Inbox & analytics
The Inbox is where everything that comes in to your assistants comes together, whatever the channel. Overview shows what is going on today and how things are going over a longer period. This article explains how to use both.
Inbox
The Inbox has two tabs: Conversations and Requests. On the Requests tab you follow up what customers want from you, such as a callback or a quote; see Requests. The rest of this article is about Conversations.
Conversations lists every conversation: phone calls, SMS threads, WhatsApp conversations and webchats, newest first. Each row shows:
| Column | What you see |
|---|---|
| When | When the conversation started, with the duration underneath for calls. A ★ means the conversation is starred. |
| Channel | The channel, with Inbound or Outbound underneath. |
| Customer | Name and number, or Website visitor. |
| Summary | The summary and the tags. If the customer is waiting for an answer from your team, it says Waiting for an answer. If a request belongs to the conversation, you see a label such as Request · Open · Urgent; click it to open the request. While there is no summary yet, it says In progress as long as the conversation is running, or With a colleague when a team member has taken it over. Under a running SMS, WhatsApp or webchat conversation is the Take over button. |
| Result | How the conversation ended, see Result. |
Next to Result is a round "i": rest your mouse on it, or click or tap it, for the explanation. Click anywhere on a row to open the conversation. For an unread conversation the time is shown in bold.
Above the list you choose what to see: All, Waiting for you, Unread, Starred or Archive. Your choice is in the link, so a reload or a shared link gives the same list.
Waiting for you
Waiting for you shows the customers who are waiting for you, the same ones as on the Waiting for you card on Overview → Today:
- conversations in which the customer is waiting for an answer from your team;
- conversations with an open request;
- callback requests and voicemails nobody has opened yet.
Each conversation is listed once, and the list looks back 14 days. After Waiting for you it says how many there are, for example "Waiting for you (3)". A conversation leaves the list as soon as you reply to the customer (or hand the conversation back to the assistant or end it with End conversation), give the request a status other than Open, or open the callback request or voicemail. The filters do not apply here, so the Filters button is not shown then.
Filters
Use the Filters button to narrow down further. These choices are in the link too:
| Filter | Meaning |
|---|---|
| Channel | Call, SMS, WhatsApp or Webchat. |
| Direction | Inbound (the customer got in touch) or outbound (a campaign, a call you start from the dashboard or a call via the API). |
| Result | See the table below. Missed shows conversations where the customer hung up and conversations where nothing was said together. |
| From and To | The period in which the conversation started. |
| Assistant | Only conversations handled by one assistant. You see this filter when you have more than one assistant. |
| Tag | Only conversations with a given tag. You choose from the tags under Manage tags. |
| Sentiment | Positive, Neutral or Negative: how the customer came across, according to the assistant rating. |
| Flag | Flagged shows every conversation with at least one flag. Or choose one flag, such as Customer frustrated. |
| Custom check | Enterprise: the conversations where a custom check was not passed. You see this filter once an assistant has custom checks. |
Scroll to the bottom of the list, or click Load more, to append the next page. Rows already on screen stay put. Per view, the list goes back to the newest 500 conversations. To find older ones, use From and To.
Result
Every conversation is given one result automatically, usually once it has ended. You see it in the Result column of the list and in the conversation itself, and on Overview → Figures you count them under Results.
| Result | Meaning |
|---|---|
| Answered | The assistant answered the question or completed the request itself. |
| Transferred | The caller was successfully put through to a member of staff. |
| Appointment booked | An appointment was scheduled or moved during the conversation. |
| Callback requested | The customer asked to be called back; name and number were noted. |
| Voicemail | The caller left a message on the voicemail. |
| Hung up | The customer hung up or left the conversation before it was finished. |
| Nothing said | The customer said or typed nothing, or nothing meaningful. This also applies to an outbound call nobody answered. |
| Spam | The conversation was recognised as unwanted, for example a robocall, a sales pitch or a wrong number. |
A conversation without a result yet has an empty cell in that column.
Conversation detail
Click a row in the list to open the detail of a conversation. Depending on the channel and your settings you will see:
- Summary: a short summary written by the AI model of what was discussed and agreed. It appears once the conversation has ended. If the customer said or typed nothing, there is no summary. An SMS, WhatsApp or webchat conversation ends when the assistant closes it, when you choose End conversation, or after a time without activity: on webchat the Inactivity timeout (60 minutes by default), on SMS and WhatsApp 6 hours (with your team: not while the customer waits for an answer, after that 18 quiet hours).
