It’s easy to understand your team’s workload and your customers’ biggest issues with conversations reporting. You can track your new inbound conversations, busiest periods and biggest customer issues, and optimize your support.
Create a conversations report
Go to Reports and create a new report, then select the Conversations template to get started quickly.
You can also use a range of conversation metrics and attributes to create your own custom report on the Advanced or Expert plan.
Use the conversations report template to see
New conversations
Conversations replied to
Replies sent
Closed conversations
New conversations - by time
New conversations - by channel
Replies sent - by time
Comparison of New Conversations and Replies
Hourly Distribution of New Conversations
Understand chart data
Hover over the information icon at the top of a chart to see reporting period, report level filters, metrics, and metric level filters applied to each chart.
Learn more about conversation metrics in the Conversations dataset.
Customize the conversations report template
The conversations report template is fully customizable, enabling you to add more charts from the chart library, or remove charts you don't need in this report. All charts can be resized and moved around to where you want them.
Conversations report use cases
Manage your team’s workload with the 'New conversations - by time' chart
You can track how many new conversations you’re handling over time with the New conversations - by time chart, so you can identify long-term growth trends. You’ll be able to see if you need to streamline your support process, hire more staff or tackle recurring spikes in volume.
The previous date range is also shown alongside the current one, so you can compare two periods.
It’s important that you can easily compare the same days with each other across weeks. To compare two weeks like-for-like, you need to set the time range to be divisible by 7 days (i.e. 14 days, 84 days, 210 days etc). For example, if you select a period that’s not divisible by 7, such as 12 days, the days of each week won’t line up with each other correctly.
Understand the rate that conversations are being replied to
The Comparison of New Conversations and Replies chart shows the number of conversations started in the chosen period (in blue) alongside the number of conversations where teammates have replied (in yellow).
The ‘conversations replied to’, may include conversations started before your filtered date range.
The ideal result in this chart is an even number of conversations started and replied to.
If you see fewer conversations replied to than conversations started, your team may be experiencing a backlog of conversations.
More conversations replied to than started, suggests your team are working through a backlog of older conversations, or responding to conversations which have reopened.
See which channels your conversations are coming from
The New conversations - by channel chart will show you how your new conversations are spread across the channels you support. Channels are the different ways that customers can start a conversation with you.
Break down how many replies your team send
For another view of your team’s workload, the Replies sent chart shows how many replies they’ve sent within your selected date range.
'Replies sent' in the legacy conversations report counts teammate replies to conversations without a user response. However, ‘Replies sent’ in the new conversations report template and custom reports only count teammate replies in conversations with a user response.
Tackle the busy periods
It's easy to check which days and times get the most new conversations in the Hourly Distribution of New Conversations chart, so you can make sure you have enough teammates available to manage the busy periods.
Useful conversations report filters
You can gauge your team’s workload for any period up to a year, using the date range filter.
You can also filter your conversations report by:
Tag — Review a subset of conversations with certain tags.
Continent — Select a single continent, or more than one.
Country — Choose a single country, or more than one.
Channel — Filter based on where conversations started. E.g. email, chat, or your mobile app.
Started by — See only conversations started by your customers, or those in response to a bot/message.
Teammate currently assigned — Show conversations currently assigned to a team or teams.
Teammate — Show conversations where the action was performed by one or more teammate/s (E.g. conversations replied to, or closed by that teammate).
Conversation data attributes — Show conversations with specific attributes that you define.
Changes from the legacy conversations report
Changes from the legacy conversations report
If you're migrating from the legacy conversations report to Intercom's new reporting templates from December 2024, you may notice some discrepancies in the available charts:
Charts that will potentially be added to the conversations report template
Open Conversations
Snoozed Conversations
Reopened Conversations
Closed vs Reopened Conversations
Open and Snoozed Conversations
Charts not planned for migration to the conversations report template
Busiest Period for New Conversations
Features to be added to the new reports soon
Email PDF
Schedule Report
Charts available on the legacy report can still be added to the new template when customizing the report template.
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts