---
title: Insights and Analytics
description: "Phonovation product documentation: Insights and Analytics."
---
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October 15, 2026
# Insights and Analytics
## Insights and Analytics turns conversation data from journeys, chatbots, AI agents and Inbox into a single view of what is working, what is not and what to fix next.
Insights and Analytics turns conversation data from journeys, chatbots, AI agents and Inbox into a single view of what is working, what is not and what to fix next.
**Root causes**Issues are detected, diagnosed and prioritised by how many interactions they affect.
**Topic detection**AI groups what customers actually ask about and ties it to performance.
**Custom dashboards**Build views with your own metrics, filters and visualisations.
**Interaction logs**Step-by-step traces for troubleshooting and audit.
## Three layers
| Layer | What you get |
| --- | --- |
| **Insights** | Cross-platform view with prioritised issues, root causes, recommended actions, topic detection and supporting metrics (health, engagement, funnels, channel health). |
| **Analytics** | Dedicated dashboards for Inbox (live and agent performance), Chatbots (sessions, dialogs, voice of the customer), AI agents (tool usage, sessions, knowledge agents), Journeys (conversion, audience, IVR) and traffic performance. |
| **Logs** | Interaction logs that trace every event across journeys, chatbots, AI agents and conversations. |
## AI usage
The AI usage view shows monthly AI credit consumption against your included allowance and an estimate of any overage, so there are no surprises on your Phonovation invoice.
## Questions it helps you answer
- Which WhatsApp topics drive most escalations to agents?
- Where do customers drop out of a journey or chatbot?
- Is an AI agent calling the right tools — and succeeding?
- Which channels and templates deliver and convert best?
Phonovation tipReview Insights weekly for the first month after launching a WhatsApp bot. The top three unresolved topics are usually the fastest wins.
## Related
[Reporting →](https://knowledgebase.phonovation.com/messaging-whatsapp/phono-msg-reporting?hsLang=en)[AI Agents →](https://knowledgebase.phonovation.com/messaging-whatsapp/phono-msg-ai-agents?hsLang=en)[Inbox →](https://knowledgebase.phonovation.com/messaging-whatsapp/phono-msg-inbox?hsLang=en)
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- [Platform and connectivity](https://knowledgebase.phonovation.com/messaging-whatsapp/platform-and-connectivity?hsLang=en)
- [Customer engagement](https://knowledgebase.phonovation.com/messaging-whatsapp/customer-engagement?hsLang=en)
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