- Overview: under the summary, each fact has its own label: Duration and Line quality (phone calls only), Result, Status, Assistant rating (for example 25% · Weak), Customer mood and Points to check, such as Customer frustrated. Rest your mouse on a label, or click or tap it, for the explanation. Duration also shows how many call minutes the call counts as: each call is rounded up to whole minutes. Assistant rating shows why the score is what it is and how it is worked out. See Assistant rating.
- Line quality: how the audio arrived, measured at hang-up. A call runs over two connections: from the customer to us (Customer ↔ Yarla) and from us to the AI voice (Yarla ↔ AI voice), plus the one with your colleague when the call was transferred. Each side gets its own label with its sound score and Good, Fair or Poor, for example Customer side: 96.5% · Good and AI side: 43.4% · Poor, so a bad side never disappears in an average. The verdict on the whole line is that of the worse side. The explanation says how many seconds of audio were lost and on which side: on the customer's side it is usually the customer's network or phone, on the assistant's side the assistant may have missed parts of the conversation. For each connection you also see the audio lost, the Sound score (how good speech sounded to the listener, as a percentage: 100% is perfect) and the Uneven delay in milliseconds (up to 30 ms you notice nothing, above 50 ms the sound can stutter). We work out the sound score ourselves with the international norm for speech quality (ITU-T G.107), from all audio lost. The MOS the phone network gives leaves out audio that came too late, so it can say 100% while seconds were missing. Good, Fair or Poor follows from that sound score: from about 0.75% audio lost it is fair, from about 1.4% poor. That is our calculation, not a verdict from Telnyx. Calls from before this was tracked show Not measured.
- Transcript: the full conversation, with Customer, Assistant or System and the time to the second above each message, so you can read it next to What the assistant did. Replies from your team also appear under Assistant.
- Recording: an audio player, if call recording is enabled for the assistant or the caller left a voicemail. The written-out voicemail is under Voicemail transcription. Recordings are kept for at most 30 days. The conversation itself, with its transcript and summary, stays until the period in Keep conversations (days) under Settings → Business has passed. If that period is shorter than 30 days, the recording goes with the conversation.
- Request: when a request belongs to the conversation, you see its details, its status and your notes here, with Open request.
- Phone: the customer's number, with how it was verified: Verified by caller ID when the customer called from that number, by a code or through WhatsApp, and Not verified otherwise. See Verified or not verified.
- Appointment and Contact: links to the appointment and the contact that belong to this conversation. When the assistant moved or cancelled an appointment, the conversation links to that appointment too.
- What the assistant did: in order, with the time, what the assistant looked up and did, and whether it worked. During the conversation shows for example "Searched your knowledge for …", "Looked up the customer's appointments", "Moved an appointment to …" or "Transferred to a colleague". When the assistant uses a flow, you also see when it started and finished ("Started the flow …", "Finished the flow …") and which tasks the flow ran, with the flow's name after them. After the conversation shows the tasks that ran afterwards, with from the flow … when a flow set them aside. A task whose condition did not apply shows as Skipped; for a task that failed you see the error. Below that, when there are any, you see Looked up beforehand (what your inbound webhook or your CRM returned about the customer) and Collected after the conversation (the custom variables your tasks take from the conversation). Conversations from before this was tracked only show the tasks after the conversation.
The link in the address bar of the conversation detail contains the conversation id. Copy this link when you share a conversation with a team member or report a problem.
Organise
Editors and admins can do this. A viewer can read conversations but cannot change anything.
- Tags: type a tag on the conversation and press Enter or type a comma. A new tag also joins the list under Manage tags (the ··· menu at the top right of the Inbox). There you choose its colour, add tags and remove tags. A tag is at most 40 characters and you can have up to 200. A tag you remove stays on conversations that already have it, but you can no longer filter on it.
- Star: mark a conversation you want to find again quickly later. You find it again under Starred.
- Read/unread: a conversation becomes read as soon as someone opens it. Mark as unread puts it back for a team member.
- Archive: removes the conversation from the other views, from Today, from the counts and from Figures, without deleting it. A request or appointment that belongs to it stays and keeps counting. Choose Archive above the list to see archived conversations again. Unarchive puts a conversation back.
Reply as team
On text channels (SMS, WhatsApp and webchat) editors and admins can step into the conversation themselves:
- Open the conversation and click Take over, or click Take over under the summary of a running SMS, WhatsApp or webchat conversation in the list. The assistant stays silent for as long as a person owns the conversation. If the customer writes after that, the conversation moves to Waiting for you.
