We run our customer support entirely through GHL Conversations: SMS, email, and live chat but GHL has no reporting on any of it. We currently pay for FreshDesk to fill the gap, and it only ingests email. Our SMS and live chat volume, which is most of our support traffic, is completely invisible. We're paying for a second platform and still flying blind on two of three channels.

We need a Conversations reporting dashboard, filterable by channel and date range:

Response & resolution - first response time, average resolution time, SLA breach flagging

Volume & backlog - conversations received per channel, open vs. closed, aging/unanswered queue, peak hours for staffing

Agent performance - conversations handled, response and resolution time per agent, workload distribution

GHL already holds all this data. Surfacing it natively would let a lot of us drop the external helpdesk we're paying for one that can't even see our SMS and chat.

Yes why is this NOT a thing? Reporting on SMS anything is almost non-existent even in dashboards.

Planned since October 3, 2023. Any updates?

When is this planned to be released?

Yes Please! This would be amazing. I have multiple workflow automations that drip text messages for engagement.

It would be lovely to see which message is getting the most replies & time of day reply stats. Right now, all I have are very basic stats, but we don't know WHICH message is performing the best. Or what is the best time to send and expect a reply.

So if we could get message-by-message stats, that would be absolutely incredible. Primarily, I wanna know what percentage of people responded and to which specific message.

Another thing that would be amazing would be stats on reply times. This will help us with when to push out text messages for the highest chances of Engagement. So having a 24 hr break down showing % by hour of replys would be great

Like

5pm 10%

6pm 10%

7pm 25%

8pm 25%

Ect.

Thanks for all you do appreciate your constant innovation!🙌🙌

I can't believe this feature is taking so long to ship! Such a BASIC one

If GHL looks to brazilian clients have to do that. 99% companies use whatsapp on sms and ghl lost to other crms only in messages.

Crazy how this hasn't happened yet. SMS reports are key. Should be able to create reports and include SMS as elements.

PLEASE!! This reporting is essential. What is the timeline on this? Can we access the Twilio back end under our account that will give us this information?

We upgraded to Pro thinking this was already a feature and then immediately downgraded back once I realized this was promised a year ago but still not delivered.