This article covers the three places you can see how your bot is performing: the History tab (all plans), the Analytics tab (Pro) and the monthly email report (Booking and Pro).
The History tab
In the RIKO dashboard, open the History tab. It lists every message your bot has exchanged, newest first, in a table with Time, Question, Response and Mode. The Mode badge tells you how the bot handled the message:
- Answered - answered from your knowledge base.
- Escalated - handed to your clinic (see How RIKO escalates a conversation).
- No answer - the bot had nothing relevant and gave your contact email instead.
- Error - the bot could not respond, usually a temporary outage.
A thumbs-up or thumbs-down beside the time shows a rating the visitor left on that answer. Hover over a Mode badge to see the session the message belongs to. Click the reload icon next to the title to fetch new chats.
Searching and filtering conversations
On the History tab:
- Type in Search conversations and click Search to find messages containing a word or phrase; click Clear to remove the search.
- Use the chips All, Answered, Escalated, No Answer and Error to show only one kind of message.
- Click Export CSV to download the current list.
- Use Previous and Next to page through older messages.
Deleting conversations
Each row on the History tab has two actions: Delete message removes that one message, and Delete entire chat removes every message in that visitor's session. Both are useful for cleaning up your own test chats. Deleted messages also disappear from your analytics and cannot be recovered. Conversations are kept for 12 months and then deleted automatically.
Visitor ratings
Every bot answer in the widget has thumbs-up ("Helpful") and thumbs-down ("Not helpful") buttons. Ratings show next to the message in the History tab and are summarised in the Message Ratings card on the Analytics tab.
The Analytics tab (Pro plan)
In the RIKO dashboard, open the Analytics tab. Use the Period buttons 7D, 30D and 90D to change the window for the stat cards. The tab shows:
- Conversations This Month with a change badge against last month and a sparkline.
- Bookings This Month (when booking is on).
- Escalation Rate - the share of messages that were escalated.
- Resolution Rate - the share of messages answered without escalation, also shown as a gauge.
- Daily Average - conversations per day.
- Message Ratings - the share of rated answers marked helpful.
- Conversations - Last 30 Days and Bookings - Last 30 Days charts.
- Response Breakdown - a donut of Answered, Escalated, No answer and Error.
- Sentiment Analysis - how visitors felt (positive, neutral, negative), scored automatically on each message, plus a daily Sentiment Trend.
- Peak Hours - when visitors message most. Note the hours are shown in UTC, not local time.
- Top Questions - unique questions asked in the last 30 days, most recent first.
- Top Topics - themes the AI has clustered from recent conversations.
On the trial, Essentials and Booking plans the Analytics tab is locked and opens the Plans & Upgrade page.
The monthly email report (Booking and Pro plans)
On the 1st of each month, RIKO emails a report for the previous month to the email address you sign in with. It contains:
- Conversations, Resolution Rate, Escalation Rate and Bookings Made, each with the change against the month before.
- A sentiment bar showing the split of positive, neutral and negative messages.
- Top Questions This Month - the most common questions, grouped by an AI summary. If there were too few conversations, the report says "Not enough data this month".
No report is sent for a month with no activity. Trial and Essentials accounts do not receive the report.
Reading the numbers
A high No answer count means visitors are asking about things not in your knowledge base: add the missing content in the Knowledge tab. A rising Escalation Rate with many Escalated rows tagged as complaints or negative sentiment is worth reading in full in the History tab. Thumbs-down ratings on specific answers point to pages or documents that may be out of date.