Analytics FAQ

Common questions about analytics and reporting in Missive.

Does the Analytics engine count messages from personal accounts?

No. The Analytics engine operates on a per-organization basis, only counting messages shared within a specific organization. It doesn't include any messages in private conversations happening outside of that organization in its data.

However, if a private conversation is later shared with an organization, any messages sent or received from that point onwards will be included in that organization's analytics.

Learn more about our Analytics engine.

What happens to my analytics data if I change my organization's business hours?

Any data you see in the Analytics dashboard from before you changed your hours will reflect your old business hours. Conversely, any data collected after the change will be based on your new business hours, unless you change them again.

What is the frequency of analytics data refresh?

Our Analytics engine updates its data every 30 minutes, precisely at the start and midpoint of each hour (xx:00 and xx:30).

Can different teams have different business hours for analytics?

Yes. Each team can have its own business hours and timezone, which affects Reply time and First reply time calculations for that team's conversations.

This is useful when you have teams in different locations or time zones. For example, a team in Paris and a team in Montreal can each have business hours matching their local working hours.

To set team business hours, go to Settings → Teams → Select your team → Edit the Business hours section.

Learn more about creating and configuring teams.

Do conversations closed without a reply count in reply time metrics?

No. If you close a conversation without sending a reply, it does not count in Reply time or First reply time metrics.

For example, if you receive an informational email and close it without responding, this conversation is not included in analytics calculations for reply times.

Do auto-responders count in reply time metrics?

No. Automated responses do not count toward Reply time or First reply time metrics. Only manual replies sent by team members are included in these calculations.

How does the inactivity period affect analytics reporting?

The Analytics engine uses the Inactivity period set in Settings → Organization → Schedule to determine when a conversation is considered "new" versus a continuation of an existing conversation.

If you change your inactivity period, the analytics data collected before the change will still reflect the old inactivity period. New data collected after the change will use the new setting.

Can I exclude certain senders, recipients, or mailboxes from analytics?

No. All messages sent and received that are shared with your organization are included in analytics. There's no way to exclude specific senders, recipients, or mailboxes from the data.

However, with the Business plan, you can use filtering to view analytics for specific team inboxes, users, labels, or account types, which allows you to focus on relevant data.

Can I customize the reply time ranges (such as < 5m, 5m - 30m)?

No. The reply time ranges displayed in analytics charts are fixed and cannot be customized.

If you need custom time ranges to match your service level agreements, consider requesting this feature through the feedback portal.

Does the Analytics API require a paid plan?

Yes. The Analytics API requires a Productive or Business plan, the same plans that provide access to analytics in the UI.

Filtering capabilities (teams, users, labels, accounts) require a Business plan, both in the UI and via the API.

Organizations on a 30-day trial can also access the Analytics API during their trial period.