Reopened conversations

Term name

Reopened conversations

Purpose

Track the volume of work on previously-archived conversations. 

Example use case: When reopened conversations are high, it may signal that the team’s initial responses are not meeting the needs of customers.

Definition

Count of conversation segments with activity in the 30 days prior to the report period that were archived at the start of the period, and reopened during the report period.

Activities that reopen a conversation:

• New inbound or outbound message (excluding the first message in the conversation)

• Reopen (unarchive)

• Restore (untrash)

• Assign / unassign

• Snooze expires

Location & attribution

• Conversations report

  • Inboxes table - Conversations segments are counted for an inbox if they were reopened in that inbox.

FAQ

• If the inactivity period has expired on a conversation segment, the reopen activity will be considered a new conversation, not a reopened conversation.

• When a teammate filter is applied to the Conversations report, conversations will be counted if the teammate took any action (sent a message, commented, etc.) over the course of the conversation.