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Reports

What are reports

Reports are weekly emails about how your store's chat is doing. There are two, and you turn each one on or off separately.

Each report goes to the store admin. You can copy other people by adding their addresses.

Both emails go out on Monday at 00:00 UTC.

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How to turn on the app performance report

This report covers your key metrics and how they are trending.

1. Go to Settings → General.

2. Click Manage on the Reports card.

   

3. Turn on App performance report.

4. Click Save.

The email covers the last 7 days in your Shopify store timezone. It carries six numbers.

Section	Metrics
Overview	Total conversations, Resolution rate, Assisted revenue in your store currency, Chat-to-sales rate
AI Performance	AI Involvement Rate, AI Resolution Rate

Each number shows its change against the 7 days before.

Expected result: You get a weekly email with your chat metrics. If all six numbers are zero, Chatty sends nothing that week.

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How to turn on the unresolved questions reminder

This reminder tells you when questions are piling up that your AI could not answer.

1. On the same page, turn on Unresolved questions reminder.
2. Click Save.

Expected result: If 10 or more questions are unresolved, you get a weekly email. The threshold is fixed at 10 and you cannot change it. The setting also links to Review unresolved questions, where you fix them.

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How to copy other people on a report

Each report has its own BCC field.

1. In BCC under the report you want, enter the addresses.
2. Separate more than one with commas. For example, [email protected], [email protected].
3. Click Save.

Expected result: The email still goes to the store admin, with your listed addresses copied in.

Why am I not getting the report even though it is on?

Check that the report is on for your own account, since each team member has their own setting. An admin can also change your setting through the API, even though the page only edits your own. Then check your spam folder and confirm the address on your account is current.

For the app performance report, also check whether you had any chat activity. Chatty skips the email when every metric is zero.

Can I get the reports more often than weekly?

No. Both reports are weekly. For live numbers, open Analytics instead.

What counts as an unresolved question?

A customer question your AI could not answer confidently. Learn more in Test and optimize AI.