> ## Documentation Index
> Fetch the complete documentation index at: https://docs-next.gallabox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Website Analytics

> What the Web Agent's Dashboard shows about your website visitors, and how handoff to WhatsApp works.

> **Who can use this?**
>
> * Gallabox users with **Bot Builder access**.
> * Roles: Owners and Admins.
> * Plans: Available on all plans — country, device, and traffic-source breakdowns and the full sessions table require **Essential or Advanced**.

<Info>
  Go to **AI Agents and Bots → \[Your Web Agent] → Dashboard** to see this data. The Dashboard tab only appears for agents on the **Web** channel, and only after the agent has been published at least once.
</Info>

## Plan Availability

| Section                                                                     | Basic | Essential / Advanced |
| --------------------------------------------------------------------------- | :---: | :------------------: |
| Overview cards (Sessions, Contacts captured, CTA clicks, WhatsApp handoffs) |   ✅   |           ✅          |
| Sessions trend chart                                                        |   ✅   |           ✅          |
| Country-wise sessions                                                       |   🔒  |           ✅          |
| Device-wise sessions                                                        |   🔒  |           ✅          |
| Full sessions table (with filters)                                          |   🔒  |           ✅          |

On Basic, locked sections show a preview with sample data and an **Upgrade** button rather than disappearing entirely — so you can see what you'd get before upgrading.

## What's on the Dashboard

### Overview cards

Shown on every plan, for the selected date range:

* **Sessions** — total chats started by visitors on this agent.
* **Contacts captured** — chats where the visitor shared their details and was captured as a contact.
* **CTA clicks** — clicks on the widget's call-to-action button.
* **WhatsApp handoffs** — clicks that redirected the visitor to WhatsApp.

### Sessions trend

A chart of session volume over the selected date range — available on every plan.

### Country-wise sessions

A breakdown of sessions by visitor country. **Essential/Advanced only.**

### Device-wise sessions

A breakdown of sessions by device — **Desktop**, **Mobile**, **Tablet**, or **Other**. **Essential/Advanced only.**

<Tip>
  If this breakdown shows most of your sessions coming from Mobile, open your live website on a phone and check how the widget actually looks and behaves there — button size, position, and how much of the screen it covers are easy to get wrong on mobile and easy to miss if you only ever check on desktop.
</Tip>

### Sessions table

A row-level table of individual sessions. **Essential/Advanced only.** Columns:

| Column              | What it shows                                            |
| ------------------- | -------------------------------------------------------- |
| **Name**            | Visitor's name, if captured                              |
| **Contact details** | Phone/email, if captured                                 |
| **Session ID**      | Unique identifier for the session                        |
| **Contact type**    | New contact, Returning Contact, or Anonymous             |
| **Country**         | Visitor's country                                        |
| **Device**          | Desktop, Mobile, Tablet, or Other                        |
| **Traffic source**  | Where the visitor came from (e.g. organic, a UTM source) |
| **Page source**     | The page path the widget was opened from                 |
| **Timestamp**       | When the session started                                 |

You can filter the table by search term, contact type, traffic source, page source, country, and device — useful for narrowing down to, say, mobile visitors from a specific campaign.

<Info>
  Gallabox does not track general browsing behavior — only sessions where a visitor actually opened and used the widget. There's no live "who's on my site right now" presence view; the Dashboard is a historical view over your chosen date range.
</Info>

## Handoff to WhatsApp

Web Chat visitors who need immediate or more detailed support can be handed off to WhatsApp — where you can send broadcasts, use templates, and handle transactions.

