Analyze Performance of Live Chat Knowledge Base Article Views

What it is

A new Chat Widget Views column in the knowledge base Analyze tab shows how often each article is opened by visitors inside the live chat widget. This is in public beta for Service Hub Professional and Enterprise.

Why it matters

Your knowledge base is doing deflection work inside chat that page-view analytics never see. Measuring article performance where it actually resolves questions tells you which content is carrying the support load and which gaps are pushing people to a human.