Performance metrics
"Performance" here means how well chat moves visitors through your funnel — arriving, opening chat, buying. There's no separate technical dashboard for merchants (latency, uptime, error rates); everything below, shown on Analytics, is what's actually there.
The funnel ratios
Each is computed live from your store's thread and message data, and where noted, from Shopify's own session count:
| Card | Definition |
|---|---|
| Chat View Rate | Sessions where the widget was opened ÷ total sessions |
| Session Interactions | Sessions with a real chat exchange ÷ total sessions |
| User Interactions | Unique visitors who engaged with chat ÷ all unique visitors |
| Chat Conversion | Chat sessions ending in a purchase ÷ all chat sessions |
| Session to Order | Total orders ÷ total sessions |
| Chat Share of Orders | Chat-attributed orders ÷ all store orders |
| Sessions per User | Total sessions ÷ unique visitors |
| Avg. Interactions / Session | Total customer messages ÷ total sessions |
The session-based cards — Chat View Rate, Session Interactions, Session to Order, Sessions per User — depend on which session source you've selected: Shopify Sessions (bot-filtered, and by default only countries your store sells to) or ShopGuide Sessions (every session ShopGuide tracked, page views included, bots not filtered). See Chat analytics overview for that toggle, and why those cards show n/a for stores without read_reports access.
Compare periods, not benchmarks
There's no published industry benchmark here, and no built-in alerting or target-setting. The date-range picker is the practical tool: compare the same metric across two periods — before and after a prompt change, an appearance tweak, a new intent configuration — rather than against some assumed "good" number. Adoption and conversion vary too much by store, catalog, and traffic mix for a universal target to mean anything.
If you want to know whether one specific change actually moved these numbers, run it as a controlled test instead of just eyeballing the dashboard before and after — see A/B test results for what ShopGuide's built-in framework measures.