The Conversations & AI Assistant report shows how much your clients message you, how fast replies go out and how many bookings come from conversations. Open it from Reports in the sidebar. It has data once you receive messages in your inbox, for example through live chat, WhatsApp or Messenger.
How the report reads your data
- Date range. Pick a range in the top right. The default is the current month up to today. Days follow your salon's timezone.
- Client-facing messages. Most metrics count only messages the client sees: messages from the client, from the assistant and from your team. Internal notes and system events (such as status changes) are not counted.
- Dates. Conversations are placed in the range by the date they started, messages by the time they were sent, and bookings by the time the appointment was created.
- Comparison. Each summary card compares the range with the same number of days right before it. For reply times and handoffs, a lower value is shown as an improvement.
- Who sees what. Members with the User role see conversation and message numbers for the whole salon, but bookings and revenue only for their own appointments.
Volume card
| Metric | What it shows | How it's calculated |
|---|
| New Conversations | Conversations that started | Count of conversations created in the range. |
| Active Conversations | Conversations with activity | Number of different conversations with at least one client-facing message in the range, however old the conversation is. |
| Messages | Messages exchanged | Count of client-facing messages sent in the range. |
| Avg Msg / Conv | Length of a typical conversation | Messages divided by Active Conversations. |
Reply times card
Messages in a conversation are grouped into turns: a run of client messages, then a run of replies from your side (the assistant or your team), and so on.
| Metric | What it shows | How it's calculated |
|---|
| Assistant Reply Time (Median) | How fast the assistant answers | Time from the first unanswered client message to the reply, for replies that start with an assistant message. The card shows the median. |
| Team Reply Time (Median) | How fast your team answers | The same, for replies that start with a message from a team member. |
| Client Reply Time (Median) | How fast clients answer you | Time from the last message on your side to the client's first reply. |
Replies that took longer than 24 hours are left out, so one forgotten conversation doesn't distort the median. A reply only counts when both the reply and the message it answers are inside the range.
Assistant card
| Metric | What it shows | How it's calculated |
|---|
| Handled by Assistant | Conversations the assistant handled alone | Of the conversations where the assistant replied in the range, the share with no team message and no handoff in the range. |
| Handoffs to Team | Conversations passed to your team | Number of conversations where, in the range, the status changed to Needs Attention or the assistant was switched off. |
| Unanswered Conversations | Conversations waiting on you | Number of conversations whose last client-facing message in the range is from the client. |
Bookings card
A booking from a conversation is an appointment the AI assistant booked in a conversation, with the status Confirmed, Completed or No Show.
| Metric | What it shows | How it's calculated |
|---|
| Bookings from Conversations | Appointments booked in chat | Count of these appointments created in the range. The appointment itself can be on a later date. |
| Booking Conversion Rate | Share of conversations that led to a booking | Conversations with a client message in the range that are linked to a booking created in the range, divided by all conversations with a client message in the range. |
| Revenue from Conversation Bookings | Revenue from those bookings | Total of finalized invoices for those bookings, when the invoice's revenue date is also in the range. Refunds are not subtracted. Amounts in another currency are converted and show "≈". |
Conversations over time chart
The chart splits the range into bars: by day up to 31 days, by week up to 90 days, by month up to 730 days, then by year. A bar that covers only part of a week, month or year is faded. Only series with data in the range are shown.
| View | How it's calculated |
|---|
| Conversations | New conversations per bar, split by channel. |
| Messages | Client-facing messages per bar, split into Client, Assistant and Member. |
| Bookings | Bookings from conversations per bar, by the date they were created. |
Breakdowns
| View | What it shows | How it's calculated |
|---|
| Conversation Channels | Where conversations start | Conversations created in the range, grouped by channel. Messenger includes Instagram direct messages. |
| Conversation Statuses | Where those conversations stand now | Conversations created in the range, grouped by their current status: In Progress, Needs Attention or Resolved. |
| Messages by Role | Who sends the messages | Client-facing messages in the range, grouped by Client, Assistant and Member. |