Analyst
The agent that reads your conversation history and surfaces what's actually going on.
The Analyst is the read-only agent that processes your conversation + chat history and turns it into recommendations. Live conversations are Responder's job; trends, sentiment, topic clusters, and "what should we fix next" are Analyst's.
Configure at Insights → Settings.
What Analyst surfaces
- Top topics this week — what shoppers are actually asking about, ranked
- Resolution rate — % of chats handled without operator involvement, broken down by topic
- Sentiment drift — when satisfaction trends down on a specific category
- Operator performance — first-response time, resolution time, SLA breaches
- AI usage trends — which agents are doing what, and at what cost
- Recommendations — concrete do this suggestions like "Your sizing chart is causing 14% of escalations — consider expanding it for Liquid boards"
Find these on Insights under AI Recommendations, Response Times, Rates & Quality, and Volume.
How often it runs
Analyst runs on a schedule (default: every 24 hours). Each run reads the conversation activity since the last run, joins it with prior history, and updates the dashboards.
Force a manual run from Insights → Settings → Run analysis now. Useful right before a stand-up or board meeting when you want fresh data.
Settings
- Enabled — master toggle
- Auto recommendations — when on, Analyst posts recommendations directly to your dashboard. When off, recommendations are still computed but stay hidden until you manually review.
- Analysis interval — hours between runs (default 24)
Recommendation lifecycle
Each recommendation has a state:
| State | Meaning |
|---|---|
| New | Just generated; needs your review |
| Acknowledged | You've seen it but haven't acted |
| Acted | You've made the change |
| Dismissed | Not relevant or false positive |
Update state from the recommendation card. Dismissed ones won't be re-suggested for 30 days.
Interacting with Huey
You can ask the operator-facing Huey about Analyst data:
- "What were the top three topics last week?"
- "Has resolution rate dropped on returns?"
- "What's the most common reason chats get escalated?"
Huey reads the latest Analyst snapshot and answers.
Privacy
Analyst processes conversation content. If you have PII-redaction policies, they apply before analysis — Analyst sees the redacted versions. Confirm in Settings → Privacy.
Costs
Analyst is the highest-cost agent on a per-run basis (it processes the most context). A typical daily run is $1–$5 on a moderate store. If you'd rather run it less frequently, set the interval to 168h (weekly) — most insights don't shift dramatically day-to-day.
Per-run cost shows up in Super Admin → AI Activity.