In Edit layout, press Add widget, choose Conversation and press Continue.
2
Choose the Measure (see the table below).
3
Choose the Channels, or leave them empty for every channel you can see.
To pick specific connected numbers or accounts, use Limit to sessions (optional).
4
Set the options, press Continue, then press Add widget.
How it works
Measure
What it measures
Unanswered chats
Chats waiting for a reply right now. The dashboard’s date range doesn’t affect it, and it shows a “Now” mark
Median first reply
The middle first reply time for chats that started in the date range
Average first reply
The arithmetic average of the same time
Option
What it does
Channels
WhatsApp, Facebook, Instagram, TikTok. Empty = all of them
Limit to sessions (optional)
Limit it to specific connected accounts. Empty = all of them
Count automated replies as answered
Whether an automation’s reply counts as the first reply
Break down by channel
For unanswered chats: a count for each channel, adding up to the total
Break down by agent
For reply time: a row for each employee, fastest first, with automated replies in a last row
Sources
Direct messages, comments, or both (All sources = both)
Reply time also shows the number of chats still waiting without a reply (they aren’t included in the calculation) and the number of chats that were counted.
Archived and spam chats aren’t counted.
Filters and permissions
The Owner filter matches the primary owner of the linked record; a chat that isn’t linked to a record doesn’t match it. The Group and stage filters don’t apply to conversations, and a note says so.
The widget is calculated with your lowest view level among the chosen channels. The “Allowed” level in chats covers only the sessions you’re linked to, so two managers at “Allowed” may see different numbers (Cortex Chat: your complete guide to the inbox).
The Conversation widget doesn’t support viewing details by clicking.
If something goes wrong
What you see
Why
What to do
The date range doesn’t change “Unanswered chats”
It’s a point-in-time measure.
That’s expected; see the “Now” mark.
The widget is locked: “No access to …”
Your role’s level is “Denied” on every chosen channel.
An “Unanswered chats” widget, broken down by channel.
A “Median first reply” widget, broken down by employee, without counting automated replies.
The result
The median dropped from 40 minutes to 8 minutes within a month.
A made-up company, to show the idea. The numbers are rounded.
Good to know
The widget’s data stays cached for up to 60 seconds by default (Conversation data cache duration), and new messages refresh it at most once every 5 seconds (Conversation refresh interval) (Automatic and manual dashboard refresh).
When you export, the export permission is checked on “Conversations” instead of a unit.
