New: Count unique messages and conversations in analytics and models

Analytics and classification models can now count each email only once, even when it landed in several of your inboxes. Switch to a unique count to see how many real requests you receive, without the copies. Unique counts are available now.

What is new

• A "Unique messages" tab in analytics. The top graph on the Analytics page now has a UNIQUE MESSAGES tab next to CONVERSATIONS, TOTAL MESSAGES, and FIRST RESPONSE TIME. It shows the number of unique messages and how it changed compared to the previous period.
• Unique counts per inbox and per model. In the cards below the graph, the volume column is now a dropdown. For inboxes you can pick Conversations, Total messages, or Unique messages. For models and topics you can pick Total conversations or Unique conversations. Selecting a tab in the top graph switches the cards below to the matching count.
• Unique monthly volume on classification models. On a classification model, the volume column can show Total monthly volume or Unique monthly volume, so you see how many distinct conversations each tag handles in a month.

Why it matters

Many teams receive the same email in more than one shared inbox, for example when a customer writes to both sales and customer service. Counting every copy inflates your volumes and makes it hard to tell how many requests really come in. Unique counts give you an accurate number to size a process, compare topics, and build a business case for automating it.

Good to know

• An email counts once when the same message was delivered to several inboxes at the same time.
• Forwarded emails, and emails sent separately to each inbox, are different messages and are still counted separately.
• On a classification model, the unique volume can be selected when the volume comes from your analytics data. It is not shown for a sampled volume estimate, for an older version, or while you are working in a draft.

Getting started

Open Analytics and click UNIQUE MESSAGES in the top graph, or use the dropdown in the volume column of the inbox and model cards. For more on these numbers, see Volume insights.