What do my reports actually show me?
Messages, response rate, AI containment, customer satisfaction, a daily activity chart, and how each channel is performing, over whatever date range you pick.
Reports gives you a fuller picture than your dashboard: how your messages are performing, how well your AI is handling things on its own, and how each channel and day compares, all over a date range you choose.
Pick a date range
At the top of the page, choose Last 7 days, Last 30 days, Last 90 days, or a custom range. Every stat, chart and table below follows the range you pick, except Total Contacts, which always counts everyone in your Contacts list, however long ago you added them. Press Export CSV to download the same figures as a spreadsheet.
The stat tiles
- Messages Sent, with how many of those were actually delivered underneath.
- Response Rate, with your open rate alongside it.
- AI containment, the share of conversations your AI answered on its own without a person stepping in, with how many were answered by AI without a hand-off versus handed off underneath. This counts every conversation the AI answered without passing it to a person, so it is usually bigger than Resolved by your AI below, which only counts conversations the AI closed because the customer said they needed nothing more.
- CSAT, your average customer satisfaction score from the ratings customers have actually left, with how many responses that average is built from. If you have more than one inbox connected, a CSAT by inbox breakdown appears underneath, so you can see whether one channel is rated differently from another.
Any of these read as a dash rather than a number when there is nothing to measure yet in the range you picked, for example no AI results yet, or no CSAT ratings. That is expected for a quiet period, not a broken page.
What your AI finished
Under the stat tiles, five numbers for the same date range show the jobs your AI finished on its own:
- Resolved by your AI, conversations the AI closed because the customer said they needed nothing more.
- Bookings made by your AI, appointments the AI booked in a chat, by text, on WhatsApp or on the phone.
- Booking and payment links sent, the change-or-cancel and secure payment links the AI sent customers who asked for them.
- Callbacks taken, callback requests the AI recorded for your team.
- Handed to your team, conversations the AI passed to a person.
When there is nothing to count yet in the range you picked, the card says so instead of showing a row of zeros.
AI conversations to check
Each night your AI's conversations from the day before are reviewed, up to 20 a night: every one a customer rated 1 or 2 stars, every one your AI marked as done that the customer wrote back into within a day, and a sample of the rest. The review checks whether the AI stuck to your knowledge base, made something up, should have passed the conversation to your team, or missed something it could have done, like sending a booking link.
The ones that need a look from the last 7 days appear in the AI conversations to check card, below What your AI finished. Each has a one-line reason and an Open conversation link. When the cause was a question your knowledge base does not cover, a See suggested answer link takes you to a drafted answer on your Knowledge Base page. If you cannot open an inbox, you do not see its conversations here. The review never changes a conversation or replies to a customer, and it does not use your AI credits.
The charts and tables
- Daily Activity, a chart of your activity day by day across the range. Each day is a day on your business's own clock (the time zone set in Settings, General), so a message sent at 9 pm your time counts on that evening's date, not the next day's.
- Channel Performance, a table breaking your numbers down by channel, so you can see whether SMS, web chat or another channel is carrying most of the load.
- SMS Log, every text attempted in the range. The screen shows the newest 100 and tells you the true total ("Showing the newest 100 of 150"), and a failed text is marked Failed and counted in a "failed" chip beside the total. Export CSV lists all of them, not just the newest 100.
If a number looks off
Check the date range first, a number that looks low is often just a quiet period rather than a problem. Reports also leave out a deleted conversation, a customer in Deleted customers and a duplicate merged into another contact, so a number can drop right after someone deletes one. Restoring it brings its numbers back. Response rate depends on actual conversations happening, an account with little traffic in the range you picked will show correspondingly small numbers, which is correct.
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More in Reports and usage
The other guides people read alongside this one.
- Where do I see how much I have used this period?
Your Usage page shows SMS sent, voice minutes, conversations against your free monthly quota, team seats, and your monthly active contacts against your plan's allowance.
- What actually uses my credit, and what is included for free?
Texting, calling, conversations and the AI answering your customers all keep working with no cap and are never charged. Your SMS & Voice wallet pays for anything beyond your plan's free amounts, including AI Workspace answers for your team past their monthly free allowance.
Did this not cover it?
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