Inbox Reports

Inbound Leads

An inbound lead in Podium is any new customer conversation not initiated by you. A new customer conversation can come from Webchat, a text message, Facebook Messenger, or Google Click-to-Message. To learn more about different types of inbound leads, read “Types of Messages.”

The Inbound Leads report is a bar chart that is segmented by inbound lead types. You can see the total number of inbound leads to date for the current month and for the last 12 months.inbox_reports_1.png 

By default the report shows the total number of leads for the last 12 months grouped by month for all locations. To change the locations and dates that are displayed, see “The Dashboard.”

Median First Response

The Median First Response report tracks how long it typically takes your business to respond to a customer the first time they contact you. The timer starts the minute a new customer conversation is sent to your inbox during business hours and keeps going until the customer receives a message. The timer will pause while your business is closed, so make sure your business hours are set correctly. (To learn how to set business hours, see “Setting up Business Hours.”)

Attention: The median time is used instead of an average to prevent an outlier from having an impact on your data.

You can see the median first response time for the current month as well as the median response time for the past 12 months.inbox_reports_2.png

By default the report shows the median first response time for the last 12 months grouped by month for all locations. To change the locations and dates that are displayed, see “The Dashboard.”

Total Active Conversations

The Total Active Conversations report measures the total number of active inbox conversations your business has with customers.

These conversations are considered active:

  • A customer sends a message to you and your business responds.
  • Your business sends a manual message or template message, like a review invitation. This counts as active even if the customer never responds.

These conversations are considered inactive and won’t be included in reporting:

  • Auto-responses that are sent after hours.
  • Automated messages that are sent via CSV uploads or an integration, such as Review invitations or Survey requests.
  • Review invitations that are sent over email.
  • Responses to Google and Facebook reviews.
Attention: A customer can have more than one conversation in your inbox. For example, if a customer sends a message via Facebook Messenger and also sends a text message via Webchat, youll see two separate conversations for this customer. This happens because Facebook Messenger doesn’t use a customers mobile number to send a message.

The report shows the total active conversations to date for the current month and the total active conversations for the past 12 months. You may notice a difference between the total number of conversations from each individual month of the graph and the total number of messages listed in the Last 12 Months section. This happens when one customer conversation spans two or more months. In the bar graph, the customer conversation will be counted in each month the conversation happens, but will only be counted once in the Last 12 Months section.inbox_reports_3.png

By default the report shows the total active conversations for the last 12 months grouped by month for all locations. To change the locations and dates that are displayed, see “The Dashboard.”