<Warning>
  A human agent cannot take over a live Web Chat session directly — there's no Inbox view for in-progress Web Chat conversations. Handoff to WhatsApp is the **only** way a Web Chat conversation reaches a human agent. See [Omnichannel Inbox](/conversations/omnichannel-inbox) for how WhatsApp and Instagram conversations are handled by humans — Web Chat is not part of that shared inbox until after a handoff.
</Warning>

### How handoff works

<Steps>
  <Step title="A visitor chats with your Web Chat agent." />

  <Step title="The visitor (or the agent) triggers a handoff to WhatsApp." />

  <Step title="The visitor sees a WhatsApp link or button in the Web Chat widget." />

  <Step title="Clicking the link opens WhatsApp with a pre-filled message." />

  <Step title="The conversation continues on WhatsApp as a normal, human-assignable conversation in the Inbox." />
</Steps>

Once the handoff happens, the resulting WhatsApp conversation's contact detail panel shows where it came from:

| Field                      | What it shows                                                    |
| -------------------------- | ---------------------------------------------------------------- |
| **Contact Created Source** | "Web Agent"                                                      |
| **Agent Name**             | The Web Agent the visitor was chatting with                      |
| **Web Conversation**       | A link back to view the original Web Chat session logs           |
| **Handoff URL**            | The page on your website the visitor was on when they handed off |

### Configuring handoff

<Steps>
  <Step title="Go to AI Agents and Bots → [Your Agent] → Settings → Web Widget Settings." />

  <Step title="Scroll to Handoff Configuration." />

  <Step title="Toggle Enable handoff to on." />

  <Step title="Select the WhatsApp channel to hand off to." />

  <Step title="Choose the Display style:">
    * **Aggressive header** — a banner appears at the top of the chat asking if the visitor wants to switch to WhatsApp
    * **Floating pill** — a small WhatsApp icon floats on the screen
    * **Action button** — a "Chat on WhatsApp" button appears in the conversation
  </Step>

  <Step title="Write the Prompt text — the message shown to the visitor before handoff." />

  <Step title="Optionally write a Pre-fill message — pre-filled in WhatsApp when the link is clicked." />

  <Step title="Click Save." />
</Steps>

<Info>
  Handoff is a separate, independent setting from the widget's CTA button — enabling Handoff does not require or use the CTA button's URL field. See [Ice-breakers and CTAs](/web-chat/ice-breakers-and-ctas) for how the CTA button works on its own.
</Info>

<Check>
  **Pro tip:** Use the pre-fill message to give context to your WhatsApp team. Something like: *"Hi! I was just chatting on your website about \[topic]. Here's what I need help with:"* — this saves the visitor from repeating themselves and creates a smoother experience.
</Check>

<Info>
  Web Chat is **reactive only** — visitors initiate the conversation by opening the chat widget on your website. Gallabox cannot send proactive outbound messages to website visitors outside of an active chat session.
</Info>

## FAQs

<AccordionGroup>
  <Accordion title="Why don't I see the Dashboard tab on my Web Agent?">
    The Dashboard tab only appears for agents on the **Web** channel, and only once the agent has been published at least once. If you've just created the agent, publish it first.
  </Accordion>

  <Accordion title="Why are the country and device charts blurred out?">
    Those sections, along with the full sessions table, require an **Essential** or **Advanced** plan. On Basic, they show sample data behind an upgrade prompt so you can see what's available.
  </Accordion>

  <Accordion title="Can I see which visitors are on my site right now?">
    No — Gallabox doesn't have a live "who's online" presence view. The Dashboard shows session history over a date range you choose, not a real-time visitor list.
  </Accordion>

  <Accordion title="Can a human agent reply to a Web Chat visitor directly, without a WhatsApp handoff?">
    No. Web Chat has no Inbox presence for live conversations — only the Chat AI Agent responds. If a visitor needs a human, the only path is handing the conversation off to WhatsApp, where a person on your team can then reply from the Inbox.
  </Accordion>
</AccordionGroup>

## Related Articles

* [Web Chat Setup](/web-chat/setup) — installing the widget
* [Web Chat Widget Customisation](/web-chat/widget-customisation) — widget appearance and behavior settings
* [Omnichannel Inbox](/conversations/omnichannel-inbox) — how WhatsApp/Instagram conversations are handled by humans
* [AI Wallet](/pricing-and-billing/ai-wallet) — plan and usage details