Channel Analytics

The Analytics tab provides detailed performance data for individual channels.

Accessing analytics

Go to Settings → Channel → [Your Channel] → Details → Analytics.

The Analytics tab requires the Advanced Analytics entitlement on your plan. If it's locked, upgrade to access it.

Available metrics

Volume analytics

• Message volume — Total messages plotted over a date range

Response analytics

• Average response time — How quickly replies are sent, split into bot and human responses
• First response time — Time to the first reply, also split between bot and human

How to use analytics

• Track response time improvements after process changes
• Compare bot vs human response performance
• Compare volume trends across different time periods
• Spot anomalies like sudden drops in message volume (may indicate connection issues)

Next steps

• Channel Dashboard — Quick metrics overview
• Understanding Metrics — Organization-wide analytics