User Guide · Analytics & Monitoring

Live monitoring

A live view of your inbox backlog and response times, refreshed every minute, broken down by inbox view.

Monitoring answers "how is the inbox doing right now?": how many customers are waiting, how many conversations nobody owns, and how fast your team responds. Open it from Monitoring in the inbox sidebar, or go to /monitoring.

Monitoring is part of full analytics, included from the Growth plan. See Plans, credits & billing.

Overview

The monitoring dashboard.
1Data refreshes automatically every 60 seconds.
2Backlog: what is waiting right now.
3Performance: response times.
4Filters: time range, team, channel and conversation tags.
5Breakdown per inbox view.

Backlog metrics

Metric	Meaning
Waiting For Answer	Open conversations where the customer spoke last.
Waiting For First Reply	Conversations that haven't received any reply yet.
Idle Conversations	Open conversations with no activity for the idle period.
Opened Conversations	Conversations currently open.
Closed Conversations	Conversations resolved in the period.
Unassigned Conversations	Conversations without an owner.
Automations Running	Automations currently in progress.

Performance metrics

Metric	Meaning
Average First response time	How long customers wait for the first reply.
Average Time since last response	How long, on average, since your team last replied in open conversations.

Filters

Time range: 24 hours, 7 days or 30 days.
Team: limit to one team's conversations.
Channel: WhatsApp, Facebook or Instagram.
Conversation Tags: for example only VIP or Urgent conversations.

Breakdown table

The table lists All Conversations and then each inbox view (such as Default Workspace) with Opened, Waiting for answer, Waiting for first Reply, Unassigned, First Response Time and Response Time. Click a column header to sort.

If "Unassigned" keeps growing, turn on Enable Auto-Assignment in Settings › General or route conversations with workflows.