How do I review conversation reports in Whippy?

Last updated: November 5, 2026

Use Conversation reports to track conversation volume, status changes, inbound demand, replies, and response time across your team.

Before you start

  • Choose the date range you want to review.

  • Decide whether to filter by user, channel, or time grouping.

  • Use this report when monitoring inbound demand, team responsiveness, or conversation workload.

Steps

  1. Open Reports.

  2. Select Conversations.

  3. Choose the date range you want to review.

  4. Select a time grouping, such as day, if available.

  5. Apply user or channel filters if you want to narrow the report.

  6. Review the summary cards for New Conversations, Opened Conversations, Closed Conversations, Inbound Conversations, Conversations Replied, and Median Response Time.

  7. Open Conversations Heatmap to see the busiest days and hours for new conversations.

  8. Review conversation charts to compare opened, closed, inbound, and replied conversations over time.

  9. Open Median Response Time by User to compare team responsiveness.

Tips

  • Use Inbound Conversations to understand how often contacts start conversations with your team.

  • Compare Opened Conversations and Closed Conversations to understand whether work is being resolved at the same pace it is being opened.

  • Use Median Response Time to monitor customer wait time.

  • Review Median Response Time by User to identify coaching opportunities or workload differences.

Troubleshooting

  • If the report shows no data, broaden the date range or clear user and channel filters.

  • If a user does not appear in Median Response Time by User, expand the date range or check another user filter.

  • If Median Response Time looks different than expected, remember that automated replies and replies sent more than a week later may be excluded.

  • If heatmap activity looks low, clear filters or select a broader date range.