Conversation metrics

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

Understanding conversation metrics

Note

If you're new to Shopify Inbox, then your conversation metrics will be 0 until some activity takes place.

Shopify Inbox tracks the following data for online store chat and Apple Business Chat (if installed):

• 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.

Note

New Apple Business Chat installations are temporarily paused due to a backlog in Apple's merchant account verification process. Stores that have integrated Apple Business Chat with Shopify Inbox prior to September 27 2021 can continue to use Apple Business Chat as usual.

Other integrations, such as Messenger for Facebook and Messenger for Instagram, aren't supported at this time.

Timeline

You can adjust the timeline for the metrics in your conversation overview. By default, the overview page shows 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.