Not all report templates are available on all plans:

Yes, all customers can create reports. However, if you don't have custom reports included on your plan you can only add charts from the chart library (you can't create your own custom charts).

Custom charts are those created or edited via the chart builder. A chart you add from the chart library is a pre-built chart. Editing and saving any changes to a pre-built chart will make it a custom chart. If you downgrade from a plan that includes custom reports to one that doesn’t, any custom charts you’ve created will be inaccessible.

Any changes made to a report such as applying filters will not be saved unless you do so in edit mode and then save them. Changes made in view mode will be cleared when the you reload the browser.

Each chart type has minimum sizes (in grid sizes WxH). They are as follows:

Intercom's legacy prebuilt reports contained charts which used versions of metrics and filters that aren’t possible to replicate in our new report templates, or they presented results that are replicable in custom reporting. New report templates now use the same metrics, filters, and chart types as custom reports, so every chart can be replicated in custom reports.

An aggregation is how all the different values from individual conversations are combined and presented as a single number.

For example, taking the different response times from each reply in all your conversations and aggregating them to show you the ‘median’ response time.

You can change the aggregation from Median to Average for a chart in 3 ways:

In order to change the chart aggregation to Maximum/Minimum, you’ll need access to custom reports on the Advanced or Expert plan, as this aggregation is only available to customers by directly editing a chart.

Bot Inbox Time is now selected at the metric level. When you select a chart from the chart template library that would be impacted by time in the Bot Inbox, there will be a separate version of the metric for whether it includes time spent assigned to the bot, or after the bot has handed over to the team.

Yes, when you have no conversations the sum aggregation returns as 0.

This is to ensure that the donut chart compares relationships accurately by showing all ‘slices’ of the attribute they are viewing by. You can bump up the number of slices by changing the "Show top value" beside the attribute you’re viewing by.

No, only donut charts support showing the "Other" grouping for the attribute being viewed by at this time.

You can do this by creating an area chart and setting the stacked toggle to "On".

For the metric "new conversations", we take a snapshot of the first message in the conversation to populate data in the report. If the tag was added to the user profile after the conversation started, the conversation will still be added to the report.

The summary row is a roll-up of the selected metric, recalculated at an aggregate level. It is not a sum or average of the rows in the table. This approach ensures the most accurate and relevant insights for overall performance.

For example, for the "Closed conversations" metric it represents the count of unique conversations closed. The summary row displays the total number of unique conversations closed over the specified date range, following the metric's definition. If it was to sum up the values in the rows below it, then it would often have a higher count as a single conversation might be closed by multiple teammates.

In Intercom reports, each conversation will only count once. So for example, if you have a conversation with multiple replies spanning over a number of days during the a week, once you segment the report per week, that conversation will only show once in the results. However, if you segment the report by day, the conversation will show for each day. This is why you might see a higher number when selecting hours or days.

Intercom does not have a direct method to set up a Display Unit for live statistics. However, you can use an external screen share and display a reporting page such as the Real-Time Dashboard or the Overview Report to showcase agent performance and overall performance daily.

To see if a teammate has been actively replying to messages, you can either:

Each report chart includes a chart drill-in feature which allows you to delve into the data and understand the driving factors behind the metrics you see in reports.

If you need to take a closer look at your conversation data, there are several ways you can download and export your conversation content or data:

A conversation action refers to specific actions performed within a conversation. These include tasks such as assignments, replies, and closing conversations. For example, using Chart Drill-In for the "replies sent" metric will display the replies sent by teammates to customers within the selected date period. By clicking on the action ID, you can preview the specific message sent.

Where there are multiple companies, the values are all exported separated by commas.