Dashboard
Operate support, knowledge, and AI performance from one workspace.
The dashboard is your workspace's home screen. It shows what needs attention right now, how the AI is doing, and whether any conversation is running past its response target.
Activity
When a customer replies on a ticket your team hasn't opened since, the dashboard shows an Activity panel above the stat cards. It lists those tickets, most recent reply first, each with its number, summary, who wrote, which channel, and when. Select one to open it. View all opens the ticket list filtered to new activity and sorted by latest activity. Once a ticket is opened it leaves the panel, and the panel disappears when nothing is waiting.
The bell in the top bar shows the same replies as notifications, and a push notification is sent if browser notifications are on. See Know when a customer replies.
Stat cards
| Card | What it shows | Opens |
|---|---|---|
| Auto-Answered | Every question the AI resolved automatically | Tickets filtered to auto-answered |
| Deflection rate | Deflected / Answered — your key efficiency metric | Analytics |
| Open | Questions that still need attention | Open tickets |
| In Progress | Questions currently being handled | In-progress tickets |
| Resolved | Completed support conversations | Resolved tickets |
| Needs Review | Answers waiting for a human decision | Tickets filtered to needs review |
| AI Drafts Pending | Draft replies ready to review | Tickets filtered to pending drafts |
| SLA Breaches | Tickets past their configured response target | Tickets filtered to SLA breaches |
Select any card to jump to the matching view. The ticket list shows the same tickets the card counts, and a "Filtered by" label appears above the list while a card filter is active. Pressing Filter keeps the card filter along with your status, priority, and category choices. Select Clear card filter to drop only the card filter.
The Deflection rate card uses the same figure as the Analytics page, which leaves out bug reports and feature requests. Auto-Answered counts every deflected ticket, so the two numbers won't always line up with each other.
Tickets marked duplicate are left out of every stat card, the deflection rate, category breakdown, and SLA figures, so a repeated question is only counted once. Mark a ticket as duplicate from its status form on the ticket page.
Deflection rate
A deflection happens when the AI answers a question with confidence above your threshold (default 0.8) and the user doesn't escalate to a human. Higher = less manual support work.
Tickets classified as bug are excluded from this metric entirely — the knowledge base can't contain a fix that doesn't exist yet, so declining to auto-answer a bug report is correct behaviour, not a miss. Deflection rate reflects how well answerLoops handles questions the knowledge base can actually answer.
Quick actions
The dashboard surfaces quick links to the most common tasks: adding knowledge, reviewing deflection trends, configuring AI behavior, and reviewing the generated FAQ. The open-ticket panel prioritizes unresolved work, while the SLA panel separates time-sensitive conversations from the rest of the queue.
Live updates
Tickets, draft availability, and team membership update while the dashboard is open. If the connection is interrupted, the page reconnects and refreshes. Returning to a background tab also refreshes its data.
Self-hosted operators using a pooled database connection should configure DIRECT_DATABASE_URL for live updates. See environment variables.
Navigation
The workspace sidebar groups pages by the job they support:
- Monitor: Dashboard, Analytics, and Simulation
- Support: Tickets and widget Leads
- Improve: Knowledge Base, FAQ, and Knowledge Gaps
- Configure: Billing and Settings
On mobile, the same navigation is available from the menu button in the top bar.