Overview

The ‘Conversations’ template gives you a ready-made view of your conversation volume and how your team keeps up with it:

• How many conversations start

• How many conversations get replied to and closed

• Which channels they arrive through

• When they arrive

• And much more

Go to the Reports tab and create a new report. Select the ‘Conversations’ template to get started quickly.

What the template shows

The report opens with key metric tiles, each compared with the previous period:

• Conversation volume - New conversations that received a teammate reply, and replies sent

• Closures and workload - Close and reopen activity, plus the conversations that sat open or snoozed

‘New conversations’ includes every conversation created in the period, even if it never received a reply or was started by Outbound messages or Workflows. ‘Closed conversations’ counts close events, so a conversation that closes, reopens, and closes again counts twice.

Customize this report

Your copy of the template is a normal custom report: rename, remove, or reconfigure any chart, or add your own. The Add a chart panel includes more prebuilt conversation charts, such as ‘New inbound conversations’, which counts only conversations started by customers or leads.

Useful filters for this template:

• Channel or Conversation tag - focus the whole report on one channel or a tagged subset

• Country or Continent - compare volume across customer locations

• Conversation origin, Has customer reply, and Conversation initiator type - separate inbound volume from Outbound and Workflow conversations, including ones nobody replied to

• Custom attributes - segment conversations using workspace-specific conversation, user, or company data

• Teammate - automatically uses the teammate attribution that matches each metric, such as the current assignee for volume and the teammate responsible for a reply or close

Learn more about customizing reports →

Conversations report use cases

Manage your team's workload with the New conversations - by time chart

‘New conversations - by time’ tracks conversation volume so you can spot long-term growth or recurring spikes. It also compares the selected period with the immediately preceding one.

Understand the rate that conversations are being replied to

‘Comparison of New Conversations and Replies’ shows new conversations alongside conversations replied to. Because ‘Conversations replied to’ is counted when a visible teammate reply is sent, it can include conversations created before the selected period. Fewer replied conversations can indicate a backlog, while more can mean the team is working through older or reopened conversations.

See which channels your conversations are coming from

‘New conversations - by channel’ shows how new conversations are spread across Chat, Email, and Slack. Channels are the different ways that customers can start a conversation with you.

Break down how many replies your team sends

‘Replies sent - by time’ shows how many teammate replies were sent during the selected period.

Compare closes with reopens

‘Closed vs. Reopened conversations’ plots close events against unique reopened conversations, helping you spot periods when resolved work returns to the queue.

Track the open and snoozed workload

‘Open and Snoozed conversations’ shows how many conversations sat in each state during the period, so you can see whether active or deferred work is building up.

Tackle the busy periods

‘Hourly Distribution of New Conversations’ is a heatmap of conversation starts by day of week and hour, so you can find the busy windows and make sure enough teammates are available during them.

FAQs