|Term name||Conversation segments|
Creates segmentation for long conversations. It is especially useful for channels such as chat or SMS, where conversation threads technically never end, as well as long email threads, so that new topics are counted as new conversations.
Example use case: I have set my support chat channel to have an inactivity time of 2 days. I get an inbound support chat on Monday, starting a new segment, and I resolve it on first reply. The customer does not chat again until Friday about a new issue, at which point this chat is part of a new segment because 2 days have lapsed without any activity. Front assumes this new chat is about a different issue and counts metrics for it separately in Analytics.
Any new conversation or conversation that has been revived from an inactive state. If an existing conversation receives a new message after becoming inactive, it will be considered a new segment in analytics. If the inactivity period has passed, the following actions will create a new segment: new message (inbound or outbound), assign, reopen.
|Location & attribution||
Conversation segments is not a specific term that appears in analytics reports, but is used to measure many of the metrics. Wherever Conversations are referenced, we are actually analyzing conversation segments.
You can specify an inactivity time for each inbox, which will determine long it takes for segments in that inbox to become inactive. Set an inactivity time by clicking into Settings, then Inboxes, click the inbox, then go into the Settings sub-menu for the inbox, and adjust the Conversations become inactive after option.