Reopened conversations

Term name

Reopened conversations

Purpose

Track the volume of conversations that were reopened.

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

Total number of conversations that changed from archived, waiting, or resolved statuses  to open during the selected time period.

Activities that reopen a conversation:

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

• New outbound message (excluding the first message in the conversation, and only if bump settings are enabled for replies)

• Reopen (unarchive)

• Restore (untrash)

• Assign / unassign

• Snooze expires or canceled

• Comment (only if bump settings are enabled for comments)

Location & attribution

• Workload report

  • Workload by inbox table

FAQ

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