What do my reports actually show me?

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 updates to match. 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.
• Conversion Rate, with your count of currently active conversations alongside it.
• AI containment, the share of conversations your AI resolved on its own without a person stepping in, with how many were resolved by AI versus handed off underneath.
• 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-qualified conversations, or no CSAT ratings. That is expected for a quiet period, not a broken page.

The charts and tables

• Daily Activity, a chart of your activity day by day across the range.
• 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, the individual text messages sent in the range.

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. Response rate and conversion rate depend on actual conversations happening, an account with little traffic in the range you picked will show correspondingly small numbers, which is correct.