Inbox
Analytics
Analytics (/workspace/<workspace>/analytics) shows how your workspace answers customers over the last days. It needs the analytics.view permission.
| Card | What it measures |
|---|---|
| Conversations | New conversations, and how many were resolved |
| First response | Median time to the first reply, in minutes |
| AI handoff rate | Share of AI conversations handed over to your team |
| AI cost | What AI spent, with the AI tokens charged |
| Who answered | Replies by AI agents, Team, Auto replies, API and Plugins, against customer messages |
| Customer satisfaction | The average satisfaction rating and how many ratings |
| Messages per day | Customer messages and replies per day |
| Top intents | What customers write about (needs AI assist) |
FAQ
Why is Top intents empty?
It needs a plan with AI assist and sentiment analysis on (Settings › AI).
Does Analytics count API messages?
Yes, under Who answered › API.