---
title: "Chat Answer Usage"
slug: "chat-answer-usage"
description: "The Glad App Answer Usage report can help you understand which Answers shown in Sidekick are most frequently used by your Customers. Learn more."
updated: 2025-08-28T19:59:39Z
published: 2025-08-28T19:59:39Z
---

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

# Chat Answer Usage

The Chat Answer Usage report can help you understand which Answers shown in Chat are most frequently used by your Customers.

## Understand the basics

### **When to use the Chat Answer Usage report**

Use the Chat Answer Usage report if you have questions around:

- Which Answers are being used the most in Chat ?
- How often are Answers being used in Chat ?
- Are there certain Answers used more over time?

### **How often to view the report**

Review this report monthly to gain valuable and actionable insights.

### What it tracks

| Metric | Description |
| --- | --- |
| **Answer Name** | Name of the Answer. |
| **Number of Clicks** | Number of times the Answer was clicked within Chat . |

## Take action

Once you understand the report, you can take action and make improvements.

### Frequently used Answers in Chat

If you notice that certain Answers are being used more in Chat, think of the following points:

- Can frequently used Answers be converted into a process/product update? For example, if your Agents frequently use Answers related to shipping during checkout, consider expanding your shipping information during checkout.
- Is there an opportunity to further improve your Answers content?

### Infrequently used Answers in Chat

If you notice that certain Answers aren’t used much in the Chat, you can either remove or improve them.

- Watch out for duplicate Answers.
- Don’t improve an Answer for the sake of improving an Answer. If you know it’s not delivering valuable information. We suggest removing it to reduce the number of Answers you must manage and search through.

## Good to know

- This report can also be generated via API. See our [developer guide](https://developer.gladly.com/rest/#tag/Reporting) for more details.
- Listed below are related reports we recommend you use alongside this report:
  - Quick Actions Usage