Today and Numbers
Today shows what needs attention now and how the last days went. While it is on screen, it checks for changes every 20 seconds and updates itself.
Notices
At the top, when they apply:
- "Replies can't be sent to customers until forwarding is checked or the sending domain is verified.", with Check forwarding. A business that receives email directly sees the same about its MX record, with Open Customer email. Members see that an owner can do it in Setup.
- Finish setup, with Continue setup, until an email or the Check forwarding email has reached Airmailer, saying what is left, such as confirming forwarding in Gmail.
- From 75% of this month's usage, how much is used, such as "Most of this month's usage is used.", with Open Plan and billing. See Plan and billing.
Needs attention
The first card counts the conversations that need attention, such as "20 conversations need attention", with the drafts awaiting approval and the conversations that need a reply. Review drafts shows the drafts one at a time, and Open Inbox opens the Needs attention tab.
The last 12 hours
Shown when something happened in the last 12 hours:
- the replies sent automatically, with View all sent automatically;
- the conversations that needed no reply, such as "3 conversations needed no reply in the last 12 hours", with a link to them.
The last 7 days
"77 replies sent in the last 7 days", split into Sent automatically, Approved, Edited and sent and, when there are any, Written by your team. Below it: how many replies customers rated helpful, how many customers emailed, and the median response time. View Numbers opens the Numbers page.
Unanswered questions
Topics customers asked about in the last 14 days that Knowledge couldn't answer, such as "Delivery to Norway · 3 customers". Each opens the Write tab in Knowledge with the topic as the title. See Knowledge overview.
Other cards
- Knowledge has no documents, with Add documents, until the first document is added.
- Suggested writing rule, for owners, after your team changed several drafts the same way. See Writing rules.
Numbers
View Numbers opens the Numbers page, for the last 7, 30 or 90 days:
| Card | What it shows |
|---|---|
| Replies | Sent automatically, approved, edited and sent, and written by your team, with the share your team approved, edited or wrote |
| Newsletter replies | Newsletter replies received and answered |
| Response time | First response (median and slowest 10%), time to approval, the oldest draft awaiting approval, and open conversations with no reply |
| Customer ratings | How many replies customers rated, and the share rated helpful. Ratings need Ask customers to rate replies under Settings > Email design. |
| Tags | The tags on the most conversations |
| Unanswered questions | The topics Knowledge couldn't answer, with Add an answer |
Downloading conversations
Owners can choose Download CSV to download the conversations started in the period, up to 10,000. Each row has the start date, the customer's name and email address, the subject, the status (Open, Resolved or Spam), the minutes to the first reply, how the first reply was sent (Sent automatically, Approved, Edited and sent, Written by your team, or No reply yet), the customer's rating and the tags.