See your email numbers (reply rate and reply time)
Insights on the Mail screen shows each owner's reply rate and how long replies take, both theirs and yours. We measure replies, not opens.
Applies to
- Industries
- Real Estate・Small Businesses
- Plans
- All plans
- Feature
- Sales
On this page
Opening it
Open Mail in the left menu. On wide screens click Insights at the bottom of the left column; on narrower screens it is the chart button to the left of New email above the list. "Email numbers" opens.
Period and scope
- Period: last 30, 90 or 180 days
- Scope: Mine (threads you own) or Team. Team is available to people with company-wide access, who see everyone, and to store managers, who see the people in their store.
Team lists only people who had email activity in the period, plus a Total row when there are two or more.
What the columns mean
Numbers are counted per thread owner.
- Sent: emails sent in the period
- Reply rate: the share of conversations you emailed in the period that got a reply from the customer, with "replied / conversations" underneath
- Their reply time: from your email to the customer's reply (median)
- Received: customer emails received in the period
- Your reply time: from the customer's email to your reply (median)
- Unanswered: emails received in the period that you have not answered yet
Times under 24 hours are shown in hours, longer ones in days.
Auto-replies (out of office and the like) are not counted as replies. Emails from unknown senders are excluded. Email opens are not tracked. Emails sent by sequences are not included in Sent (see replies per step below).
Replies per sequence step
Open a sequence under Sequences and each step shows "Sent (n) · replied (n) (n%)". The reply count is how many people replied after that step's email, which ended their sequence. Use it to see which steps lead to replies and adjust the wording or timing.
Ideas for using it
- If someone's "Your reply time" is long, agree to check Needs reply on the Mail screen every morning.
- If the reply rate is low, review the subject, the first few lines and the time of day you send.
Still need help?
Customers can reach live support from the admin. For questions before signing up, use the contact form.