What is the reports summary feature?

The Reports summary describes recurring questions, product issues, and sentiment patterns across conversations in your selected period. It includes links to the conversations behind its findings.

Reviewing a summary

1. Open Reports and choose a date range.
2. Check the product and topic tabs for common issues.
3. Read the summary for that period.
4. Open the cited conversations to check the details behind a finding.
5. Decide whether your team needs to change product information, a policy, or a support process.

For example, several conversations about sizing may point to a confusing size chart. Read the questions before changing the page: customers may need a measurement, a fit explanation, or help comparing two products.

The summary is written by AI, so use the linked messages to verify its interpretation. One unusual conversation doesn't necessarily represent a wider pattern.

For conversation volume, resolution outcomes, and billing summaries, use Analytics. For a recap of one thread on one day, use the daily conversation summary.