Track Inbox Conversations, Unanswered Chats & Team Performance

Is every customer conversation getting the attention it needs? With Team Inbox Reporting in AiEngage CRM, you can track conversation volume, AI-qualified contacts, chat status, ownership, and agent activity from one screen.

Clickable metrics let you open the conversations behind the numbers, helping your team identify pending work and take action.

🆕 Features

Track New Contacts & Conversation Volume

See how much activity your inbox handled during a selected period.

The conversation volume section includes:

• New Contacts: Contacts created during the period whose first conversation also started within it.

• Qualified by AI: Those new contacts moved to a qualified stage by an AI agent.

• New Chats: Conversations created during the selected period.

• Existing Chats: Conversations started earlier that were active during the period.

• Total Conversations: All conversations with activity during the period.

This helps you understand how much work comes from new enquiries and ongoing customer conversations.

Monitor Conversations by Priority

View conversations grouped by Hot, Warm, and Cold priority.

Your team can use this breakdown to identify high-priority conversations and see whether they are getting attention.

• View counts for each priority.

• Open the conversations behind each count

• Identify hot conversations that need follow-up

• Review how priority is distributed across your inbox

Conversations without a priority are excluded from these three categories.

See Open, On-Hold & Unassigned Chats

Track the current status and ownership of conversations active during your selected period.

Each tile shows a count and its percentage of the period’s conversations.

• Open: Conversations still needing attention.

• On Hold: Conversations paused while waiting for the customer or another team.

• Closed: Conversations marked Solved, plus conversations with Blocked contacts

• Assigned: Conversations with an owner

• Unassigned: Conversations waiting for someone to take ownership

Click Unassigned to see the chats your team needs to pick up.

Review Inbox Status → Open Pending Conversations → Identify Ownership Gaps → Take Action

Review Each Agent’s Conversation Activity

The Team Performance table shows how conversations are distributed and handled across your team.

For each agent, you can review:

• Assigned: Conversations assigned to them during the period

• Replied: Conversations they answered

• Never Replied: Conversations assigned during the period that nobody has answered

• Sent: Total messages sent by the agent

• Open, Hold & Closed: The current status breakdown of their conversations

A separate Unassigned row shows the open pool.

The Never Replied count excludes conversations already answered by AI, helping you focus on customers who are still waiting for a response.

Open the Conversations Behind Your Reports

Click a status tile, priority tile, Total Conversations, or an agent’s row to open a detailed conversation panel.

Each conversation shows:

• Contact name and phone number

• Channel

• Current status

• Assigned owner

• Time taken for the first response

• Who has viewed the chat

• Last activity

A blank first-response value indicates that the conversation is still waiting for its first reply.

The New Contacts and Qualified by AI tiles open contact lists with details such as email, phone, owner, and creation date.

Filter Reports by Channel, Date, User & Team

Focus the entire report on the activity you want to review.

Available filters include:

• Channel: All channels, WhatsApp, or Bot

• Date Range: Preset periods, Any Time, or a Custom Range

• User: A specific agent

• Team: A specific team

Every section updates to reflect your selected filters.

Filter selections are saved in the page URL, so you can bookmark a regular reporting view or share it with a colleague. Each person’s access permissions still apply.

Customize Your Team Performance View

Adjust the table to focus on the metrics that matter to your team.

• Sort by column headers

• Show or hide columns using View

• Change the number of rows per page

• Review individual agents or the wider team

For example, sort by Never Replied to identify unanswered conversations, or by Assigned to review workload distribution.

❤️ Why You'll Love It

• Clear Inbox Visibility: See incoming volume, conversation status, and ownership together.

• Faster Follow-Ups: Find unanswered and unassigned chats directly from the report.

• Better Workload Reviews: Understand how conversations are distributed across agents.

• Visible AI Contribution: Track new contacts qualified by your AI agent.

• Actionable Reporting: Open the exact conversations behind a metric.

• Focused Team Reviews: Filter the whole report by agent, team, channel, or date.

• Reusable Reporting Views: Bookmark filtered views for regular checks.

🎯 Use Cases

• Morning Inbox Checks: Review unassigned conversations and identify chats needing an owner.

• Weekly Response Reviews: Check Never Replied counts and follow up on customers still waiting.

• Sales Prioritization: Open Hot conversations to review high-priority enquiries.

• Agent Workload Reviews: Compare assigned and replied conversations to spot where support is needed.

• AI Qualification Tracking: Review the new contacts qualified by your AI agent.

• Monthly Activity Reviews: Compare new contacts and conversation volume across reporting periods.

• Team Handoffs: Check ownership, first response, and last activity before coordinating follow-up.

For more details on using this feature, visit our Help Center or contact our support team.