Set up conversation insights and automatic reports
Review AI summaries of individual conversations and enable daily/weekly email reports.
Last verified: 2026-07-20
In the "Chatbot" → "Insights" section, you see AI-generated summaries of the last 30 conversations (concern, outcome, open items, handover reason, quality rating) as well as settings for automatic email reports. This section is separate from the classic Reports section (business reports) and from the "Ai Usage" section (AI cost tracking).
Step by step
- Open the "Insights" sectionNavigate to "Chatbot" → "Insights".
- Review conversation summariesIn the list you see, per conversation, the concern, outcome, open items and — if handed over — the handover reason.
- Enable automatic reportsEnable "Daily" and/or "Weekly" and enter at least one recipient — the setting cannot be saved without a recipient.
- Set the dispatch timeChoose the dispatch hour (and, for the weekly report, the day of the week).
- Use test dispatchUse the test dispatch button to immediately send a sample report to the configured recipients without waiting for the next scheduled dispatch.
Expected result
You regularly receive an email report with conversation volume, number of handovers, average quality rating, and number of open items.
Common error cases
I am not receiving automatic reports.
Cause: Automatic reports are disabled by default (real opt-in) — without an enabled checkbox and a stored recipient, nothing is sent.
Resolution: Enable "Daily"/"Weekly" and enter at least one recipient.
I want to see which topics customers ask about most often (topic clusters).
Cause: An aggregated topic analysis across multiple conversations does not currently exist — each summary only covers a single conversation.
Resolution: Use the individual conversation summaries for a manual assessment; for an aggregated analysis, contact Zentor.
I also want to see the chatbot's average response time in the report.
Cause: This metric is not currently included in the report — included are conversation volume, handovers, quality rating, and open items.
Resolution: For further metrics, contact Zentor.
I am an EMPLOYEE and cannot change the report settings.
Cause: Changing report settings (including test dispatch) is deliberately restricted to CUSTOMER_ADMIN, since it enables external, recurring email dispatch.
Resolution: Ask a CUSTOMER_ADMIN of your tenant to make the change.