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Chatbot Analytics Buyer’s Guide (2025): Features, Pricing, Checklist

· 2 min read
Daniel Garcia
Daniel Garcia
CEO @ Optimly

Choosing the right chatbot analytics platform can feel like comparing apples to oranges—web analytics, conversation tools, and LLM‑native solutions all claim coverage. This guide clarifies what to look for and includes an RFP checklist you can use with vendors.

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Must‑Have Capabilities​

  • Conversation metrics: Sessions, users, messages per session, drop‑offs
  • Quality signals: CSAT, sentiment, frustration/loop detection
  • LLM specifics: Token usage, cost per session, RAG/document usage
  • Outcomes: Conversions, deflection, escalations, time to resolution
  • Funnels & cohorts: Where users fail vs. succeed
  • Transcripts & search: Find patterns across conversations
  • Integrations: CRM/helpdesk (HubSpot, Salesforce, Zendesk, Intercom), GA4

For a comparative list of leading platforms, see: /blog/best-analytics-platforms-for-website-chatbots

Pricing Models to Expect​

  • By usage (sessions/messages): Scales with adoption
  • By seats: Limits viewers/editors, less ideal for data‑driven teams
  • Hybrid: Base + usage—common for enterprise
  • Open source: Infra + maintenance trade‑offs; see /blog/open-source-chatbot-analytics-tools

Security & Compliance​

  • SSO/SAML and role‑based access control
  • SOC 2, ISO 27001, HIPAA (where required)
  • Data residency and on‑prem options
  • PII redaction, encryption at rest/in transit

More privacy guidance here: /blog/privacy-friendly-chatbot-analytics

Integration Checklist​

  • Web widget events (start, intent, escalation)
  • Messaging channels (WhatsApp/Instagram, Slack)
  • CRM/helpdesk (Salesforce, HubSpot, Zendesk, Intercom)
  • Data pipelines (GTM/GA4, PostHog, Segment)

Implementation examples: /blog/chatbot-analytics-google-tag-manager and /blog/llm-chatbot-analytics-vs-web-analytics

RFP Questions to Ask Vendors​

  1. How do you detect frustration or abandonment?
  2. Can you show token spend and model breakdown per session?
  3. How do you attribute revenue or deflection to conversations?
  4. What are your data retention and export options?
  5. Do you support SSO/SAML and audit logs?
  6. Can you track RAG/document usage across answers?

FAQs​

What’s the fastest way to pilot a platform?
Start on web chat for 1–2 weeks, then add WhatsApp/IG once your events are mapped.

Do I still need GA4?
Yes—for website attribution. Pair it with a conversation‑native layer for quality and cost metrics.

What KPIs should leadership see weekly?
Deflection rate, conversion/revenue influenced, CSAT, and cost per session.

Try Optimly​

Optimly provides LLM‑native analytics across web and messaging with minimal setup. Start free and ship your pilot in minutes.

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