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Conversations Dashboard

Overview​

The Conversations Dashboard provides a visual breakdown of your conversation volume over time. Use it to track how many conversations your team handles, identify trends, and drill down into individual conversations for a specific time period. You can filter by date range, channel, and team member.

How to Access​

  • Navigate to Reports in the sidebar menu.
  • Select the Conversations tab.
  • Available to all roles.

Interface Overview​

The dashboard is divided into two main areas:

  • Left panel (main chart area):

    • Header showing total conversation count, new contacts count, and unanswered count.
    • A column chart displaying conversation volume over time (grouped by day, week, month, quarter, or year depending on the selected date range).
    • A drill-down table below the chart showing individual conversations for the selected time period.

  • Right panel (filters and breakdown):

    • Date range picker to select the reporting period (defaults to the last 30 days).
    • Channel filter dropdown (WhatsApp, Facebook Messenger, Instagram, or All).
    • Agent filter dropdown to narrow results to a specific team member.
    • "Conversations by Funnel" card showing a ranked breakdown of conversations by funnel/team, with progress bars.

Features & Actions​

Filter by Date Range​

What it does: Changes the reporting period for all charts and data on this tab.

Steps:

  1. Click the date range picker in the right panel.
  2. Select a start and end date, or choose a preset range.
  3. The chart and all metrics refresh automatically.

Filter by Channel​

What it does: Narrows the conversation data to a specific messaging channel.

Steps:

  1. Click the Channel dropdown in the right panel.
  2. Select a channel (WhatsApp, Facebook Messenger, Instagram) or choose All.
  3. Data refreshes automatically.

Filter by Agent​

What it does: Shows conversations handled by a specific team member.

Steps:

  1. Click the Agent dropdown in the right panel.
  2. Select a team member or choose All.
  3. Data refreshes automatically.

View the Conversations Chart​

What it does: Displays a column chart of conversation volume over time. The system automatically groups data by day, week, month, quarter, or year based on the date range length.

Details:

  • Hover over a bar to see the exact count for that period.
  • Click on a bar to drill down and see the individual conversations for that time period.

Drill Down into Conversations​

What it does: When you click a bar in the chart, the detail table below updates to show individual conversations from that period.

Details:

  • The table shows: contact avatar, contact name, date, and message preview.
  • Click the conversation viewer icon to open a quick view of the full conversation.
  • Scroll down to load more results (infinite scroll).

Important notes:

  • The drill-down date range is shown above the table (e.g., "Jan 1 - Jan 7").
  • Drill-down data is available on the Enterprise plan. Lower-tier plans will see an upgrade prompt.

View Conversations by Funnel​

What it does: The sidebar card shows how conversations are distributed across your sales funnels/teams, with a count and percentage bar for each.

Fields Reference​

MetricDescription
ConversationsTotal number of unique conversations in the selected period
New ContactsNumber of first-time contacts who started a conversation
UnansweredConversations where the last message is from the customer (not yet replied)
Conversations by FunnelBreakdown of conversations per team/funnel with percentage bars

Important Notes​

  • The date range defaults to the last 30 days.
  • The chart grouping (day/week/month/quarter/year) is determined automatically based on the date range span.
  • The channel filter only shows active channels configured for your account.
  • Drill-down conversation details require the Enterprise tier. Users on lower plans see an upgrade message.

FAQ​

Q: Why does the chart group by weeks instead of days? A: The system automatically chooses the grouping based on your date range. Short ranges (a few days) show daily data; longer ranges show weekly, monthly, or quarterly groupings.

Q: I clicked a bar but the drill-down table is empty. A: If you are on a plan below Enterprise, drill-down details are not available. You will see an upgrade notification.

Q: Can I export the conversation data? A: The Conversations dashboard does not have a direct export button. Use the Funnels export feature if you need to download opportunity data as an Excel file.