Inbox performance shows how each seller handled their chats in the dates you pick: how many chats they got against their share, how fast they gave the first answer, how many moved away because they were late, and the orders and sales that came from their chats.
Where to find it
Admin › CRM › Inbox › Inbox performance. Inside the Inbox it is the Performance tab.
- The owner and people with Inbox — every chat see every seller, plus the store-wide cards and tables.
- A seller with Inbox — own chats sees only their own line and their own moved-away chats.
Pick the dates at the top. It opens on this month.
How it works
Response time is the time from the customer's first message to the first answer by a person from the panel. Automatic replies never count.
The seller table:
| Column | What it means |
|---|---|
| Chats | Chats given to the seller in these dates: new, moved to them, or given by hand |
| New / share | New chats they got, and their % of all new chats against their set share |
| Answered | Chats they gave the first answer to |
| Average / Median | Their response time; under the median, the fastest and slowest |
| ≤1 m, ≤3 m, ≤5 m | Share of their first answers within 1, 3 and 5 minutes |
| >10 m | How many first answers took longer than 10 minutes |
| On target | Share answered within your answer target |
| Waiting now | Their customers waiting for an answer right now |
| Moved away (late) | Chats that went to the next seller because they did not answer in time |
| Orders / Sales / Conversion | Orders made from their chats (cancelled ones left out), the amount, and orders ÷ chats |
| Breaks | How many breaks, and the minutes |
Example: a seller at Rangdhanu Fashion got 120 chats, answered 110, median 1.5 min, 2 moved away late, 18 orders. Their conversion is 15%.
For the office, there is more:
- Top cards: new chats (and how many came from an ad), never answered, orders and sales, and the share answered within the target.
- Chats moved away: every chat lost for being late or because the seller stopped work, with who lost it and who got it. Click a seller's name to see only theirs.
- By page, Messages or post comments, By category, By tag: for chats that started in these dates, how many, the share answered, orders and conversion.
- Chats by ad: chats and orders per ad, when Meta said which ad the chat came from.
Good to know
- The answer target is 5 minutes to start with. Change it in Inbox settings (1 to 240 minutes).
- Office hours are not left out of the times yet, so a message at night counts until it is answered.
- Orders are ERP orders made from the chat with its Make the order button.
Common problems
- "No sellers yet." Nobody is on the sellers list. Add sellers in Inbox settings.
- A seller has chats but no orders. Orders count only when they are made from the chat, so the order stays linked to it.
Related
Still need help?
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