Reports and metrics
The Analytics section builds two reports for a chosen period (broken down by day, week, or month), with channel filtering.
Conversations
- New conversations — how many conversations opened during the period, split into ones the customer started and ones you started (for example, after a CRM lead).
- Active conversations — how many conversations were being worked during the period, including ones opened earlier.
A conversation counts from the moment of its first real message, not from when the card was created — if an operator opened a conversation but the customer never wrote in, it doesn't count toward new conversations.
Team
The employee report shows, for each operator:
- number of messages sent;
- number of conversations they replied in;
- average response time.
If you have a CRM connected and employees reply to customers right from the deal's card (instead of from Chato), their messages still show up in this report — under the CRM employee's name, not as an "unknown operator."
How to use it
Watch a spike in new conversations alongside average response time: if conversations go up noticeably and response time grows too, the team is short-staffed on that channel. Comparing across channels helps you see which one really brings in the most inquiries, not just which one feels busiest.