Calls vs. chats: channel performance

Not every customer reaches you the same way. The Lead Conversion breakdown on your Dashboard shows how your total interactions split between voice calls and website chats — so you know which channel is carrying the load.

Click to enlarge

Reading the breakdown

The donut chart displays your total interactions (calls + chats combined) and the percentage each channel represents.

For example, 39 calls (44%) and 50 chats (56%) out of 89 total means slightly more than half your customers prefer chat — common for businesses with an active website and a visible chat widget.

The Chats Handled KPI card above shows the same chat share as a percentage of all interactions, so the two widgets tell a consistent story.

Why the split matters

When calls dominate

• Customers may be finding your phone number first — Google Business Profile, truck wraps, yard signs.
• Voice is often higher-intent: someone who picks up the phone usually wants to book now.
• Focus on: natural-sounding voice settings under Bot → Bot Settings, a clear phone greeting, and fast calendar availability.

When chats dominate

• Your website widget is visible and working — visitors are engaging before they call.
• Chat captures after-hours and mobile traffic that might not pick up the phone.
• Focus on: widget placement on high-traffic pages, a welcoming first message in Chat Settings, and Knowledge Base answers to common pre-booking questions.

When one channel is near zero

• No chats — Check that your embed link is live on your site (see Embed under your bot). A missing widget means zero chat volume.
• No calls — Confirm phone forwarding is active and pointed at your HAB number. See Bot isn't answering calls if calls should be coming in.

Compare channels fairly

Calls and chats serve different moments in the customer journey. A homeowner browsing your services at 10 PM will chat; someone with a burst pipe at 7 AM will call. Healthy businesses often see both channels active.

Use this simple weekly check:

1. Note the call vs. chat split on the Dashboard.
2. Open Conversations and filter to Voice — read two recent calls.
3. Filter to Chat — read two recent chats.
4. Ask: did HAB perform equally well on both? If one channel has more fallbacks or unresolved conversations, that's where to improve.

Optimize each channel

Tip: Don't try to force all traffic through one channel. Let customers choose how they want to reach you — HAB handles both 24/7. Your job is to make sure each channel is set up and answering well.

Note: The donut chart counts interactions (conversations), not unique customers. One person could call and later chat, and each would count separately.