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Reports answers the operational questions Home does not: how fast customers get a first reply, how many conversations your AI agent resolves without a person, why conversations are handed over, and how each teammate performs. Every report covers a date range you choose and can be exported as CSV.

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Before you start

  • Reports are visible to every predefined role (Owner, Admin, Manager, Agent and Viewer all have Analytics view access). See Team and roles.
  • Reports use your workspace time zone (Settings → Profile → Time zone) for day boundaries and peak hours. Business-hours figures also use Working hours from Settings → General. See Workspace settings.
  • Test conversations (the Test conversations folder in the Inbox) are excluded from every report.

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Pick a date range

Use the picker at the top right: 7 days, 30 days (default), 90 days or Custom with From and To, then Apply. Dates are inclusive calendar days, so 1–7 March is seven full days. A range longer than 180 days is not allowed; the page shows “Date range too long” and “Reports cover up to 180 days. Pick a shorter range.” and no report loads until you shorten it. The selected tab and dates are kept in the page address, so you can bookmark or share a link to a specific report and period. The four reports are tabs under the title: Volume, Response time, Resolution and Team. Export all conversations sits beside the date picker. If a report can’t load you see “Couldn’t load this report” with Try again; choose a shorter range if it keeps failing.

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Volume

What came in, from where, and when. With no conversations in the range, the tab reads “No conversations from” the first date “to” the last, and suggests a longer range.
  • Conversations over time: conversations started per day. Export CSV downloads a Date, Conversations file.
  • By source: counts per origin of the conversation: WhatsApp, Website widget, Template (started by a template you sent), Sandbox (the test number) or API. Other origins show under a readable version of their name.
  • By tag: the ten most common conversation tags; untagged conversations are grouped as “Untagged”. Tags are managed in Tags and macros.
  • Peak hours: conversations started per hour of the day (0:00 to 23:00) in your workspace time zone. Use it to plan shifts.

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Response time

How long customers wait for a first reply, and how long conversations take to close. First reply speed (“Share of conversations that got a first reply within each time.”) shows Under 1 minute, Under 5 minutes, Under 30 minutes and Under 1 hour as the percentage of conversations whose first reply arrived within that time. Conversations that were never answered are not part of these percentages.
  • First reply time: median first reply per day. Export CSV downloads Date, Median first reply (seconds), Average first reply (seconds), Conversations.
  • Who replied first: Agent first reply and Team first reply, each with the median and “Median of N conversations” in which the first reply came from the AI agent or from a teammate.
First-reply calculations count the first reply from the AI agent or a teammate after the customer’s first message. Follow-ups, handover notices, internal notes, rejected AI drafts and internal tool steps are ignored, and replies that took longer than seven days are dropped.

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Resolution

How much your AI agent handles on its own, and why conversations are handed over to your team. Every conversation is classified by who actually replied:
  • Who handled conversations: a pie of Agent only, Agent and team and Team only.
  • Resolved by the agent over time: the share per day. Export CSV downloads Date, Total, Agent only, Resolved by the agent %.
  • Why conversations were handed to the team: a count per reason. The reasons that can appear are “The agent handed it over” (the agent used its handover tool), “Credits ran out”, “The agent couldn’t read an attachment” (the customer sent a file type the agent cannot read), “The agent’s replies didn’t pass its quality check” (the AI Manager rejected the reply), “The agent couldn’t reply” (the reply could not be generated), “No agent was set up” (no agent was attached to the channel) and “Flagged for safety” (the Guard blocked the conversation).
  • Resolved by the agent, by tag: Total, Agent only and the share for each conversation tag, so you can see which topics the agent handles well.
To reduce handovers, review the agent’s Capabilities (Hand over to your team, Block spam and off-topic chats, Check replies before sending) and its Knowledge.

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Team

One row per human teammate who handled at least one conversation in the range. A conversation is attributed to the last teammate who was assigned to it. Export CSV downloads the table with the average first reply as an extra column. If nobody on the team handled a conversation, the tab says “No team activity”: “This report covers conversations your team handled. No conversation was assigned to a teammate in this period.”

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Export all conversations

Export all conversations (top right) downloads one row per conversation in the range, newest first, with these columns: Teammate, Conversation ID, Tag, Source, Customer name, Customer phone, First reply (calendar time), First reply (business hours), Time to resolve, First reply at, Started at, Resolved at, Messages and Handling (ai_only, hybrid or human_only). Timestamps are in your workspace time zone. The export contains at most 10,000 conversations. You see Export complete with “Rows exported: N”; when the range has more, it reads “Exported N of total rows.” Narrow the range and export again. If it fails you see “Couldn’t export conversations”.

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Troubleshooting