Conversation Types
1:1 Chat Analytics
Individual conversations between your team and customers:| Metric | Description | How to Improve |
|---|---|---|
| Total 1:1 Conversations | Unique individual chats | More outreach |
| Messages Sent | Outbound messages in 1:1 | Volume activity |
| Messages Received | Inbound messages in 1:1 | Engagement quality |
| Avg Messages per Chat | Conversation depth | Better engagement |
| First Response Time | Time to initial reply | Faster replies |
| Resolution Time | Time to conversation close | Process efficiency |
Group Chat Analytics
Team or broadcast group activity:| Metric | Description | Benchmark |
|---|---|---|
| Active Groups | Groups with recent activity | - |
| Messages to Groups | Total group messages sent | - |
| Group Reach | Total members across groups | - |
| Engagement Rate | Replies per group message | > 10% |
| Member Participation | Active vs passive members | > 50% |
Message Flow Analysis
Understanding where messages come from and go:Inbound vs Outbound
| Direction | Description | Healthy Ratio |
|---|---|---|
| Outbound (Sent) | Messages your team sends | - |
| Inbound (Received) | Messages from customers | - |
| Ratio | Sent : Received | 1:1 to 2:1 |
A healthy conversation has balanced back-and-forth. If you’re sending 5 messages for every 1 reply, your messaging may not be resonating.
Message Categories
| Category | Description |
|---|---|
| Initial Outreach | First contact messages |
| Follow-ups | Scheduled continuation messages |
| Replies | Responses to inbound messages |
| Broadcasts | Bulk messages to multiple contacts |
Follow-up Analytics
Track your follow-up effectiveness:| Metric | Description | Target |
|---|---|---|
| Follow-ups Scheduled | Total scheduled messages | - |
| Follow-ups Completed | Successfully sent | > 95% |
| Follow-up Response Rate | Replies to follow-ups | > 25% |
| Avg Follow-ups per Lead | Messages before response/close | 3-5 |
| Time Between Follow-ups | Days between touches | 2-3 days |
Follow-up Performance by Sequence Position
| Position | Avg Response Rate | Notes |
|---|---|---|
| 1st Follow-up | 15-20% | Highest response |
| 2nd Follow-up | 10-15% | Still valuable |
| 3rd Follow-up | 8-12% | Diminishing returns |
| 4th Follow-up | 5-8% | Consider stopping |
| 5th+ Follow-up | < 5% | Only for high-value leads |
Conversation Quality Indicators
Signs of High-Quality Conversations
| Indicator | What It Shows |
|---|---|
| ✅ Balanced exchanges | Both parties engaged |
| ✅ Multiple message threads | Ongoing relationship |
| ✅ Quick responses both ways | Active engagement |
| ✅ Progression to next steps | Moving toward goals |
| ✅ Positive resolution | Successful outcomes |
Red Flags to Monitor
| Warning Sign | Possible Cause | Action |
|---|---|---|
| ⚠️ High send, low receive | Irrelevant messaging | Improve targeting |
| ⚠️ Single-message chats | Missing follow-up | Implement sequences |
| ⚠️ Long gaps in replies | Service delays | Set SLAs |
| ⚠️ Many unanswered messages | Wrong audience | Clean contact lists |
| ⚠️ High block rate | Spammy behavior | Review content/frequency |
Analyzing by Time Period
Best Times for Engagement
Track when your messages get the best response:| Time Period | Typical Response Rate | Best For |
|---|---|---|
| Morning (8am-12pm) | High | B2B, professionals |
| Afternoon (12pm-5pm) | Medium | General |
| Evening (5pm-9pm) | High | B2C, retail |
| Weekend | Variable | B2C, casual |
Day of Week Analysis
| Day | Relative Performance | Notes |
|---|---|---|
| Monday | Medium | Catching up from weekend |
| Tuesday | High | Peak productivity |
| Wednesday | High | Mid-week focus |
| Thursday | High | Still engaged |
| Friday | Medium-Low | Winding down |
| Saturday | Low (B2B) / High (B2C) | Depends on audience |
| Sunday | Low | Avoid unless urgent |
Segment Analysis
Compare conversation metrics across customer segments:| Segment | Avg Messages | Response Rate | Conversion |
|---|---|---|---|
| Enterprise | 15+ | 65% | 25% |
| Mid-Market | 8-12 | 55% | 30% |
| SMB | 5-8 | 45% | 35% |
| Consumer | 3-5 | 40% | 20% |
Using Insights for Improvement
Optimize Message Content
Use response rate data to identify which message types resonate best with your audience
Perfect Your Timing
Send messages when data shows recipients are most responsive
Refine Follow-up Cadence
Adjust follow-up frequency based on response rate by sequence position
Segment Your Approach
Customize messaging strategy based on segment-specific analytics
Best Practices
Monitor the 80/20
Monitor the 80/20
Focus on the 20% of conversations that drive 80% of results. Identify patterns in your most successful interactions and replicate them.
Act on red flags quickly
Act on red flags quickly
When you see warning signs like increasing non-response rates, investigate immediately. Small issues become big problems if ignored.
Compare apples to apples
Compare apples to apples
When analyzing, compare similar time periods (this Tuesday vs last Tuesday) rather than different conditions (weekday vs weekend).
Correlate with outcomes
Correlate with outcomes
Conversation metrics only matter if they lead to results. Always connect messaging data to business outcomes (sales, support resolution, etc.).