Conversations started before [start date filter] (Inbox report)

Term: Conversations started before [start date filter] (Inbox report)

Count of conversations that started before [start date filter].


Inbox report


Computed per inbox by counting distinct segments that did not start after the start date of the period of the report and where at least one of the following is true:

  • Inbound message was sent
  • Outbound or reply was sent
  • Conversation was moved from or to the inbox

The All inboxes line does the same for all inboxes at once.


A conversation starts on 04/01 and receives one inbound per day until 04/05.

  • An report filtered between 04/01 and 04/05 would count this conversation as a New conversation
  • An report filtered between 04/02 and 04/05 would count this conversation as a Conversations started before 04/02

How to reconstruct this metric with a Full event export

For a given inbox, filter rows to keep all line with 

Inbox at event time = inbox name AND

AND Response time is not empty

AND First response = 0


Then deduplicate lines so that you keep one single line per Message API ID. This is necessary to avoid double-counting response time for certain messages.


The Average Response time for that teammate will be the sum of Response time divided by the distinct count of Message API ID.

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