agent is doing. You don't have to do anything to enable it — the insights build up as chats come in.
Answered confidently
A headline percentage shows how often your agent answered the visitor confidently, out of the conversations that have been reviewed. Think of it as a quick health check: a high number means your agent is handling questions well; a dip is a signal to look closer.
Sentiment
A coloured bar breaks conversations down by sentiment — how the visitor seemed to feel:
- Positive — the visitor seemed satisfied.
- Neutral — matter-of-fact, neither happy nor frustrated.
- Negative — the visitor seemed frustrated or unhappy.
Sentiment is a fast read on visitor experience. A rise in negative chats is worth investigating, often alongside the content gaps below.
Top intents and top topics
Two short lists show what visitors most often want (intents) and what they're most often about (topics). These tell you what your audience actually cares about — useful for prioritising knowledge, content, and even product decisions.
Questions your agent couldn't answer well
The most actionable panel: a list of questions your agent wasn't able to answer confidently, with repeated questions surfaced to the top. Each one is a concrete content gap.
The fix is almost always the same — add the missing information to your knowledge base:
- Add or update a knowledge source that covers the question.
- Re-check the same panel later to confirm the gap has closed.
This loop — read the gaps, add the knowledge, watch the gaps shrink — is the most reliable way to make your agent better over time.
What's next
- Open individual chats from Reading conversations.
- See how usage and cost are surfaced in Usage & credits.