Drift - Chats Report

Oct 6, 2026
Knowledge

Created Date

10/13/2026, 11:50 AM

Last Published Date

10/6/2026, 7:05 PM

Article

The Chat Report allows you to see where the most conversations are started on your site, what time of day is most popular for chatting in, and much more in your conversation stats dashboard.

Billing Plan: Conversation Reporting is available on the Premium, Advanced, and Enterprise plans.

Intended Audience:

Admin
Sales Manager

In this article, we’ll cover:

Accessing the Chats Report
Reading the Chats Report

Accessing the Chats Report

You can view the Chats Report by navigating to the Reports tab > Conversations > Chats.
chats 1.jpg

Reading the Chats Report

We don't count email conversations in these stats. Any conversations that are started by emailing your Drift inbox will not count toward overall numbers.

These are metrics related to your conversations in general - when they're started, where they're started, and who they're routed.

The timeframe of this report can be changed to show for conversations from this week, last week, this month, last month, the last 30 days, or a custom range.

chat 2.jpg

Average Conversations By Time of Day

This heat map shows what times of the day are the most popular for new conversations. A darker color means more conversations are happening in that hour-long window. You can hover your mouse over the specific time block to see exact metrics.
Can I export this? Yes! Click on any section of this to open up an expanded drill-down that you can also export as a CSV.

Where are site visitors starting new conversations?

This lists the top 10 URLs site visitors are on when a conversation is started, from most frequent to least frequent. You can search your different URLs, as well as export a CSV with conversation counts from every URL a chat has been started from.

How are conversations being tagged?

This report shows you how many times tags have been applied to conversations and what type of tag is being applied to conversations. If the source is listed as "Lead Stage" that indicates the bot has applied a lead stage tag to a lead. If the source is listed as "manual" that indicates that either the bot or an agent applied a conversation tag to the conversation. You can export a CSV with a complete list of your tags, the number of new conversations they were applied to as well as see the percentage of new conversations the tag was applied to.

This metric indicates the median amount of time that passes from when a conversation is opened to when a member of your team closes it. You can hover your mouse over individual days to see exact metrics as well as click on any part of the graph to open a drill-down that you can export as a CSV.
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Conversation Export

You can also export your conversation data (minus the messages themselves) in the Chats section.

When you export this data, each row is a conversation, and the columns are: Id, Conversation Link, Status, End User First Response (24 H), Date Closed (24 H), First Agent To Respond, Agent Name, End User, End User Email, Agent First Response Time, Playbook Id, CQL Score, Lead Stage, Tags, Page URL, and Bot Participation

Note that we've updated one of the columns from "Date created" to "End user first response." So in the case of end users responding later to bot playbooks, for example, the "start time" of the conversation won't be when that bot message sent out, but rather when the site visitor responded. Our query for conversations by date has always worked this way, but now we represent it properly in the export.