Term: Segment
Meaning Any new conversation or revived conversation from an inactive state. Some channels, such as chat or SMS, technically do not ever end; customers may always be replying in the same conversation, even if they want to talk about something new. If an existing conversation receives a new message after being inactive, it will be considered a new segment in the analytics. The same thread can have several segments and be counted several times as new conversations. If you use the split conversation feature to create a new thread, it will be considered a new segment.
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You can specify per channel how long it takes for a segment to go inactive, by clicking into Settings, click Inboxes, click the inbox, then into the Settings sub-menu, and adjust the Conversations become inactive after option. Depending on your use case and channel type, you may want to have some channels with shorter inactivity periods. The actions that create new segments after the inactivity time has passed are: new inbound message, assign, archive, reopen.

Example I have set my support chat channel to have an inactivity length of 2 days. I get an inbound support chat on Monday, starting a new segment, and I resolve it on first reply. The customer does not chat again until Friday about a new issue, at which point this chat is part of a new segment because 2 days have lapsed without any activity and we assume this new chat is about a different issue.
  • By default, the inactivity time in Front is set to 5 days for all inboxes.
  • The length you've set for your segment may lead to fluctuations in your analytics reports depending on when you are viewing the analytics. See more here
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