Understand the flow of messages between you and your customers.
Message Direction
Messages are categorized by direction:
Incoming Messages
Messages from customers:
- Form submissions
- Customer replies
- Follow-up questions
Outgoing Messages
Your replies to customers:
- Support responses
- Follow-up messages
- Any message you send
Volume Metrics
Total Messages
The sum of all messages:
- Incoming + Outgoing
- Shows total conversation activity
- Indicates engagement level
Breakdown
See the split between:
- Incoming: Customer messages
- Outgoing: Your replies
- Ratio: Messages per conversation
Total Messages
128
85 incoming, 43 outgoing
Incoming
85
Outgoing
43
Understanding the Ratio
Healthy Ratios
- 1:1 to 2:1 (incoming:outgoing): Good balance
- Indicates efficient resolution
- Customers get answers quickly
High Incoming Ratio
- 3:1 or higher: Many customer messages per reply
- May indicate:
- Complex issues requiring multiple messages
- Unclear initial responses
- Need for better documentation
Low Incoming Ratio
- 1:2 or higher (more outgoing): Many replies per customer message
- May indicate:
- Proactive support
- Follow-up communications
- Thorough responses
Volume Trends
Track message volume over time:
- Increasing: Growing engagement
- Decreasing: May need to investigate
- Spikes: Identify what caused them
Using Volume Data
Resource Planning
- Understand support workload
- Plan team capacity
- Identify busy periods
Quality Improvement
- High incoming ratio? Improve first responses
- Low engagement? Review form and process
- Spikes? Investigate causes
Performance Tracking
- Monitor volume trends
- Compare periods
- Set volume goals