Tracking Conversations: Inbox & Statistics
CaptainBook gives you full visibility into how your AI Assistant is performing and lets you stay in control of important conversations.
Here’s how to make the most of the Inbox and Statistics sections for your Assistant:
📊 View Assistant Statistics
From the View Assistant page, you’ll find useful performance metrics to track engagement and effectiveness:
Key Metrics:
Total Conversations: Number of distinct customer interactions.
Total Messages: Total number of messages exchanged.
Qualified Leads: Number of leads where contact details were successfully captured.
Conversion Rate: Percentage of conversations that resulted in a lead or booking.
Filters:
Choose your desired time period:
Last 12 hours
Last 24 hours
Last Week
Last Month
Last Year
Additional Insights:
Escalation Rate: Percentage of conversations that required handover to a manager.
Sentiment Distribution:
The Assistant evaluates sentiment at the end of each conversation and labels it as:🟢 Interested
🟡 Support
🔴 Not Interested
📥 Using the Inbox
The Inbox is your workspace to review and act on individual conversations.
Filters and Sorting:
Filter by Sentiment to focus on sales leads or support queries.
Show only conversations needing human action (e.g. unanswered handovers).
Sort conversations by any column, such as date, sentiment, or escalation status.
Conversation Details:
Click into any conversation to see:
Full message history
Captured customer details (name, email, phone)
Final sentiment
Escalation status
Mark as Handled:
If a conversation needed human action and you've responded, click the "Mark as Handled" indicator to clear it from your action queue.
🛠 Reporting Issues
If you find that the Assistant:
Gave an incorrect or poor answer
Misunderstood a request
Could have performed better
Click the "Report" button directly from the conversation view.
Our moderation team will review it and use the feedback to improve the AI Assistant.
Stay informed, take control when needed, and continuously improve your AI Assistant’s performance — all from your dashboard.