Last updated: November 18, 2020
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With the default conversations reports, you can report on the total volume of open or closed chat and email conversations taking place in the inbox. Like with other objects in HubSpot, you can use information about each conversation that is stored in specific conversations properties to analyze the different interactions happening between your team and your website visitors. Use these reports to analyze how conversations are distributed across your team in the inbox, which chatflows are performing the best, and how long your website visitors are waiting for a response from your team.
Please note: the reports below are powered by an improved reporting framework. This new framework enables you to report on conversations that don’t have an associated ticket. You can still access existing conversations reports from your dashboard, but it’s recommended to follow the steps below moving forward. HubSpot is in the process of migrating conversations reports to the reporting framework covered in this article.
There are two default dashboards that allow you to report on your chat and email conversations. To add one of these dashboards to your report library:
The Chat Overview dashboard contains six reports that can help you analyze the chat conversations happening between your team and your website visitors.
The Email Overview dashboard contains six reports that give an overview of how your team is handling email conversations in the inbox.
After you create a dashboard, you can analyze the existing reports and drill into different data points.
Depending on your HubSpot subscription, you can edit the report or create a custom single-object report to analyze your conversations data.
Please note: users in a Marketing Hub Professional or Enterprise, Sales Hub Professional or Enterprise, Service Hub Professional or Enterprise, or with the Reporting add-on can edit the default reports included on the dashboard or create new custom conversations reports.
You can locate your updated report on the dashboard. Learn more about customizing your dashboard.
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