Identify your most active customers and understand engagement patterns.
Top Contacts Section
The statistics dashboard shows your most active contacts:
- Ranked by message count
- Shows contact information
- Displays activity metrics
Most Active Contacts
1
John Doe
john@example.com
24 messages
2 hours ago
2
Jane Smith
jane@example.com
18 messages
1 day ago
Contact Information
Each contact shows:
- Rank: Position in the list (1, 2, 3...)
- Name: Customer's name or email
- Email: Contact email address
- Message Count: Total messages in conversation
- Last Activity: When they last sent a message
Understanding High Engagement
Positive Indicators
High engagement can mean:
- Satisfied Customers: Happy users who engage frequently
- Active Users: Power users of your product
- Strong Relationship: Customers who trust your support
Action Items
For satisfied, engaged customers:
- Ask for testimonials
- Request product feedback
- Consider them for case studies
- Show appreciation
Identifying Issues
Warning Signs
High engagement might indicate:
- Unresolved Issues: Problems taking many messages to solve
- Confusion: Customers unclear on how to use your product
- Process Problems: Inefficient support processes
Action Items
For problematic high engagement:
- Review conversation history
- Identify common issues
- Improve documentation
- Streamline processes
- Proactively address patterns
Using Top Contacts Data
Customer Success
- Identify power users
- Find potential advocates
- Spot customers needing attention
Product Insights
- See which customers are most active
- Understand usage patterns
- Identify feature requests
Support Optimization
- Review high-engagement conversations
- Learn from successful interactions
- Improve processes for common issues
Time Period Filters
Top contacts are filtered by the selected time period:
- 7 Days: Most active this week
- 30 Days: Most active this month
- All Time: All-time most active
Best Practices
Regular Review
- Check top contacts monthly
- Identify trends
- Take action on insights
Engagement Strategy
- Reach out to highly engaged customers
- Ask for feedback
- Build relationships
Issue Prevention
- Address patterns in high-engagement conversations
- Improve processes
- Reduce need for support