Conversation metrics

Conversation metrics provide data about your interactions with customers using online store chat on your Shopify Inbox dashboard.

Understanding conversation metrics

Shopify Inbox tracks the following data for online store chat:

  • New Conversations: the number of new conversations started within the date range.
  • Conversations with a reply: the number of conversations replied to within the date range.
  • First response time: median response time to new conversations within the date range.
  • Conversations with sales: the number of conversations within the date range that generated sales within 7 days.

These metrics update in real-time, but you'll need to refresh the page for the most up-to-date results.


You can adjust the timeline for the metrics in your conversation overview. By default, the overview page displays metrics for the last 30 days. To change the timeline, click the Last X days button and use the drop-down menu to select a new time frame. Inbox conversation metrics are available for Today, Yesterday, Last 7 days, Last 30 days, and Last month.

Staff Permissions

Staff need Reports permissions to access Inbox conversation metrics. Staff without Reports permissions can't access conversation metrics.

Learn more about editing your staff permissions.

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