Replies Sent (graph in Conversations tab)

Term: Replies Sent - Conversations tab's graph
Meaning Total count of messages that are replies to an inbound message.

Conversations tab graph

Calculation Computed by adding up all the outbound replies that have been sent by the teammates included in the report.
Example N/A
  • Does not follow business hours.
  • Only the first outbound after an inbound is considered a reply. If you have multiple outbound messages following an inbound, Front will only count one reply.
  • If your reply to the customer is sent after the inactivity time set for the channel, then the reply counts as a new outbound message and not as a reply. In this case, the reply is not counted into the Replies sent metric since it's not a reply, but a new segment. If you want to check for this, create a messages export of the report and look at the Direction column - if it says Out_reply, then this message is counted as a reply.
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