- Type your reply at the bottom (at most 4000 characters) and click Send. The message reaches the customer from your business number (SMS, WhatsApp) or through the chat window on your website (webchat). If you send a reply without taking over first, that takes the conversation over as well.
- Click Hand back to the assistant when you are done. The assistant carries on at the customer's next message and takes into account what you wrote.
On WhatsApp you can only reply normally within 24 hours of the customer's last message; that is a WhatsApp rule. If the last message is older, you see this above the text box and can't send. Contact the customer another way then; as soon as they write again, you can reply again. A conversation where the customer waits for your team doesn't close by itself, not even over the weekend: it stays open until someone answers or ends it.
On WhatsApp and webchat the assistant can also hand the conversation to your team itself: when the condition you set for WhatsApp or webchat applies, or when the customer insists on a person. The assistant then stays silent and the conversation is listed under Waiting for you. A notification goes to the Notification phone and Notification email under Settings → Team, if you have filled them in.
Overview
Overview has two tabs: Today and Figures.
Today
Overview → Today shows what happened, what you need to do and what is coming up.
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- How your dashboard works: a card that explains what a Conversation, a Request, a Contact and an Appointment are and where you find them. Click Got it to close the card; it does not come back in that browser.
- Last 24 hours: one sentence, for example "6 conversations, 2 new requests, 1 appointment, 1 missed". Every number links to the list behind it. Appointment counts every appointment booked in that time, also from the booking page.
- Flagged: one line, for example "2 conversations were flagged", when the assistant rating flagged something in the last 24 hours. It opens those conversations in the Inbox.
- Waiting for you: at most 7 rows with one button each. First a calendar that needs reconnecting, then conversations where the customer is waiting for your team, open requests (urgent first, with the label Open request), callback requests and voicemails nobody has opened yet, and questions the assistant could not answer. A viewer does not see calendars and questions. On your phone, rows with a phone number get a button to call straight away. If there are more than 7, a line underneath says how many more are waiting. When everything is done it says "Everything is handled."
- Today in the calendar: today's appointments, at most 10. If there are none, Next appointments: the next three in the coming 60 days.
- Latest conversations: the five newest conversations with their summary, channel and outcome.
- Reachable through: for editors and admins. The numbers and channels that are live now. Admins also see this period's call minutes and chat messages against your allowance (with add-ons), a warning from 80% of either, and a notice when your assistant has stopped because an allowance is used up. See Usage and going over your allowance.
The count next to Inbox in the menu counts the same customers as Waiting for you in the Inbox: a customer waiting for an answer, an open request, and a callback request or voicemail nobody has opened yet. Calendars and unanswered questions do not count there. From ten it says "9+". Today and the count look back 14 days. Archived conversations do not count, and neither do conversations and requests from Try it out, except Real call.
Figures
Overview → Figures shows the numbers for a period: 7, 30 or 90 days, this month, last month or dates you choose with Custom (at most 366 days, and the start date cannot be in the future). Without a choice you see 30 days. Your choice is in the link.
- At the top are the figures: phone calls, minutes, SMS, WhatsApp, chats, requests, appointments, transferred and missed. Every figure links to the filtered list for the same period; Requests opens the Requests tab in the Inbox, with All chosen.
- Conversations per day: a chart with the number of phone calls, texts (SMS and WhatsApp) and chats per day.
- Results: the number of conversations per result, with a link to the list behind it. Unknown counts the conversations that have no result yet and has no link.
- Assistant rating: the average score, flagged conversations, sentiment, the most frequent flags, the lowest scores and, on Enterprise, how often each custom check was passed. See Assistant rating.
- Usage this period: one line with phone calls, minutes, SMS, WhatsApp messages and chat messages, visible to everyone. The period is shown with it. The limits of your plan are under Settings → Subscription & invoices, which only admins can open. They also get the link See usage here.
Export
On Enterprise, editors and admins download the conversations they see as a CSV file: choose Export as CSV in the ··· menu at the top right of the Inbox. The file follows the view and filters you chose (with Waiting for you you get every conversation, as with All), with one row per conversation: start and end, channel, assistant, customer, outcome, duration, summary, sentiment, the assistant rating (qualityScore), flags, failed custom checks and tags. It holds at most the 5000 newest conversations, and fewer when the summaries are long; a line under the list then says how many are in the file. For the rest, choose a shorter period with From and To.
If you want conversations to flow into your own system automatically, use the API or a webhook after the call.