How do I see how my inbox is performing?
Open Insights from your inbox to see conversation volume, response time and a breakdown by channel, agent and team.
Insights gives you a numbers view of your inbox: how many conversations are coming in, how fast they get a first reply, and how the load splits across channels, teammates and teams.
Open it
- From your inbox, click Insights.
- Pick a date range: Last 7 days, Last 30 days, or Last 90 days.
What you will see
- Conversations and Resolved stat tiles, with open, pending and snoozed counts underneath.
- Avg first response, how long conversations in this range took to get their first reply, and how many conversations that average is based on.
- Conversation volume, a bar chart of new conversations per day across the range you picked.
- Breakdown tables by channel, by agent and by team, each showing the count and share of your total conversations.
If it says you have no data yet
That is expected for a brand new account, once conversations start coming in, their volume and response numbers appear here. It is not an error.
If it will not load at all
You will see a clear message telling you either that insights are not available to your role, which is expected for some team members, or that something genuinely went wrong on our side, with a Try again button. If Try again keeps failing, chat with us.
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More in Your inbox
The other guides people read alongside this one.
- How do I read and reply to a conversation?
Open a conversation from your inbox list, type your reply, and send it. Switch to a note if the message is only for your team.
- How do I give a conversation to someone else?
Use the assignee control in the conversation header to hand it to a teammate, take it yourself, or hand it back to the AI.
- How do I snooze, resolve or reopen a conversation?
Resolve when you are done, snooze when you need to come back later, and either way it reopens by itself the moment the customer replies.
- How do I filter my inbox, and save the filters I use most?
Filter by channel, assignee, team or unread, then save the combination as a view you can jump back to in one click.
Did this not cover it?
Start a chat and the assistant will try first. If it cannot help, it hands you to a person.
Or email support@peakifyhub.com. We answer within 1 business day, Mon–Fri.