Reading your Voxinly dashboard — what every number means
A plain-English tour of your Voxinly admin dashboard — what conversations, leads, hot leads and conversion rate actually mean, and which numbers to watch each morning.
Voxinly's dashboard is deliberately simple. You don't need to be a data analyst to read it. Four numbers, a chart, and a list of recent chats. That's the whole tour. The trick is knowing which numbers actually matter and which are vanity — so here's the plain-English version.
Number 1 — Conversations
A 'conversation' is any session where a visitor opened the widget and sent at least one message. If they hovered over the chat button and walked away, that's not counted. If they typed 'how much for a boiler service' and then left without leaving a name, that IS a conversation.
Conversations tell you reach — how many people are engaging with the widget at all. It's loosely proportional to your website traffic. A reasonable benchmark: 5-15% of unique site visitors will open the chat, and 60-80% of those will send at least one message. So if your site gets 500 visitors a month, you might see 25-60 conversations.
Number 2 — Leads
A 'lead' is a conversation where Voxinly captured enough to follow up. Specifically: a name plus at least one of (email, phone, postcode). Anyone who said 'I need someone to fix my boiler in SE15 — I'm Dan, dan@example.com' is a lead. Anyone who just asked a question and left without leaving details is a conversation, not a lead.
Number 3 — Hot leads
A 'hot lead' is a lead where Voxinly detected explicit buying intent. The signals it watches for: 'when can you come', 'how soon', 'today', 'I want to book', 'send the engineer', confirmed postcode + confirmed job + confirmed timing. When all three confirmations land in one chat, it's flagged hot.
Hot leads get a separate email alert the moment they happen — the subject line is 'Hot lead: [name] in [postcode] needs [job]'. The intent is you ring them back before they have time to ring someone else. We measure it: tradesmen who ring hot leads within 15 minutes convert about 60% of them. Within an hour, that drops to 30%. After a day, it's 8%. Speed wins everything in trade leads.
Number 4 — Conversion rate
Conversion rate here is Leads ÷ Conversations. It tells you whether the widget is doing its job of turning question-askers into leave-their-details leads. A new account is usually around 20%. After two weeks of refining your knowledge base, that climbs to 35%+. Best-in-class trade accounts run at 45-55%. If yours is below 20% after a fortnight, your knowledge base probably needs more detail — visitors are giving up because Voxinly can't answer their question.
The chart — last 30 days
Below the four numbers, a line chart shows conversations and leads per day for the last 30 days. Use it to spot patterns:
- Weekly rhythm — Mondays and Tuesdays usually peak; weekends dip (except emergency trades)
- Seasonal spikes — boiler enquiries climb in October–November; gardening peaks in spring
- Marketing impact — a Google Ads push or a Facebook campaign shows up as a one-day spike
- Knowledge gaps — a sudden conversion-rate dip usually means a new product or service the bot can't explain
Recent conversations panel
Below the chart, the five most-recent conversations are listed. Each shows the visitor's first message, the time, and the lead status. Click any of them to open the full chat transcript. Reading conversations is the single best thing you can do to improve your widget — you see exactly what Voxinly got right and where it stumbled.
What to do each morning
- Check 'Hot leads' first — ring any from yesterday before opening anything else
- Glance at the chart — anything unusual yesterday?
- Read three random conversations — pick a hot lead, a confused chat, and a happy one
- If you spot a question Voxinly answered badly, open /admin/knowledge and add the missing detail
- Total time: 5-10 minutes. Do this every morning and your conversion rate will climb week on week.
FAQ
Why does my conversation count not match Google Analytics?
Different things. GA counts page visits. Voxinly counts widget interactions. Voxinly will always be a smaller number — the proportion of visitors who actively chat.
What if a customer has multiple chats — is that one lead or many?
One lead. Voxinly deduplicates by name + contact. The customers page shows each unique person once, with all their conversations grouped under them.
What's a normal hot-lead rate?
Roughly 15-25% of leads turn out hot. If yours is much lower, your hot-lead detection might need calibrating — contact support.
Can I export this data?
Yes — there's a CSV export on /admin/customers and /admin/conversations. We're also building a Klaviyo and Mailchimp integration for sync.