Reports & Analytics
Conversation Heatmap
The heatmap shows incoming message volume by day of week and hour of day so you can see when your customers are most active and staff accordingly.
The conversation heatmap shows incoming customer message volume broken down by day of the week and hour of the day. Find it in Reports - Heatmap.
Reading the heatmap
Each cell in the grid represents one hour slot on one day of the week (0-23 hours, Sunday through Saturday). The cell color intensity shows the relative message volume - darker cells are busier.
The max value shown above the grid is the peak count in the selected period (the busiest single hour-day slot).
What counts
The heatmap counts incoming customer messages (message type 0, which is visitor/customer messages). Agent replies and internal notes are excluded - this is specifically a view of when customers are contacting you.
Time zone
Hours are bucketed in your organization’s configured time zone. If you have customers in multiple regions, keep this in mind: “9am Monday” means 9am in your configured time zone, not in each customer’s local time.
How to use it
Staffing: if the heatmap shows a spike on Tuesday and Wednesday afternoons, schedule more agent capacity then.
Business hours: use the heatmap to set realistic business hours in your bot and routing settings - configure “online” hours to match your actual peak support windows.
AI agent coverage: the gaps between your team’s peak hours and the heatmap’s peaks are exactly where Auto when offline mode adds the most value.
Filters
Filter by app or channel to see heatmap data for a specific product or contact channel. If you have a widget and an email channel, they may have different activity patterns.
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