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Smartsupp gives you a complete picture of your customer communication. You'll see conversation statistics (new and replied conversations over time), agent performance metrics (first response time, overall response time, chat duration, and resolved conversations per agent), customer satisfaction ratings, and tag usage breakdowns — all filterable by team, agent, and custom date ranges. If you use our AI shopping assistant Mira, you also get dedicated dashboards showing products recommended, products clicked, and visitor satisfaction scores.

Head to the Statistics tab and you'll find per-agent breakdowns of the metrics that matter most: first response time, average response time, chat duration, and number of resolved conversations. Smartsupp uses the median (not the average) for time-based metrics, so a single unusually long conversation won't skew your numbers. You can also view customer satisfaction ratings per agent to see who's delighting your customers — and where there's room to improve.

Absolutely. Every chatbot and auto message has its own summary showing how many times it was triggered and how many visitors engaged afterward. If you're using Mira AI, you get a dedicated analytics section that tracks products recommended vs. products visitors actually clicked, plus a satisfaction tab where visitors rate Mira's responses as positive, neutral, or negative — with text feedback you can use to fine-tune its answers. You can also see at a glance how many conversations were resolved by automation versus handed over to a human agent.

Smartsupp sends 17 distinct events directly into your Google Analytics 4 account — covering chatbot-initiated conversations, auto-message interactions, organic visitor chats, agent-served conversations, and more. Setup takes just a few clicks: connect your GA4 Measurement ID in Settings → Integrations, define two custom dimensions, and you're done.

Once connected, you can compare the conversion rate of visitors who chat versus those who don't, track e-commerce revenue attributed to Smartsupp interactions, and build segments for chatbot conversations versus agent conversations.

Yes — and this is where it gets powerful for e-commerce. Through the Google Analytics integration, you can see exactly how Smartsupp conversations contribute to your e-commerce conversion rate and revenue. smartsupp Create segments to compare chatting visitors against your overall traffic, break down revenue by acquisition source, and see whether chatbot interactions or live agent conversations drive more sales.

Tags let you categorize conversations and contacts by topic — think "shipping question," "return request," or "product inquiry." You create tags with a custom name, color, and description, then apply them manually or even automatically via chatbot. In your Statistics dashboard, you'll see a breakdown of which tags appear most often across resolved conversations, filterable by team and time period. This tells you exactly what your customers ask about most, so you can improve your FAQ pages, train your team, or adjust your chatbot flows accordingly.

Yes, in several ways. You can export all contacts to CSV — perfect for uploading into your CRM or email marketing platform. Individual conversations can be exported to PDF (Pro plan), and your full conversation history can be exported via XML for any time period. For more advanced workflows, Pro plans support JSON webhooks that automatically send a copy of every conversation to your server in real time, including all visitor data, messages, response times, and ratings. The Ultimate plan includes full API access for programmatic data extraction and integration with BI tools.

Smartsupp is fully GDPR compliant, and also meets the requirements of the UK Data Protection Act and CCPA/CPRA. Your data is stored primarily within the EU, with any international transfers secured by EU-equivalent protections. Smartsupp acts as the Data Processor while you remain the Data Controller — backed by a downloadable Data Processing Agreement. Privacy features are built in by default: IP address storage is turned off when you create your account, credit card numbers are automatically detected and hidden in conversations, and the chat widget displays a data processing notification to visitors. You can configure data retention periods, add GDPR consent checkboxes to chatbot flows, and fulfill right-to-deletion requests easily.

Not at all. Your statistics dashboard is ready from the moment you start receiving conversations — there's nothing to configure. Metrics are displayed as clear visual charts you can filter by date range, team, or agent with a couple of clicks. For the Google Analytics integration, you'll need to paste your Measurement ID and set up two custom dimensions in GA4, which takes about five minutes with our step-by-step guide. No coding required for any standard reporting feature. If you want advanced setups like webhook exports or API integrations, those do involve some developer work, but the built-in dashboards cover what most businesses need.

Yes. Smartsupp shows you a live visitor list with each person's name (if available), location, browsing history, referral source, device, and browser. You also see extended e-commerce data — like which products visitors are browsing and what's in their cart — so your agents can offer proactive, relevant help. This real-time context appears right alongside the chat window, meaning your team never has to ask "what page are you on?"

Smartsupp measures first response time (from the visitor's first message to the agent's first reply) and overall response time (across all messages in a conversation) using the median, not the average.

Why? Because medians aren't distorted by outliers. If one conversation takes 45 minutes because a visitor went to lunch mid-chat, it won't inflate your team's numbers. This gives you a more accurate and honest picture of how quickly your team actually responds.

Immediately. As soon as your first conversation comes in, it appears in your statistics. There's no waiting period, no minimum data threshold, and no setup delay. Conversation metrics, agent performance, and satisfaction ratings all populate in real time. For Google Analytics data, events are sent the moment a chat interaction occurs, and they'll show up in your GA4 reports according to Google's standard processing time (typically within a few hours).