RelayDocs

Inbox

Analytics

Inbox → Analytics answers three questions: how busy are we, how fast are we, and is the bot pulling its weight?

Analytics is included in the Team plan. On Pro the page shows how to switch plans instead; see Plans & billing.

Metrics#

MetricWhat it measures
Open nowConversations currently waiting on you.
Median first replyTypical time from a customer’s first message to your first reply. The median ignores rare outliers.
Bot resolutionShare of resolved conversations the bot resolved on its own (the customer tapped That helped).
ConversationsAll conversations, all time.
Conversations per dayThe last 14 days, with the part the bot resolved highlighted.
Busiest tagsThe five most-used tags.

Using the numbers#

  • Median first reply creeping up? Use saved replies and the keyboard flow, or set expectations in the widget greeting.
  • Bot resolution low? Read recent handoffs and write the missing help articles. Consider AI answers.
  • One tag dominating? That’s a product problem or a missing article. Fix the cause and watch the bar shrink.