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 → Dashboard, 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's bot-filtered count or ShopGuide's own thread-derived one. 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.