What does this section show you?
In the Conversations area, you can see how your communication evolves over time. You can view:
how many conversations are newly created or remain active
how your message volume develops
which channels your contacts use
how conversations and messages are distributed across channels
What are new and active conversations?
New conversations
New conversations are all conversations that are started for the first time within the selected time period — either by the contact or by your company.
They show you how many entirely new inquiries or leads are generated.
Active conversations
Active conversations are those in which at least one party (your company or the contact) sends a message within the selected time period.
They show you how many conversations are actually being handled or continued.
Trend of new & active conversations
Here you can see how new and active conversations change over time:
whether your inquiry volume is increasing or decreasing
when typical peak periods occur
how your team’s workload develops
Hover details:
When hovering, you also see the distribution by channel type, such as WhatsApp, Live Chat, Facebook, Instagram, or SMS.
Message volume
This section shows how many messages were sent during the selected time period and how the overall volume develops. You can view:
all messages
incoming messages
outgoing messages
Hover details:
When hovering, you see the exact breakdown of all, incoming, and outgoing messages.
Channel distribution (pie charts)
Below the trend charts, you’ll find pie charts that show:
how new or active conversations are distributed across channels
how all, incoming, or outgoing messages are distributed across channels
Hover details:
When hovering, you see the exact distribution by channel type — including total counts and percentage values.
Filter options
Time period: e.g., last 7 days, last month, or a custom range
Inboxes: analyze single or multiple inboxes at once
Channels: breakdown by channel types like WhatsApp, Live Chat, Facebook, Instagram, SMS
These filters allow you to focus on specific teams, campaigns, or channels by including or excluding the data you need.