Track AI Agent Performance

The AI Agent Insights page shows how your WhatsApp AI Agent is performing. You can use it to see:

• How many conversations the agent handled, and how many are waiting for a human reply
• How the agent's connector tools performed
• Business events reported to the agent
• Each step the agent took in a specific customer's conversation

AI Agent Insights is available on the Advanced and Premium plans.

To open this page, click on the Analytics & Reports option in the left sidebar menu and select AI Agent Insights from the dropdown.

The page has four tabs. Let's take a closer look at each.

Overview

See how many conversations your AI Agent has handled, and how many are currently waiting for a human reply.

Use the Select date range field to choose the period you want to check.

If the number of conversations waiting for a human is high, check your Inbox and make sure those chats are assigned to your team.

Tool Calls

If you've set up Connectors, this tab shows how each connector tool performed. For each tool, you'll see:

• Tool: The name of the tool
• Conversations: How many conversations used it
• Avg latency: How long the tool took to respond, on average
• Success, Error and Timeout: How many calls worked, failed or took too long

To check a single tool, enter its name in the Tool name field, for example get_order_status.

A high number of errors or timeouts usually means there's a problem with your API or the tool's setup.

Agent Events

This tab shows business events your systems reported to the agent, like order_shipped. For each event type, you'll see how many were Received and Processed, and the Avg latency.

To check a single event, enter its name in the Event type field.

Conversation Trace

Use this tab to see each step the agent took in a customer's conversation, including its replies and tool calls. This helps you understand why the agent replied the way it did.

• Enter the customer's phone number with the country code, for example 15551234567.
• Select the date range and view the results.

Use what you find here to improve the agent. If it keeps getting the same question wrong, add an FAQ, a file or a skill that covers it. See Train Your WhatsApp AI Agent for details.

Updated on: 30/10/2026